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No response to my refund request (no landline or internet for over 6 weeks)

FIXED
SC75
Newbie
Posts: 2
Registered: ‎11-07-2018

No response to my refund request (no landline or internet for over 6 weeks)

Hi there,

I have made multiple requests for a refund of payments made in respect of the period 21st May 2018 to 4th July 2018, which is when I had no service at all from you.  I have closed my account because customer service before and during this period was consistently poor but, despite your operator telling my I was entitled to a full refund, you closed my account and billed me instead.

 

 

Can you action today please?  The period marks the day I reported the fault to the day it was fixed.

 

Sarah.

 

 

3 REPLIES 3
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: No response to my refund request (no landline or internet for over 6 weeks)

 

Hi Sarah,

 

Thanks for getting in touch.

 

I can see that my colleague has updated the ticket on your account that relates to this here:

 

Could you please confirm whether you still have the ability to access this information using your username and password?

 

Best wishes,

 

Dave

 

 

SC75
Newbie
Posts: 2
Registered: ‎11-07-2018

Re: No response to my refund request (no landline or internet for over 6 weeks)

Thanks Dave,

 

Can you explain why the refund period doesn't match the 'no service' period though, which was a period of 45 days?  You have refunded for 29 days.  I'm pushing this because both the BT engineer and one of your colleagues told me I was entitled to a refund for the full period of non-service because the fault was due to underground cabling.

 

thanks,

 

Sarah.

 

 

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,599
Thanks: 10,343
Fixes: 1,603
Registered: ‎21-04-2017

Re: No response to my refund request (no landline or internet for over 6 weeks)

Fix

Hi Sarah.

From what I can see the refund isn't actually to cover the charges you've paid for the time your service was in fault, it's a pro-rata refund because your service left us during a billing month.

That said I'm sorry to see that we haven't issued you a downtime refund, so I've worked that out now and I've updated you via your account with more info on this.

Hope this helps.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet