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About to be double charged for Plusnet Mobile

FIXED
Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hello @Dafydd8

 

At the end of January, we switched direct debit providers and transferred all our mobile customers billing details to our new providers.

 

You will see the change in reference, but everything else will remain the same.

 

Should you require any further assistance, please do get back in touch with us.

 

Many thanks. 

Dafydd8
Hooked
Posts: 6
Thanks: 2
Registered: ‎21-07-2018

Re: About to be double charged for Plusnet Mobile

So, there have been changes then!

I have spoken to Customer services. I have had an online chat - which was terminated before I could send a comprehensive answer - all to no avail. My bank advises that the payment (Direct Debit) has been taken and Plusnet says they have not received it and will charge double next month. How am I to resolve the matter as it appears that no one at Plusnet is prepared to investigate properly.

 

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hello @Dafydd8

 

Can you please PM me the following details:-

 

- Your full name

- Your full home address, including your postcode

- Your mobile number

 

Once you have done this, comment on this thread and I will look into this matter for you.

 

Kind regards.

Dafydd8
Hooked
Posts: 6
Thanks: 2
Registered: ‎21-07-2018

Re: About to be double charged for Plusnet Mobile

Thank you, I've just sent PM sent as requested.

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hello @Dafydd8

 

Thank you, I have responded to your PM.

 

Please check your inbox and once you have responded to my PM, notify me via this thread, so I can further assist you.

 

Many thanks.

Dafydd8
Hooked
Posts: 6
Thanks: 2
Registered: ‎21-07-2018

Re: About to be double charged for Plusnet Mobile

Sent PM as requested

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hello @Dafydd8

 

Thank you, I have responded to your PM.

 

Once you have responded to my PM, notify me via this thread, so I can further assist you.

 

Kind regards.

Dafydd8
Hooked
Posts: 6
Thanks: 2
Registered: ‎21-07-2018

Re: About to be double charged for Plusnet Mobile

Just sent a further PM

Thanks

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hello @Dafydd8

 

I have responded to your Private Message.

 

Please have a look into your inbox. Should you do need any further assistance, please comment on this thread.

 

Best wishes.

Karenw
Dabbler
Posts: 12
Registered: ‎31-03-2017

Re: About to be double charged for Plusnet Mobile

Same issue as previous posters on this thread.

I just don't seem to be getting anywhere with help in this matter, so have resorted to the forums. 

New notice of DD for next month incorrect double amount, checked bank, last payment was collected by DD by plusnet. Did a screen capture of last six months DD payments from my account. Chatted online to [CSA Removed], he gave me email address to contact and advised I send screen grab proving payment had been taken..I immediately emailed attaching proof of payment got incident number saying 24 hours response. 30 hours later no response so replied to email, and still no response. Sent everything again as its now Weds and this started in Sunday, now I have another automated incident number. 

I feel very annoyed that I am putting in effort to inform you of your billing error and you are ignoring the issue. 

Please escalate to whomever WILL sort this out ASAP! 

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

 

Karenw
Dabbler
Posts: 12
Registered: ‎31-03-2017

Re: About to be double charged for Plusnet Mobile

Same here, and the yet system doesnt recognise payments made and customers are having to prove it...

seems very strange that all the money collected has seemingly disappeared. Someone somewhere has made a huge error and we the customers are now being charged twice for their error! 


@Dafydd8 wrote:

Hi Dave.

I have only one mobile account.

The reference on the direct debit has changed in February from that being used in previous months.

From PLUSNET MOBILE

To PLUSNET PLC PAY AC

Are you able to check why this occurred?


 

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: About to be double charged for Plusnet Mobile

Hi @Karenw,

 

Thanks for getting in touch with us.

I am very sorry to hear you have not had a response from our admin team yet and I apologise for the inconvenience caused.

I can chase this up for you, could you PM me the following info:

 

- Your full name and confirmation you are the account holder

- Your full address with postcode

- Your Plusnet mobile number

 

Once you have sent this information, please let us know by posting on this thread and we'll pick it up as soon as possible.

 

Thank you.

Karenw
Dabbler
Posts: 12
Registered: ‎31-03-2017

Re: About to be double charged for Plusnet Mobile

PM sent

RobC
Pro
Posts: 1,126
Thanks: 96
Fixes: 3
Registered: ‎03-12-2016

Re: About to be double charged for Plusnet Mobile

Did any of you receive two Plusnet texts regarding the billing?

 

The one plusnet normally send saying 'your plusnet mobile direct debit for xxx will be taken on xxxx ...

 

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Karenw
Dabbler
Posts: 12
Registered: ‎31-03-2017

Re: About to be double charged for Plusnet Mobile


@RobC wrote:

Did any of you receive two Plusnet texts regarding the billing?

 

The one plusnet normally send saying 'your plusnet mobile direct debit for xxx will be taken on xxxx ...

 


No, that arrives three or so days prior to actually payment being taken.  

This matter arose from the email informing me of next bill, but was for double the usual amount, so looked at bill via online plusnet account and theDD payment hasnt been registered from last month. checked bank and its been taken...

it shows earlier in this thread that PN have changed billing method or provider, and I'd guess this is where the problem lays. 

In essence I am trying to stop them taking double the amount for my next DD due in March, through an issue PN end.