Cancelled sim only contract??? Not too sure it has been!

[#1]

I ordered a sim only monthly contract on 17th December 2018. I phoned PlusNet on 30th December 2018 and within the 14 day cancellation period. At the time of the phone call I was told by the advisor that he would cancel my contract and I should throw my sim in the bin, which is what I have done.

Since then I have not received any confirmation of the cancellation and I am receiving emails advising me that I have cancelled my direct debit, and will have restricted calls. I have also received emails advising me of future monthly bills.

From this, I am not sure the PlusNet advisor I spoke to listened to anything I said and it looks as thought he hasn't cancelled the contract.

Where do I go from here?

Was considering changing to PlusNet broadband...Hmm! Don't think that might be a good idea.

[#2]

Hi @JMcP

Thanks for getting in touch - I'm sorry to hear of the issues you've experienced with your mobile contract.

We'd be happy to take a look at this for you - could you drop me a PM with the following information:

• Your full name
• Your full address including the postcode
• The last two digits from the bank account AND sort code associated with the account.

Alternatively, you can call 0800 328 4627 (or 500 from a Plusnet mobile) and my colleagues will be happy to get this cancelled down for you.

Best wishes

Dave

[#3]

Hi Dave,

Thank you for your reply. I have sent a PM with the details you requested.

Best regards,

James

[#4]

Hi JMcP

Thanks for confirming those details.

It looks like we're still waiting to process a refund of your first payment on this one - I've chased this up for you and we'll be able to get the account closed down as soon as that's been processed.

I'd expect this to be done and dusted within the next couple of weeks but I'll keep you updated.

Best wishes

Dave

[#5]

Thank you Dave,

I'll leave it for a couple of weeks and see how that goes.

[#6]

Hi Dave,

Sorry to trouble you but, I received another monthly bill today and my account is still active.

Regards,

James

[#7]

Hi @JMcP,

I am sorry to read this is still ongoing and I apologise for the inconvenience caused.

I have sent a chaser email to our operations team to get a further update for you. We'll let you know once we receive news.

Thank you.

[#8]

@JMcP

Raise a 'formal complaint' before they start trashing your credit rating.

See other threads on this issue

[#9]

Sorry to say, account is still active.

Extremely disappointed

[#10]

Sorry to hear this.

So I can investigate further can you PM me your mobile number or account number along with your full address and postcode?

[JMcP]

Hi JMcP

I would ask for a transcript of the first call you made to cancel where you were told to throw the sim away

Recorded phone calls work both ways

When I was working for operational reasons all phone calls were recorded it was very useful

Brian A