'Debt' from closed account referred to collection agency

[#1]

I am trying to get to speak to you about an account I opened, but was never able to activate or use and which was subsequently closed after realising I was being charged for it despite never having used it at the end of last year. I spoke to a customer service advisor at the time and was told that the account balance was now 0 and the account was closed.
I then received a further letter from yourselves requesting payment for an 'overdue bill' so spoke again to customer services who told me my account had been re-opened in error by a different department, made notes on my account and closed it again and told me ignore any further communications from yourselves.

In the last few months I have received letters from two different debt collection agencies claiming I owe £100 (and adding further charges for referring it to a debt collection agency!) I have tried contacting Customer services (speaking to 3 different people in 3 different departments and spending over an hour waiting on the phone) who say my account doesn't exist on their system and were unable to point me to anyone who would be able to discuss this with me and have this morning explained the issue to the second debt collection agency (the first I explained it to said they would investigate and have referred it back to you I believe) who say they unable to do anything if I don't have written details of the account being closed. Please could you provide me with a phone number to speak someone whom I could speak to who does have information about my closed account and this supposed debt so that it can be resolved.

[#2]

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

 @not_impressed I've raised your post to the Community Management to attempt to get a timely resolution

[#3]

I'm really sorry we seem to have got things so very wrong. If you'd like to private message me some information like your name, postcode and Plusnet username if you remember it I'd love to get someone to take a look.

[#4]

Thanks for your account details. My colleague Jono has passed them over to me.

I'm sorry to hear your account looks like it was reactivated and we subsequently sent a balance to a collections agency.

I've emailed our operations guys to investigate this further and I'll let you know when I receive a response back.

[#5]

Thank you. I look forward to hearing back

[#6]

No problems, will keep you updated

[#7]

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@not_impressed wrote:

Thank you. I look forward to hearing back

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Once this problem is cleared, you will need to ensure that there are no residual 'black marks' with the credit reference agencies which may affect other business you may transact. 

[#8]

Was there any update from this? I understand that the collection company have returned the request to Plus Net, but I would be good to know that this has been finally resolved

[#9]

Hello @not_impressed,

I have spoken with @Gandalf, who is chasing for an update. As soon as he hears back he will get back to you.

I am sorry for any inconvenience caused.

[#10]

Apologies for the delay in coming back here with an update.

I've received a reply from our Ops guys advising that the debt management team are investigating this.

I'll be sure to update you when we know more.

[#11]

I've received a reply from our Ops team, who have advised the debt has been recalled.

If you do receive any further communication from the collections agency, please do let me know.

[#12]

Moderator's note:

Thread moved from My Account/Billng to Mobile.