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Existing customers asked for Passport ID

FIXED
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Hooked
Posts: 7
Thanks: 1
Fixes: 1
Registered: ‎30-07-2019

Existing customers asked for Passport ID

Hi guys,

I have been a customer for  over 2 years been paying by DD and still has an active Sim which i just upgraded over the phone, added Broadband too and then applied for a second sim for my son using my existing details on file and guess what????

 

Then i get this

 

Dear Mr XXXXXX,

 

Thank you for your recent application for a Plusnet Mobile SIM Only contract.   

 

We have experienced some difficulties when processing your application, before we can deliver your SIM we require some further information. ​

 

We require the following: ​

 

  1. Proof of current address, dated within the last 6 months (e.g. Utility Bill, Council Tax Bill, Bank Statement)

 

  1. Photo ID. (e.g. Passport, Driving Licence).

 

To help us process your order please post a photocopy of your proofs to the below address quoting your reference (in the email subject).

 

Plusnet Mobile
1st Floor
Telecom House
Trinity Street
Stoke-on-Trent
ST1 5ND

 

Regards,

The Application Processing Team

 

Are they serious?

Last year i placed the same order  for my daughter first day at secondary school  and somehow supplied them with Ids still  because i needed her to have a phone and they failed to process the order  still which led me to move to another supplier

 

I Hope someone can look into this and stop chasing customers away.I wonder if i just cancel everything in one go  instead.

Appalling

5 REPLIES 5
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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Existing customers asked for Passport ID

Hi there, 

 

We'd usually ask for that kind of information in order to perform a credit check. Could you send me a private message with your name and address so I can look into that further please?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Hooked
Posts: 7
Thanks: 1
Fixes: 1
Registered: ‎30-07-2019

Re: Existing customers asked for Passport ID

Thanks Adam,

I sent you a PM, can you also look at why I was charged twice for the latest order? I don't mind if it stays as a credit on the account.

Plusnet plc website.  xxx twice. and I didn't click twice on the payment.

 

Thanks

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Plusnet Help Team
Plusnet Help Team
Posts: 17,718
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Existing customers asked for Passport ID

Thanks for getting back to us.

I've emailed Adam to let him know and he'll respond to your PM as soon as he can once he's in the office.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Hooked
Posts: 7
Thanks: 1
Fixes: 1
Registered: ‎30-07-2019

Re: Existing customers asked for Passport ID

Fix

Many thanks Guys,

Problem solved. it was a technical issue and is now fixed.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,718
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: Existing customers asked for Passport ID

Glad to hear that! Thumbs_Up

Let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team