New account cancellation.

[#1]

I sent an e-mail, yesterday, to mobile-help@plus.net, requesting cancellation of a new sim package. I have not received a reply other than an automatic acknowledgement of my e-mail soon after.

"Thanks for contacting Plusnet Mobile, a member of our team will be in touch within the next 24 hours." "New SIM application (incident 181029-001296). Now past 24 hours.

I would have expected an e-mail confirming my order and I understand that I should have received something about what had been ordered plus terms and conditions. I've received nothing exept a sim this morning.

Would a staff member please check that the cancellation has been actioned and that my initial debit card payment refunded, it's pending at the moment.

This looks to be a further example of a communications company that doesn't communicate!

[#2]

Well, owing to the lack of PN response, it would appear that their mobile phone service custome service has sunk to the same level as the landline/broadband.

Chat is never available and I have no intention of holding on the phone for 30 - 45 minutes.

I will be posting a cancellation form this morning - that might work or receive some sort of response?

[#3]

When I emailed Plusnet and received the same 24 hour response message, I received a reply 13 days later!!  My query is still outstanding some 8 days after that, so 3 weeks in total.  Plusnet need to set expectations correctly and saying you will receive a reply within 24 hours is just wrong and should be updated.

[#4]

Hello @newagetraveller

I am sorry to hear your cancellation process has not gone through smoothly.

Can you please privately message me your full name, full home address including postcode and your mobile number so we can have a look into this for you.

We will also need to go through a couple of questions once I have located your account.

Should you require any further assistance, please feel free to ask.

[#5]

Hello @db74

I am sorry to hear you have also experienced a similar issue as well.

I am sorry to hear your cancellation process has not gone through smoothly.

Can you please private message me your full name, full home address including postcode and your mobile number so we can have a look into this for you.

We will also need to go through a couple of questions once I have located your account.

Should you require any further assistance, please feel free to ask.

[#6]

Thanks Dumbledore. It has now, hopefully, been sorted and a refund supposedly to the initial payment card.

I did receive an e-mail reply three days after the request. 72 hours must equal 24 on PN's clock.

As db74 has advised, that 24 hours in the auto response e-mail needs either removing or updating to "at sometime in the future".

This is exactly why, as a long time broadband and phone customer, I left because of the poor customer service.

[#7]

@newagetraveller Just a thought  but might the 24 hour response mean 24 working hours based on an 8 hour working day?

[#8]

If that's the case then 3 working days would sound better, although they were still 10 days or 80 hours over when I received my reply.

[#9]

"Just a thought  but might the 24 hour response mean 24 working hours based on an 8 hour working day?"

That really is clutching at straws in an attempt excuse their misleading 24 hrs! Their "team" has a working day of 14.5 hours anyway, 7.30am to 10pm, 7 days a week.

No, it states within 24 hours. "Thanks for contacting Plusnet Mobile, a member of our team will be in touch within the next 24 hours." Can't be much less ambiguous.