Phone blocked, direct debit taken twice and plusnet saying they haven't been paid

[#1]

Hi,

I received a message saying my DD was declined by my bank and so a second payment would be requested a few days later. However, checking on my banking app, I can see that payment has been taken. I emailed Plusnet support, (as my phone had been blocked!!), saying not to take any further payments until you could explain where the first payment went.

Plusnet have now taken a further payment and so I am now left having paid out twice, have no phone/data/text capability and as a student in digs can't communicate with your support team easily, (I.e. mobile is first and main method of comms!).

I would like to get my money refunded for both the first and second DD's taken, I will be speaking to my bank about this and claiming under the DD guarantee, and would appreciate being able to at least call the "freephone" 500 number to  close my account and get a PAC code sorted.

The claims about having the best service in the UK have dumbfounded me! I have never had service worse than this!

Please let me know how we can get my account closed down, paymentS refunded and a PAC code sent through so I can go elsewhere?

Thanks

[#2]

To add insult to injury, I just received this!!!

We're just dropping you a line to let you know that your bill is now available to view. Simply head over to My Account and use your account number and password to log in to check on all your calls, texts and data used this month.

We'll be taking the payment of £7.00 on 23-11-2022.

[#3]

Hi @DadofTwo

I'm really sorry to hear about the poor experience you've had and for how long it's taken us to get back to you.

If you can drop me a PM with the mobile number and your full name I can look into this further

[#4]

Oops