I finished my contracts several months ago and am owed a refund but I keep getting an email saying that the credits will apply to the next bills.
Please could this organised to be refunded, as there aren't any bills for them to come off
Thanks for your help
Thanks for getting in touch @96whitingn
I'm happy to look into this for you.
Could you PM me your mobile number, full name, full address and confirm you're the account holder?
When I asked where in the terms and conditions of the contract I agreed to, does it say I have to show my personal financial records to Plusnet. I was told it doesn't say that anywhere. Yet they are insisting they need to see them. I can't believe they even ask!!
I got referred to a manager because I wanted to make a formal complaint. He too, insisted they needed to see my bank statement and when I requested an address to put my complaint in writing, he abruptly ended the online chat.
Today I received an email saying I am £0.00 in credit. On logging into my account they have issued a bill showing additional charges of £6.37 outside of my plan. No details have been given for what these additional charges are for. The usage date for the charges show as 30 October - 29 November, yet the mobile number has been with a different provider since 1st October.
"We'll do you proud". Er, they most definitely don't.
@jrickman I apologise for the experience you've had and that you've not received your refund yet. As discussed I'm escalating this directly with our billing team to find out what's happening.
If it is confirmed that the refund was sent to yourself, then to investigate further we would need to see a copy of your bank statement as evidence you've not received it, however you'd be free to redact any confidential or sensitive information.
I'll be sure to get back to you as soon as I know more which should be tomorrow when I'm back in the office.
Apologies for the inconvenience caused and thanks for your patience.
Could you leave this with me to get some clarification on this matter from our billing team first?
Apologies for the inconvenience.
@jrickman have you had any luck with your refund yet?
I sent an email to the ceo email address and got a call a few days later from someone in the ceo office, they took all the details and said they would call me back in 3 days, this was 8 days ago. I have since received another bill, now showing my account as zero. They have added a random 'additional charge' equal to the amount they owe me. "One Off Charge (Zero Tax)"
I have this same issue with 2 different accounts.
After all the to-ing and fro-ing with being repeatedly told the refund had been paid and that I'd need to show bank statements to prove otherwise, the latest email said they would post a cheque to cover both account credit amounts. Sending a cheque because by that time I had cancelled my direct debits with plusnet just to be safe.
I don't know what to advise in your case. If you don't hear anything satisfactory, you can report them to the ombudsman, but you have to give plusnet a set number of weeks to try and put it right before contacting the ombudsman about it.
Fingers crossed I get my cheque 🤞🏻
Hi @jrickman did you ever receive your cheque? I too was promised a cheque to arrive in 3-5 working days. This was right before Christmas so I have given it way more than that to compensate for bank holidays but nothing arrived!
The guy on the phone was very pushy with the 'are you happy to accept a cheque in full and final settlement?' asked me to confirm it 'for the tape!'
I was told the reason for the 'extra charges' of the exact same amount I was owed were so that I didn't keep getting an automated email telling me of the amount of credit I had.