The "Contract" that Refuses to Die

[#1]

Re SIM Incident 181003-000355

I ordered a SIM in early October. On 3 October I sent an email to Customer Services to ask for clarification about PAC. I received an auto-acknowledgement saying I'd hear from someone within 24 hours. When the 6th of October came and went without any contact from Plusnet I decided to cancel the "contract" that had not been set-up yet. I got into a protracted email conversation with Customer Services which ended with them saying that I had failed to provide the correct information 3 times. I then filled in a cancellation form and sent it to Customer Services on the 21st of November. Today, the 4th of January, I was appalled to receive a Mobile Bill on the account that should have been cancelled long, long ago.

What gives?

JulietHotel

PS I stayed with my old provider and have never used the Plusnet mobile number/SIM. I have copies of the completed cancellation form and the full email exchange for the SIM Incident.

[#2]

Hi @JulietHotel, thanks for getting in touch.

I am sincerely sorry to hear this has happened, we'd certainly like to look into this for you. Can you please private message:

-your full name
-your full address including postcode
-your mobile number

Thanks

[#3]

Hi @abails0105

I got your PM a month ago saying that the contract should have already been cancelled and that you would be back in touch with me once you straightened it out. I haven't heard anything back since the 4th of January and, surprise, surprise, today I received another bill from Plusnet Mobile.....

I look forward to your swift action and confirmation of same.

Kind regards

Jeri

[#4]

Hi @JulietHotel,

Thanks for getting back in touch. I've responded to your query via a PM, but if you have any further issues then please don't hesitate to get back in touch.

[#5]

my user name tells it all. And it is unfortunate that many face this problem.

I have a similar problem. I cancelled the phone but keep getting the bills. I do not see any place to post.

I have finally settled the bill today and guess what? I got an email saying that they reactivated my account and my billing is active.

they have no email address, conveniently. I confirmed twice that my contract is ended and then this email? I am posting this as an evidence to reiterate that my contract is cancelled and i have been billed enough times for a non existent phone. so please, would they relieve me or keep on sending the bills?

[#6]

HI @fedup3 

I'm sorry to hear this has happened and would like to investigate it for you. 

I'm having some difficulty locating your account via your Forums details - can you PM me your Broadband username? 

Thanks, 

MoR

[#7]

they do not have email address and they are not bothered about our complaints. 

i feel they have support of authorities otherwise there is no explanation for this audacity.

today , i have received another email and another bill

is there no end to this looting? can someone help? Help From the audience, please , since the staff never have our details to investigate, is it not strange? and I do not have any faith in them.

[#8 · Accepted solution]

Sorry you're having such a time of things @fedup3 

I'm a little lost here. Did you PM @MasterOfReality ? I found that I got / get good responses in that way, working behind the scenes as it were. I haven't yet received a bill for this month so fingers crossed they were able to resolve my issue - will be posting thanks in a couple of days when I'm sure we're done and dusted. Are you actually paying money? It was pointed out to me that although I was receiving notices via email there was no money being taken so I guess it took / is taking a little while for the cancellation to ripple through the system.

Hope it gets sorted for you.

[#9]

thank you for your kind words.

initially my wife cancelled the contract, as I was hospitalized at that time.

They never said I should cancel , they always maintained that They would get back to us. They never did. Finally I cancelled. Despite that they kept sending the bills and they are so rude on the phone. 

As I keep repeating , not having an email is a good way of denying us the evidence. 

Anyway, this is my load and I have to pay for the worst choice of choosing this net work and I am paying emotionally, financially and time wise.  I reiterate my thanks to you  and end my monologue

[#10]

Evening @fedup3,

I am sorry for the length of time this is taking to be resolved and I apologise for the inconvenience caused.

I have now responded via PM. Please let us know here once you have responded.

Thank you.

[#11]

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[#12]

Hey @fedup3,

Thanks for the nudge, I have now responded via PM.

Thank you.