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Trying to cancel since Oct 2016

Arry
Newbie
Posts: 1
Registered: 06-03-2017

Trying to cancel since Oct 2016

Please help me. I've been trying to cancel my contract since Oct 2016. This is a mobile phone out of contract. Although I have made several calls since telling me they were looking at my account and promises in the last 6 weeks that it was resolved, I find today that they have again taken another payment.
Upon my call I was advised there's no problem,

"I can submit a request for cancellation right now without and penalty"

I kind of hope the operative was just trying to make light out of my situation, However clear that they had no power to assist me with anything else.
I have spoken again today to customer services and a duty manager, to be told again,

"No request has been submitted for my account to be closed".

I'm flabbergasted that such a simple task be be so extensive. For the second time now I need to wait for a call back within 48 hours for a decision on my request. I have advised Plusnet of my intention to take this matter to CISAS and await an impartial decision. I have all of the records of all calls made and Plusnet have these on file and confirm they are able to see them all except one!! The 1st call I made. Take that aside it's still now 7 monthly payments taken from my bank.
All I want is for the account to be cancelled and my monies returned.
Not a huge request.
Poor effort Plusnet.
Anyone else had a similar issue?
3 REPLIES
Moderator
Moderator
Posts: 16,311
Thanks: 1,722
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Registered: 06-04-2007

Re: Trying to cancel since Oct 2016

Moderator's note by Mike (Mav)

Post released from Spam Filter

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Colin_Maybe
Pro
Posts: 398
Thanks: 80
Fixes: 8
Registered: 17-12-2016

Re: Trying to cancel since Oct 2016

Considering they didn't launch until November 29th 2016 I'm pretty certain that it's only going to be you.

 

Edit: That's maybe two and half months max, not seven.

Community Veteran
Posts: 26,348
Thanks: 601
Fixes: 8
Registered: 10-04-2007

Re: Trying to cancel since Oct 2016

He is probably referring to a service he had before the Plusnet takeover.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)