Absolutely disgusted with plusnet

[#1]

I have been a plusnet customer for years, telephoned them to let them know I’m struggling and I wish to cancel. I was out of contract being charged an extortionate amount per month and didn’t know where things lie financially so darent renew a contract, was my only choice to cancel. They agreed on phone and I said I don’t care about the remaining days left that month. As far as I knew it was cancelled. Few months later I was contacted by Arvato debt collection saying I owe a few months worth to plusnet. Arvato contacted them and they are disputing it. 
I’ve always paid on time every month for years so plusnet must have twigged there was a problem. My line is now locked down, can’t move to anyone else because of this hassle. Where do I stand it’s making me even more ill. I have blood pressure issues, chronic fatigue, liver damage, constant migraines and it’s just too much for me. Also not long lost my wife  

[#2]

Moderator’s Note

This topic has been moved from Plusnet Feedback to My Account/Billing

[#3]

Hi @RichardPoll 

I'm really sorry to hear this has happened.

I tried to call you regarding this but I wasn't able to get through.

I've e-mailed you with the details and updated your account

[#4]

Hi Matthew, it said you’d sent a reply on a question but I am unable to login to my plusnet account to view it?

unfortunately due to my health I slept for 24 hours hence missing your call. 

if plusnet check my usage and when my modem was connected you’ll see that I was under the impression it had been cancelled because I unplugged the line. It’s an error plusnets side (the advisor) not mine so I can’t see why I should foot the bill. I’m short of funds as it is with cost of living increase. I was adamant on the call I wanted it cancelled and they tried to get me to wait to end of the month to cancel so I didn’t lose the remaining days but I wanted it out the way because of the stress it was causing me. I don’t know the date I called but I’m sure I can can call my phone provider for them to check through 

regards, Richard 

[#5]

Hi @RichardPoll 

You should still be able to login to the member centre to view this. If not can you drop me a PM with the error in question?

I can't go into detail on here for data protection purposes but I've updated the ticket again 

[#6]

It’s as though my account doesn’t exist. I have reset password but try logging in - my email is not valid.

as for your other point, plusnet are fully able to look at my activity log/stats for the line. I have previously had it sent to me over months when they were diagnosing my line and it should be on one or two of the closed questions. 🤷‍♂️ A time period even before I reported issues. I understand plusnet not wanting to accept liability but then customer service & customer satisfaction has never been their speciality. I’m extremely disheartened and even more ill over this. I’ve been a loyal customer for years you can check that at least.. always paid on time, Been relatively happy with the service.  have no reason to lie or to have to prove myself. I have half a dozen witnesses that were in vicinity at the time of the call. 

I’d even consider renewing if this stupidity is waived now I’m on a better financial footing.  Just to note, I wasn’t even offered the essentials plan at the time, if I had of been, none of this drama would be happening 

[#7]

Thanks for getting back to me @RichardPoll 

Are you trying to login with your username or e-mail address and have you tried resetting your password?

With regards to your other points, I've updated the ticket on your account regarding this as I can't discuss this over the forums