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Account / Billing Issues Following Migration

Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Account / Billing Issues Following Migration

Good morning.

I transferred both my telephone line and broadband service to another service provider on 30 August 2016. I was expecting to see a partial refund for both services from the transfer date until the end of the billing period however this seems not to be the case. I note that a credit note was generated last night (6/9/16) however the amount is incorrect. I also note that my account has been changed from Unlimited (Contracted) to Unlimited (Contracted without Phone) despite having no active services with Plusnet.

I have opened a question (#133164424) and would be grateful for any assistance Plusnet staff can offer.

Many thanks.
Moderator's note by Mike (Mav): Font changed to aid readability

24 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Account / Billing Issues Following Migration

Hi there,

 

I'll pick this up and put it on the backburner to respond to before the end of today.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Many thanks Adam, much appreciated.

 

I look forward to hearing from you in due course.

 

Have a good day!

Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Account / Billing Issues Following Migration

Cheers and no worries!

 

I've just come back to this and updated ticket 133164424.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Any progress with the refund Adam?

Many thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 4,351
Thanks: 961
Fixes: 186
Registered: ‎25-03-2015

Re: Account / Billing Issues Following Migration

It looks like part of the refund was issued by automation on 06/09/16 and should be with you within 10 working days.

 

I believe Adam has ownership of a ticket on your account and will process the remainder of the refund and ensure the account closure is finalised as soon as possible. As it currently stands, I believe an invoice for any remaining call charges is processing which would stop us closing the account right now.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Good morning Adam

The outstanding call charges left my account on 12 September so I'd be grateful if you could process the refund so we can get this matter tied up as I fear that another invoice will soon be issued for broadband despite me no longer being with Plusnet.

I have updated the ticket.

Many thanks for your help.

Have a good day!

Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Good morning

I'd be most grateful if you could advise.

Many thanks.

Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Good morning

 

I'd be most grateful if someone could give me an update either here or via the ticket.

 

Many thanks.

Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Good morning

Please could you give this matter your urgent attention as I have now received a further invoice for £13.49 for services I am not receiving.

Should I cancel my direct debit or will you need this in place to process the already owing refund that you are yet to process?

I have again updated the ticket which is yet to be responded to.

Many thanks.

Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Please could you advise.

Thank you.

Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Account / Billing Issues Following Migration

Sorry for the lack of response, I've asked Adam to get back on to the ticket and he's going to look at it before the end of the day.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Is the refund now in hand Adam as the pending payments have all been processed?

 

Many thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 251
Fixes: 69
Registered: ‎27-04-2007

Re: Account / Billing Issues Following Migration

It has been indeed, the funds should reach your account within the next 10 working days.


Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Joey0027
Grafter
Posts: 63
Thanks: 4
Registered: ‎17-07-2012

Re: Account / Billing Issues Following Migration

Thank you Adam, much appreciated. Smiley