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Account cancelled as agreed, then Cancellation Stopped??

Doune555
Newbie
Posts: 2
Registered: ‎28-10-2015

Account cancelled as agreed, then Cancellation Stopped??

Dear Plusnet Support
I spoke with your colleague Brian this morning at 9.07 am - see Support Ticket/Question #113376954
This seems to have gone through OK, and the balancing cease fee was successfully taken by credit card.
Job done!
(1)
However, at 10.00am I received an automated email from you as follows.
Home Phone cancellation stopped.
Thanks for deciding to stay with Plusnet.
Your request to move your Home Phone product away has now been cancelled.
This email confirms that your transfer has been stopped and that your Home Phone product won't be changed.
You don't need to do anything and you will continue to be billed for your service as usual.
This doesn't look right, since as far as I am concerned nothing should have changed since the end of my conversation with Brian.
Can you clarify please?
(2)
I also asked Brian to cease/disconnect the phone line (incl broadband) with immediate effect - he agreed and told me it would take effect within 24 hours.
Can you confirm if this will be done / has been done as promised?
Kind regards,
Ian.
[Moderator's note by Dick(Strat): CSA name edited as per the forum rules.]
2 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,505
Thanks: 1,024
Fixes: 200
Registered: ‎25-03-2015

Re: Account cancelled as agreed, then Cancellation Stopped??

Apologies for any confusion here.
It looks like your line has been ceased as requested (The order for this has already completed)
The reason you received notification advising the orders to transfer the service away had been cancelled, is because they had to be cancelled in order to process the request you had made to cease the services with immediate effect.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Doune555
Newbie
Posts: 2
Registered: ‎28-10-2015

Re: Account cancelled as agreed, then Cancellation Stopped??

OK, as a work-around it makes sense.  Huh
Thanks for explanation.
Kind regards,
Ian.