Account cancelled in error, termination fee unrefunded

[#1]

Hi,

Plusnet accidentally cancelled my phone/broadband account. New account created, back online. Painful but not the end of the world.

However, then I got billed about £150 for terminating my old account. I rang up, got reassured it would be refunded. A few days later I got an email and text saying no further action would be taken against the support ticket (so presumably no refund).

Am working abroad for rest of 2019, 9 hours ahead of UK, can't get on chat, have a terrible phone connection, can't get through to Plusnet.

So I asked my bank to refund the erronous termination fee via the direct debit guarantee, and also asked they cancel the old account's direct debit.

The nightmare continues. Will the bailiffs be round next?

[#2]

Hi @TheTerminated, thanks for your message.

We're sorry to hear of this ongoing billing issue.

We should be able to get this resolved for you but can I just confirm that I've read the post correctly in that you've already made an indemnity claim through the bank in order to get your money refunded?

[#3]

Thanks for getting back to me.

Yes I asked my bank for a refund under the direct debit guarantee and they have provided it already.

Apparently they now contact Plusnet and if you agree it was a mistake that's the end of it. If not, the nightmare continues!

[#4]

Thanks for getting back to us @TheTerminated.

Unfortunately the team we'd need to check this with aren't in at this time in the evening but I'll check with them tomorrow and update your account as soon as we know more