Bill issued after closure of account
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- Re: Bill issued after closure of account
28-05-2019 6:21 PM
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Fixed! Go to the fix.
28-05-2019 7:55 PM
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Thanks for your post @davneg.
We're sincerely sorry to hear of this seemingly erroneous bill having been generated.
On checking the account I am unable to actually see the latest (or any other) bill and so have had to send a ticket over to our Billing Operations Team for clarification on exactly what these charges are.
I expect a response within the next 5 working days and will update you directly as soon as I do.
In the meantime I would indeed advise cancelling the Direct Debit to ensure that no incorrect funds are taken, as the refund process could take up to 20 days to complete if the wrong monies are taken.
Please let me know if you need any further assistance at all.
Re: Bill issued after closure of account
28-05-2019 8:48 PM
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Thank you for the reply, @OskarPapa
I have now cancelled the Direct Debit from my side. If any further action is required from me, I shall wait to hear from you or a staff member of PlusNet.
Re: Bill issued after closure of account
28-05-2019 9:12 PM
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Re: Bill issued after closure of account
on 28-05-2019 10:10 PM - last edited on 29-05-2019 6:22 PM by Strat
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Plusnet is telling me I have to pay to leave them.
It is impossible, because of Plusnet's setup to contact them other than this way.
Account username: [Removed]
Phone number affected: [Removed]
We're sorry to hear you're moving your landline service.
Another service provider has told us that you're moving your phone service to them.
Your phone service will transfer automatically on 14th June 2019 and will result in the cancellation of your phone contract. • If you're also moving your broadband service - (we've not got confirmation of this yet) this should happen on the date set out above and will result in the cancellation of your Plusnet account - we'll send you another email with further details if this is the case • If you're not moving your broadband service - we'll continue to supply your broadband and any other services you have with us after this date If that's not right, or you'd like to speak to someone about your account, call us as soon as possible for free on 0800 073 3057 from a landline or, at UK landline rates on 0330 123 0178 from a mobile, before 4pm on 12th June 2019. The sooner you call the easier it is to change things. When your phone service moves Because you're moving your phone service before the end of your minimum term, you will be subject to early termination charges. These have been calculated at £12.15. You can find out more information about this in our Price guide.
Additional charges may apply if we receive notice that your broadband service is also transferring.
Your broadband package is subject to a surcharge when taken without phone. If you're keeping your broadband with Plusnet, it will cost £13.49 per month after your phone service has transferred. This will start from the first bill you receive after your phone service has transferred. Your next bill After your phone service has transferred, your next bill will include: • The charge to cancel your phone service, detailed above • A final charge to cover your phone service for the period between your previous bill and the transfer date • Any applicable charges for calls made in the period between your previous bill and the transfer date • The monthly charge for the services you're keeping (including your new broadband price, detailed above) Before your phone service moves We're really sorry to hear you're leaving us but before your phone service moves there are some things you need to consider. Your phone service Moving your phone service means you'll lose your Line Only inclusive minutes, inclusive calls to Plusnet Support and free calls to other Plusnet customers. You'll also lose access to the Call Features shown below. • Voicemail If you have an alarm, medical alerting system, CCTV or any other services connected to your phone line, please speak to the supplier to make sure that these services are not interrupted as a result of your move. Any questions? We've got a team of helpful Plusnet advisors to answer any questions you have about leaving. Call us for free on 0800 073 3057 from a landline or, at UK landline rates on 0330 123 0178 from a mobile, between 8am-8pm Monday-Friday or 9am-7pm on Saturdays and 9am-6pm on Sundays.
We'd like to thank you for using our phone service. We hope that you'll consider us again in the future. Best wishes,
[Removed]
Customer Operations Director
www.plus.net
Re: Bill issued after closure of account
28-05-2019 10:59 PM
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@fredottey2 If it is still possible, I'd advise you to edit your post to delete all personal information. It is never a good idea to disclose your address and phone number on a publicly accessible forum. If it's no longer possible for you to remove these yourself, one of the moderators will do so in due course.
Re: Bill issued after closure of account
29-05-2019 9:56 AM
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Hi @fredottey2, thanks for getting in touch.
I'm really sorry for the issues you have had and for the email that's recently been sent to you. Our automated system has sent the email with the charges being if you were to cancel that day rather than on 14/06/2019. I've provided further information on this support ticket here
Regards
Re: Bill issued after closure of account
15-06-2019 6:08 PM
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@OskarPapa how are you?
I have been receiving reminders of payment and warnings of line being disconnected since cancelling my Direct Debit. Does Plusnet know my line has already been disconnected and my contract already terminated on 15th May?
Could you please ask to stop the automated emails please?
Re: Bill issued after closure of account
16-06-2019 12:40 PM
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Re: Bill issued after closure of account
16-06-2019 12:47 PM
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@MatthewWheeler fair enough - just bear in mind I received at least four and the last one sounded also threatening.
Other people may not be as peaceful as me when reading it...
Thanks for replying and have a nice day!
Re: Bill issued after closure of account
16-06-2019 3:00 PM
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Thanks for getting back to us @davneg
I believe this should be sorted now as per the recent e-mails sent but if you have any further issues let us know
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