Billed by mistake - where's my refund?
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Billed by mistake - where's my refund?
27-09-2018 12:51 AM - edited 27-09-2018 1:03 AM
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Hi,
I closed my account with Plusnet at the end of a 12 month contract on the 18th of September. You then took 29.98 from my account on the 21st by direct debit for services I didn't use and by your own admission should never have been billed for. I raised this issue with one of your support team last Friday after spending the usual 40 minutes on hold and I still haven't got my money back - what's going on?
EDIT: To make it perfectly clear, the team member I spoke to on Friday said they would process the refund - my question is about when this is happening, not if.
Re: Billed by mistake - where's my refund?
27-09-2018 12:38 PM
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Re: Billed by mistake - where's my refund?
27-09-2018 5:37 PM
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Re: Billed by mistake - where's my refund?
14-10-2018 9:52 PM - edited 14-10-2018 10:25 PM
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I've waited for two weeks now and the refund hasn't come through. What's happening? Why is it taking this long?
What happened to the estimated "5-7 working day" processing period for this refund? Why has the support ticket been closed for 14 days of inactivity when the issue hasn't been solved? I didn't realise your own inactivity was grounds to shut down support claims!
Considering that this direct debit should never have been taken from me in the first place this is really frustrating. I don't want excuses, I want my money back.
EDIT: Other plusnet users in a similar position to me should use OFCOM's monitoring form for billing problems. Although they cannot take up our cases individually, enough of these forms reaching them will let them know what's happening here.
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Re: Billed by mistake - where's my refund?
15-10-2018 12:20 PM
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Hi @0295G11,
I'm sincerely sorry to hear about the issues you're currently experiencing.
From looking into your account, I can see that this has already been raised to the relevant department to resolve this. I understand that it has taken longer than you expected but I'm afraid we are currently experiencing some delays.
I can assure you that your refund will be issued out and I really appreciate your patience with us during this matter.
I apologise for the frustration and inconvenience that this may have caused.
Please get in touch if you have any further queries.
Thank you,
Aisha
Re: Billed by mistake - where's my refund?
15-10-2018 12:52 PM - edited 15-10-2018 12:55 PM
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I note your comment “…but I'm afraid we are currently experiencing some delays”.
I am still a Plusnet customer but here are two examples of such “delays” that affect me:
First “delay” –I have an issue with missing referral credits on my September bill that is currently with the billing team. It was first raised with Customer Services on 9 September, and, to date, there has been no substantive reply. There is a ticket on my account (#182750474) awaiting that response.
Second “delay” -My October bill is now over a week late and so I cannot tell, in the absence of any useful response to my ticket, if the issue has actually been sorted.
When are Plusnet going to start telling their paying customers what is really going on with this new billing system and when they can expect things to be sorted?
Plusnet management are showing nothing short of contempt for those affected customers and ex-customers.
Re: Billed by mistake - where's my refund?
15-10-2018 3:33 PM
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I want to also make it clear that a cheque in the post won't work as a repayment method because I have moved from the property you supplied.
Having looked at a couple of other threads I've noticed that seems to be a popular repayment method but it'll have to be a bank transfer to the account you took my money from in the first place.
Re: Billed by mistake - where's my refund?
15-10-2018 3:36 PM
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Hi @jgb
I am really sorry for the delays you are experiencing and for the obvious frustration caused. These issues are with the relevant team to investigate further, however due to the increased contact recently I'm afraid responses have been a lot slower than we would like.
I have picked up your comments regarding your October bill on another post and responded here
If you have any further questions please do not hesitate to get back to me
Re: Billed by mistake - where's my refund?
19-10-2018 7:46 PM - edited 19-10-2018 11:43 PM
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EDIT:
I've waited long enough. I will be taking my money back through the terms of the direct debit guarantee.
I can't emphasise enough how useful it would be if you would make this option known to customers instead of wasting weeks and weeks of my time on something like this.
Re: Billed by mistake - where's my refund?
20-10-2018 11:19 AM
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Hi @0295G11
Thank you for getting in touch and I am sorry for the amount of time you have been waiting for your refund.
I have looked through your account and as my response contains account specific details I have responded via a ticket on your account that you can view here
If you have any further questions feel free to get in touch.
Re: Billed by mistake - where's my refund?
22-10-2018 8:40 AM
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Re: Billed by mistake - where's my refund?
22-10-2018 1:12 PM
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