Billing Error / Refund

[#1]

Hi

I was in the process of moving from BT to Plusnet but the day before my change date I was sent a failure notice and my order was cancelled.  I spoke to Plusnet who advised me to speak to BT to ensure that I did not loose internet as its critical at the moment.  I have been informed that the failure resulted from the current situation with Coron-19 and I have therefore decided not to move at this time because of the risk of loosing internet should it go wrong.

BT have confirmed they will retain my internet service until I decide to move once the situation improves.

I have left a message on my ticket for Plusnet not to retry the order but I have not had a response.

I also require a refund on my first payment of £26.99 from Plusnet.  How do I go about this as I'm not getting any responses!

Thanks

[#2]

@lnorange 

A Plusnet staff member should pick up your post here but it may take some time due to the current crisis. They are also prioritising dealing with issues where customers have faults etc.

[#3]

Thanks, yes that's what I thought would happen