Bogus early termination charge
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- Re: Bogus early termination charge
Re: Bogus early termination charge
29-11-2018 3:57 PM
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I believe that given the current known accounting problems created by the new billing engine that this is a reasonable and valid request.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Bogus early termination charge
30-11-2018 9:59 AM
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Good morning @richi, thanks for your post.
Whilst we would say that our ticketing system serves as adequate evidence of the issue and wouldn't usually send out a letter, we are of course able to get a letter typed up and sent out in relation to your issues, if that's what you'd prefer?
Re: Bogus early termination charge
30-11-2018 10:27 AM
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Thanks, Owen. I really would. Much appreciated.
In the same way that you wouldn't usually do it, I wouldn't usually insist. But I'm aware of the other recent cases where debt collectors have turned up at the door after the customer was told by Plusnet to disregard an incorrect bill.
Sorry to put you through additional manual clerical work, but it wouldn't be necessary if the accounting system worked correctly. This is an issue that's been happening for several years now; I'd hoped the new system would have fixed it—but sadly not, it seems.
Thanks again
Re: Bogus early termination charge
30-11-2018 4:51 PM
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Hi @richi, I have put this in a letter and we will get this sent for you.
Re: Bogus early termination charge
30-11-2018 4:53 PM
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Awesome, thanks!
Re: Bogus early termination charge
03-12-2018 10:16 PM
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@BoomBoomUK am I reading this right? Registered 4 hours ago and already posted 31 times? What's your agenda?
Re: Bogus early termination charge
06-12-2018 10:05 AM
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Re: Bogus early termination charge
06-12-2018 10:17 AM
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@Gandalf wrote:
If you've received the automated email advising of an early termination charge then it's likely that the system will generate this figure as the final bill (deducting any due refunds) after your account is closed.
Unfortunately there's no way to override the system as it is automated.
Hi @Gandalf, in fact, the final bill looks to be correct. Happy days.
Thanks, Anoush and others on the team, for your hard work on this and the other couple of issues we've had with the service in the past. I wish you well, and it's my sincere hope that the accounting system gets sorted out quickly, for the sake of your work/life balance!
As I said elsewhere, I'm sorry to leave, but the ongoing issues with BTW's vlan management, and the lack of workable VDSL2 here means that LLU is the only sensible option at this location. I had hoped that the switch from Max to 21CN at this rural exchange would have fixed the issues, but sadly not.
Re: Bogus early termination charge
06-12-2018 10:23 AM
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Thanks for the update richi.
I'm glad to hear that your final bill looks to be correct.
Looks like it may have just been a display issue on the automated leaving notification e-mail you received.
All the best with your LLU provider and hopefully we'll see you back at some point in the future.
(P.S. feel free to stick around here, your knowledge is greatly valued!)
Re: Bogus early termination charge
17-12-2018 3:02 PM
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Hi @Gandalf, I just realised that you won't be able to take the final £3.75 on my account, because there's no direct debit.
Weirdly, your invoices don't have any bank account details on them. So I searched around for how to pay you, and finally found an FAQ that directs me to www.plus.net/pay – however, that link doesn't work!
If you'd like the money, please let me have your bank details to send it to, or a link that works.
Re: Bogus early termination charge
17-12-2018 3:19 PM
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Hi richi.
We don't accept payment in the form of BACS, and the site plus.net/pay will only work if there's an outstanding balance.
It doesn't look like the final invoice is outstanding yet as our system is likely trying to take it via your direct debit still.
Once the payment fails we'll email you to let you know and you'll then be able to pay online.
Let us know if there are any issues though.
Re: Bogus early termination charge
28-12-2018 9:53 AM
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Morning. Hope you all had a good xmas. Still seems to be no way to pay you my small final amount.
Re: Bogus early termination charge
28-12-2018 10:25 AM
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Re: Bogus early termination charge
09-01-2019 4:11 PM
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This whole thread is extremely depressing, I have to say
Re: Bogus early termination charge
09-01-2019 4:20 PM
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@Gandalf thanks, but all they did is raise another bill, which still doesn't give any way to actually pay it. (And plus.net/pay still fails.)
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