Can someone please respond to ticket 122679133 or 122932309?

[#1]

Hi,

I'm not getting any response on either of these, can someone please take a look and get the matter resolved?

Thanks, Tony S

[#2]

Hi there,

I've forwarded ticket 122679133 on to the right team and I've directly responded to ticket 122932309 for you. ^AW

[#3]

Thanks.  Fortunately I took the precaution of cancelling the Direct Debit mandate, but would prefer the issue was properly resolved.   Let's see what happens.

[#4]

No problem and apologies for any concern caused everything is lined up to remove the final bill and close the account for you.

[#5]

Hi, 

@adamwalker

 Although I can see your update on the ticket it doesn't appear that anyone in accounts had taken any notice.  I've just had an email from them chasing payment,  and I now can't log in to the Member Centre, it just comes up with a page saying I need to make a payment.   

Please get this resolved.

Plusnet won't be getting any money from me, luckily I had the foresight to cancel the direct debit in advance, a little bird told me that Plusnet would try in on in this way.   

[#6]

Please ignore the emails as those are automated.

The ticket I sent through just hasn't been worked yet but I'll give the appropriate people a prod for you.

[#7]

@adamwalker

Still receiving continual emails and texts chasing this alleged debt.

[#8]

@adamwalker,

Given that this (or indeed any other account) is under review, why has a marker not been applied to the account to stop the automated systems harassing the customer?  The danger of automated systems running out of control (as this system is) is that they'll take a situation to an undesirable level of esclation which becomes difficult to back track.  Why is it so difficult to just silence the system on this account until an intelligent human can look at the issue?

The persistent harrassment does not instil confidence that the matter is under control (within billing) in the manner you have suggested.  I do not doubt your confidence and belief that your actions lead you to, but the evidence is that billing have not got this fixed yet.  May be they need a new billing system, but I do understand that these take many (5+?) years to implement! 

[#9]

We don't have markers which automation can pick up on so we're reliant on a manual removal from the debt recovery process.

I've flagged the issue with this particular account to the head of the relevant department asking for it to be worked on as a matter of priority.

[#10]

Thanks.   It's actually the texts that are more annoying because I use my mobile phone for urgent matters.  I've configured my inbox to mark Plusnet emails as Read so they don't cause the same issue.

[#11]

Whilst the ticket is being picked up and worked, if you remove your mobile phone number from your account, you should stop receiving text message alerts from us.

https://portal.plus.net/my.html?action=view_details&s=0

[#12]

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@aesmith wrote:

...  and I now can't log in to the Member Centre, it just comes up with a page saying I need to make a payment.   

Please get this resolved.

---

@Anoush Sometimes well intended but (in the context of what the customer has already advised) glib suggestions only serve to inflame situations.  Tony cannot log into the user centre to act upon your (otherwise) logical suggestion.  What's the difficulty in simply getting someone to promptly resolve this or marking the account for no further debt chasing?  

[#13]

Sorry, was not aware he wasn't able to login to the member centre Hopefully the ticket will be worked asap as per Adam's comment. I'll monitor this and will give the relevant team another prod if needed.

(Edit)
Having re read the thread, I can see that he did mention it earlier that he's unable to login to the portal.

[#14]

Hi Anoush,

I can in fact get into some Member Centre pages, but only ones that show billing, or open tickets.  So although I can actually login, I can't get to contact details.    I'm not sure changing or removing the number would help, during the long fault Plusnet continued to send texts to the wrong mobile number for months after we'd confirmed it was correct on my account, so I guess even if I was able to change or remove it might take a considerable time to come into effect.

The link that you gave takes me to a page with the following ..

We couldn't take a payment that's due on your account.
So that you can browse without restrictions it's best to make this payment as soon as you can.

[#15]

If you would like me to, I could remove the number from your account when I'm in work tomorrow morning in the hope that helps stop those messages from getting through.