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‘Can’t change product message’ after 6+ months

Kenny792001
Newbie
Posts: 4
Registered: ‎28-01-2023

‘Can’t change product message’ after 6+ months

I renewed my contract in middle of 2022 and still getting ‘You can't change your products for the moment, you already have a product change in progress.’

 

I’m not even sure the amount I’ve been charged since August/sept is correct, as looks like renewal went through no new contract dates are applied but not the price offer I got to renew.  

8 REPLIES 8
jab1
Legend
Posts: 16,657
Thanks: 5,255
Fixes: 246
Registered: ‎24-02-2012

Re: ‘Can’t change product message’ after 6+ months

@Kenny792001  Was your change merely a renewal, or did you change any products/addons at the same time?

John
Kenny792001
Newbie
Posts: 4
Registered: ‎28-01-2023

Re: ‘Can’t change product message’ after 6+ months

just a renewal, nothing else changed. 

jab1
Legend
Posts: 16,657
Thanks: 5,255
Fixes: 246
Registered: ‎24-02-2012

Re: ‘Can’t change product message’ after 6+ months

Thanks. Unfortunately, the 'new, improve' accounting platform introduced a couple of years back - or maybe longer - has one massive flaw which, for some reason, Plusnet are unwilling or unable to fix - although the automatic system is supposed to close that message when the process is finished - for some strange reason it totally fails to do so.

Most customers only realise that this is happening when they come to attempt to make account changes. The only way to resolve this is to post on here, as you have done, or call in, and then either the call handler or Help Team member has to manually 'flick a switch'.

It sometimes appears that despite numerous complaints, this has been swept under the carpet, as a 'minor irritation', but it is far from that, it is a significant failure.

John
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 128
Fixes: 25
Registered: ‎01-12-2020

Re: ‘Can’t change product message’ after 6+ months

Hi @Kenny792001 !

 

Thanks for reaching out over the forums and I'm sorry to hear you've been having trouble with your online account. I have looked into this and found got the issues resolved. For full details I've sent across an email and opened a ticket on your account. 

 

Please let me know if you need anything else Smiley 

 Curtis Smith
 Plusnet Help Team
Kenny792001
Newbie
Posts: 4
Registered: ‎28-01-2023

Re: ‘Can’t change product message’ after 6+ months

Hi

This still hadn't been fixed. On the ticket it says refund wasnt issued as should follow a different process and my bill is still £56 rather than £37.

Could you double check the ticket and fix both please.

Thanks

Kenny.
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 128
Fixes: 25
Registered: ‎01-12-2020

Re: ‘Can’t change product message’ after 6+ months

Hi there!

 

I've processed the refund with the extra amount for the latest bill and dropped an email to confirm. 

 

I'm just going to keep an eye on the account to make sure the discount goes on this time as it didn't take to the last bill but so far everything looks good. 

 Curtis Smith
 Plusnet Help Team
Kenny792001
Newbie
Posts: 4
Registered: ‎28-01-2023

Re: ‘Can’t change product message’ after 6+ months

Hi There,

The discount still hasn’t been applied as I’m still getting charged £56 a month. The refund I received a email about hasn’t come into my bank account (and will now need to be updated as I’m heading into month 8 by my count of over paying)

Could this be fixed asap please as its becoming really frustrating how issuing a refund and charging the correct cost doesn’t seem to work with Plusnet’s billing system.

Thanks

Kenny
RealAleMadrid
Aspiring Hero
Posts: 2,693
Thanks: 1,370
Fixes: 59
Registered: ‎07-07-2009

Re: ‘Can’t change product message’ after 6+ months

@Kenny792001  Your issue has obviously not been fixed after reporting it on the forum nearly 2 months ago despite the claims from @csmith94 that action had been taken to sort it. 

I would raise an official complaint as it appears  Plusnet staff are not able to influence their broken billing systems.

complaints-code-of-practice