Cancellation Charge

[#1]

Hello,

Before I took sky up on their wonderful VIP offer for telephone and broadband i contacted plusnet to check that I was out of contract and what my charges would be for cancelling my service. I was told I only had 2 weeks left of my contract and that my cancellation charge would be just over £12. I have now had an email and a letter stating that I owe £140+ for cancellation fees!

I purposely checked this so that there were no nasty surprises even though I knew I was almost out of contract. I want to dispute this but online chat is never available and when I phone I'm told there is a 45 minute wait time.

Are chat conversations recorded for events such as this? I refuse to pay £140. The chap tried to get me stay with plusnet but agreed that the deal I had been offered was very good and they could get nowhere near it on price.

[#2]

Hi @annahendy81,

I'm sorry that you were told on the chat that the cancellation fee would be much lower than what you were advised by letter and email. I've had a look into this now for you. My response contains a lot of account specific information so I've added this as a ticket on your account which you can view here. I've also attached a copy of the chat to this ticket so that you have a copy of this moving forwards.

I hope that this helps. Please let us know if you have any questions or if there's anything else that you'd like to discuss.