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Cannot view bill in new billing system

Mackem1973
Grafter
Posts: 42
Thanks: 17
Registered: ‎20-07-2018

Re: Thanks for visiting, we'll be back soon

High priority that should have been fixed months and months ago. i think you need to get someone different to look at this problem because it is beyond a joke now please get this sorted as its doing way more harm to PN then good cant imagin the amount of customers that have been lost because of this

Plusnet Help Team
Plusnet Help Team
Posts: 14,160
Thanks: 311
Fixes: 89
Registered: ‎27-04-2007

Re: Thanks for visiting, we'll be back soon

I understand, getting someone different to look at it would be the worst thing to do as we have a decicated team that know what the issue is and are working to resolve it so there'd be no sense in re-starting the clock on that process. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Mackem1973
Grafter
Posts: 42
Thanks: 17
Registered: ‎20-07-2018

Re: Thanks for visiting, we'll be back soon

The problem is at least 5-6 months old how can it take this long ?

Shep41
Aspiring Pro
Posts: 215
Thanks: 67
Fixes: 2
Registered: ‎31-05-2017

Re: Thanks for visiting, we'll be back soon

Do the specialist team work for the TSB 🤣🤣🤣🤣🤣
Anon
Pro
Posts: 570
Thanks: 174
Registered: ‎16-04-2007

Re: Thanks for visiting, we'll be back soon

Make a formal complaint and if this shower do not reply, then report them to the Ombudsman Services. If they do reply get a deadlock letter and  report them to the Ombudsman Services.

 

Full of apologies which cost the NOTHING, they are full of that stuff that comes out of cows.

Whatever happens always remember "We will do you
.........................proud" say Pnet.
Anon
Pro
Posts: 570
Thanks: 174
Registered: ‎16-04-2007

Re: Thanks for visiting, we'll be back soon


@Shep41 wrote:
Do the specialist team work for the TSB 🤣🤣🤣🤣🤣

They were the team that got TSB into the mess.

You might have a dedicated team, but obviously they do not have a clue if they have worked so hard for so long and it's still busted. Bit lie that team you sponsor and kick a ball about. Oh no, don't tell me that's the dedicated team you are using.

Whatever happens always remember "We will do you
.........................proud" say Pnet.
speedf
Grafter
Posts: 33
Thanks: 10
Registered: ‎10-06-2013

Re: Thanks for visiting, we'll be back soon

Would advise everyone affected by this billing issue to check their contract.  Just had an interesting chat interaction with pn regarding cancelling my contract.  Basically due to the "billing issues" they say that they started my contract later than they told me.  Admittedly when I pointed out this error, they agreed but still worth a check. 

Also note the "convenient" absentmindedness that I have call saver, which drastically affects the cancellation charge.

Names redacted in chat transcript below:

 

Agent: The contract on your account is as follows:
Start Date: 04-Nov-2018
End Date: 03-May-2020
Cancellation Fee: £187.74

Me: I don't understand. How long was my contract for?
Agent: 18 months.

Me: I had an email on 23 september that says my contract started on 4th October 2018.
Me: (I still have this email)
Agent:I will look on the account for this email

Me: Sent on Sun, 23 Sep 2018, 20:02
Agent:The contract was due to begin on the 4th Oct, however due to the billing issues on your account it could not start until the following month. This means your contract began on the 4th Nov and runs for 18 months. 

Me: I wasn't made away that my contract starts late. You didn't inform me.
Me: Therefore my contract started on 4th October.
Agent:Also the email sent out informing you it began on the 4th October was a system generated email. All other emails do not state a date due to the fact you had billing issues. 

 

 

Me: Can you explain the cancellation fee?
Agent: Yes. You pay £11.61 per full month remaining. 
If your contract ends in April (if we take off the 1 month difference) that would be 14 months including the remainder of March. This is £162.54 total

Me: For my package (unlimited fibre extra) with broadband & phone(Line Rental Saver), cancellation should be no of months x £3.12
Me: Not £11.61
Agent: Sorry I did not see that you had Line rental saver. So to December the charge is £3.12 per month, then the remaining 4 months would be charged at £11.61. 

Anon
Pro
Posts: 570
Thanks: 174
Registered: ‎16-04-2007

Re: Thanks for visiting, we'll be back soon

I have a standing offer to leave for free with full rebate on ALR. Press them to leave for free, they should not treat customers differently and when they break a contract, seems to me they did with you, you can always leave without penalty.

Whatever happens always remember "We will do you
.........................proud" say Pnet.
Plusnet Help Team
Plusnet Help Team
Posts: 360
Thanks: 46
Fixes: 29
Registered: ‎06-08-2018

Re: Thanks for visiting, we'll be back soon

Hi @speedf I am sorry to hear that the billing issues on your account led to the discrepancies with the start date of your contract. If there is any support I can offer you with this or any other issues on your account please do not hesitate to let me know as I'm happy to look into this in hopes of reaching an amicable resolution.

 

Kind Regards,

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Satss
 Plusnet Help Team

speedf
Grafter
Posts: 33
Thanks: 10
Registered: ‎10-06-2013

Re: Thanks for visiting, we'll be back soon

@Satss you're kidding right?  What can you possibly do that countless support staff over the phone and chat haven't been able to accomplish for over four months?  Really am interested - publicly give me a 100% dated commitment beyond "we're doing our best"

My account is a mess - no bills since last year.  My phone bill saver somehow confused with my broadband bill (hence why I'm seemingly "in credit"), my TV subscription cancelled/or not cancelled (can't tell since no bill!), confusion over when my subscription term started, confusion over exit fees, and finally..... no idea from anyone at PlusNet as to when it'll be 100% resolved.

To be honest, just want to get out of this mess now.  It's a real shame. 

speedf
Grafter
Posts: 33
Thanks: 10
Registered: ‎10-06-2013

Re: Thanks for visiting, we'll be back soon

No surprise - no response from @Satss either here in the forum or from the DM I sent.

 

Shoddy once again.  Another two weeks and no sign of any change.

Plusnet Help Team
Plusnet Help Team
Posts: 743
Thanks: 79
Fixes: 29
Registered: ‎06-08-2018

Re: Thanks for visiting, we'll be back soon

Hello @speedf,

Thanks for getting back to us.

I am sorry to hear you have not received any response in relation to this, however, to clarify there has been no DM's in relation to your account. I have checked over your account in depth and created a complaint ticket here with more info.

 

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


speedf
Grafter
Posts: 33
Thanks: 10
Registered: ‎10-06-2013

Re: Thanks for visiting, we'll be back soon

@Mads .  You guys really are a joke aren't you?

My direct message was sent to Satss a week ago.  Screenshot attached, so please don't lie by saying "to clarify there has been no DM's in relation to your account"

And raising another complaint?  Is this going to get any different response to the previous ones that have been raised? 

Please, for the love of god, just let me know how I can get away, penalty free, from this awful company - you clearly have no clue.

Plusnet Help Team
Plusnet Help Team
Posts: 743
Thanks: 79
Fixes: 29
Registered: ‎06-08-2018

Re: Thanks for visiting, we'll be back soon

Hello @speedf,

I have checked in with Satta and can confirm we have not received any such DM which seems a bit strange given the screenshot you have attached to your last reply, however, we are more than happy to assist you.

As mentioned your complaint now has a case handler, we will provide regular updates and keep all information in regards to the complaint in one support thread so it's easy to find.

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


speedf
Grafter
Posts: 33
Thanks: 10
Registered: ‎10-06-2013

Re: Thanks for visiting, we'll be back soon

@Mads Brilliant.  Now your messaging system doesn't work properly either.

 

So, let's play this game again and waste everyone's time:

 

Step 1 - Complaint is raised

Step 2 - Response "very sorry, but we haven't got a clue when we'll be able to fix things"

Step 3 - Complaint is closed

Step 4 - go back to step 1

 

Seriously, why won't you just let me leave?