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Confusing information regarding refund time

Posts: 1
Registered: ‎31-08-2022

Confusing information regarding refund time

I am due a refund due to overcharging on my account. I have had an ongoing problem with this since February.
Fortunately, the overcharging problem has (hopefully) been resolved by setting up a new account for me.
The problem I have is regarding when I will get my refund of £90.
I was told in 3 separate emails (as you had to put the refund through on 3 separate requests. Which in itself is weird) that the refund will be processed and will be in my bank account within 2 working days. After 2 working days (today) I called up only to be told that it is being processed by cheque and won’t be in my account for up to 14 days!!!!
Firstly, cheque. Really? Who uses cheques to process refunds now-a-days? Surely a broadband company can use bacs/bank transfer. Using cheques is very out of date.
Secondly, at no point was I made aware/given the choice of how to receive the refund.
Thirdly, surely it’s in my statutory/consumer rights to expect the money back in my bank account within 2 working days once I have been informed/confirmed by your customer service personnel.
Up until now I have not had a problem with PlusNet, so this is disappointing
Plusnet Help Team
Plusnet Help Team
Posts: 16,793
Thanks: 857
Fixes: 217
Registered: ‎27-04-2007

Re: Confusing information regarding refund time

Hi there @ollymc


I'm really sorry about the issues with your account and all the delays to your refund. We'd usually issue those as a cheque if the direct debit has been closed or if it's being issued as a good will gesture, the former will be the case due to a change of accounts but I'm sorry for any inconvenience. 


Please feel free to send me a private message with your username if that still needs looking into though and I'll be more than happy to help. 

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