Contact address for refund query

[#1]

Hi All,

I recently raised an issue with plusnet with regards to a refund due back into my account. They emailed myself after a phone discussion to ask for bank statements showing the requested dates and my sort code and account number. I have emailed them back with the requested bank statements to the email support@plusnet. However, I have since received an email to advise that they do not pick up any emails sent to that address but trying to find an alternative is proving a little difficult (unless I am looking in the wrong areas for this!).

I have tried calling but I am not getting an answer. Is anyone able to point me in the right direction? Thanking you all in advance.

[#2]

This is general chat - for general chatting. Plusnet rarely come in here. What do you expect any of us to do about it?

You should post in the appropriate adsl / fibre / phone forum.

These topics are becoming tiresome - we're seeing them every day.

The mods need to sticky a topic saying not to ask account related queries in general chat.

[#3]

Yep I'll ask the mods to move this to "My Account/Billing", though @7up may have already done this.

Your query is better suited there than it is here and will been seen quicker.

[#4]

Thank you for your polite response......

Unfortunately I am a newbie as it states on my profile so trying to get to grips with everything so I do apologise if I have upset you by posting in here.

Take care and stay safe!

[#5]

Thank you for your help,Alex.

I will know for next time now should I have any other queries to try other routes.

[#6]

No problem @Itsthemonkeys 

You haven't upset us, we're just trying to help and get your question answered. So just letting you know it is better placed in there.

[#7]

Your response was very helpful as I say and thank you for being polite.

[#8]

Moderators Note

This topic has been moved from Chat to My Account / Billing

[#9]

Hi@Itsthemonkeys 

Standard (secure) practice is to refund to the source of the payment. Was there a reason for their doing otherwise?

Dave

[#10]

Thanks for getting in touch @Itsthemonkeys I've picked this up for you and I've added a reply onto your support ticket 200648406. Let us know if there's anything else you'd need help with.

[#11]

You can access your support tickets using the link below.

Support ticket updates will invariably give rise to an email, in the case asking for additional information which should be provided by updating the linked to ticket, not by replying to the email.

It’s been a longtime since I’ve seen such an email, so if that was not clear, can you please say so. Thank you.

[#12]

Hi @Itsthemonkeys 

@Gandalf kindly helped in the back ground Super User discussion on clarity of how to respond to requests for additional information.  It is somewhat intuitive to want to respond to an email (notification from the ticket system) ... with an email, but the response path for such requests should always be via the user portal and the ticket system.

The bottom of the information email has a link to the ticket and an invitation to add information if required, under "What happed next?".  From your experience, do you feel that this needs to be made more prominent?

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