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Contract length and cancellation charges we need help

mark123holl
Newbie
Posts: 3
Registered: ‎20-05-2018

Contract length and cancellation charges we need help

We recently agreed to stay with plusnet worst days work we have ever done was offered a great deal with the post office and should have gone with them.

 

Phoned plusnet for cancellation as we had completed our contract got persuaded to stay as they would match the post office though the voucher offered by plusnet was less than post office thought why not save ourselves hassle.

 

Well it turns out we have been signed up for something we never wanted we asked for free evening and weekend calls and internet was told it came to £19 as the internet was free.

 

Well guess what never happened have been charged each time turns out its only line rental we would never have signed up for this we were leaving plusnet due to personal circumstances as we were paying £27 but at the end of our contract it was going up so doing the sensible thing and not paying more than we could afford we down sized the package.

 

We have this month been charged over £37 oh and guess what 4 calls which were under an hour on the weekend as we believed we had free evening and weekend calls came to over £20

 

Have contacted the support team no one got back to us it is us constantly ringing finally got to cancellations and were more or less told we were liars and this is after us coming to plusnet through recommendation and us recommending someone else.

So now we are trying to leave plusnet but it seems to get to hear a recording when you are offered your package takes 3 weeks oh and no one knows how long it takes to get the instant chat as well.

 

We just want to leave have had enough can someone help us

4 REPLIES
Moderator
Moderator
Posts: 18,501
Thanks: 2,854
Fixes: 232
Registered: ‎06-04-2007

Re: Contract length and cancellation charges we need help

Moderator's note:

Thread moved from General Chat to My Account/Billing.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
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mark123holl
Newbie
Posts: 3
Registered: ‎20-05-2018

Re: Contract length and cancellation charges we need help

Well finally got a phone call we have only had the new contract which we know now we were bamboozled by the sales person not even 2 months.

 

Have lost all faith in plusnet apparently its going to cost us £200 to cancel or if we go through another provider who piggy backs off of BT £164.

 

Absolute disgrace when our original phone call was  to cancel and was persuaded to stay on a lower package was because we could not afford to stay as we were.

 

Well hopefully we will get the recording of the phone call and instant chat and then its off to the ombudsman as the cancellation fee is a joke too far.

 

mark123holl
Newbie
Posts: 3
Registered: ‎20-05-2018

Re: Contract length and cancellation charges we need help

Oh and will be making sure on FB and other media sites  customer service no call back when promised and they need to stop making the ads on how great their customer service is I am sure plenty of people are now finding out otherwise.

Plusnet Help Team
Plusnet Help Team
Posts: 193
Thanks: 40
Fixes: 11
Registered: ‎23-01-2018

Re: Contract length and cancellation charges we need help

Hi @mark123holl

 

I'm sorry to hear about your experience with ourselves and have fully reviewed your account. 

 

I can see that you had a direct discussion with one of our managers and this appears to be resolved. 

 

You can follow the ticket link here

 

Should this issue not be resolved please feel free to get back in touch as we're more than happy to help.

 

Thank you.  

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