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Don't mess me about AGAIN!

Community Veteran
Posts: 1,101
Registered: 10-09-2010

Don't mess me about AGAIN!

I just received this email
Quote
Dear Mr Ward,
Account username: fourfourdevon
Our records still show that the card details saved for your account aren't valid or may have expired.
So that we can take the next payment for your service it's important that you update your card details before 2011-01-10.
Update your card details now:
https://portal.plus.net/my.html?action=update_credit_card
Paying by Direct Debit
--------------------
Although you won't be able to pay by Direct Debit this time, you can set one up for your future payments by going to My Account:
https://portal.plus.net/my.html?action=direct_debit
If you're having trouble adding payment details or have a question about this, please contact our Support Team using the Help Assistant ( http://help.plus.net/ ) or call us on 0845 1400200.
Kind regards,
Plusnet Customer Support
http://www.plus.net/
Email ref: E0673

Only I don't pay by credit or debit card, I pay by DD, and when I went to check, sure enough there are no card details stored on my account.  So WTF Plusnet?  Don't mess my account again, just take the DD as you are supposed to and everybody will be happy.
7 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Don't mess me about AGAIN!

Hi fourfourdevon,
I'll take a look at that for you and let you know what I find out, sorry about that.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Don't mess me about AGAIN!

It looks like we're still awaiting the new DD to set up - it was submitted on the 23rd but I'd expect delays over the christmas period what with the bank holidays and all. That's why you've had the email. Your next invoice isn't due until the 10th, I'd be very surprised if it wasn't set up by then so you should have nothing to worry about. Please disregard the email.
Community Veteran
Posts: 1,101
Registered: 10-09-2010

Re: Don't mess me about AGAIN!

OK, thanks for the reply.
Could you ask for a fix to the system so that DD issues don't result in emails about Credit/Debit cards being sent?
Cheers
Jason
glloyd
Rising Star
Posts: 1,667
Thanks: 20
Fixes: 1
Registered: 06-04-2007

Re: Don't mess me about AGAIN!

God knows what's going on this month. I had this email this morning
We don't have any valid payment details saved for your account. You can add a card or Direct Debit details by going to My Account:
https://portal.plus.net/my.html?action=update_credit_card
Note: If we can't take payment we may apply restrictions to your service.

When I phoned I was told to ignore the email.
Community Veteran
Posts: 1,101
Registered: 10-09-2010

Re: Don't mess me about AGAIN!

Quote
Dear Mr Ward,
Account username: fourfourdevon
The next payment for your Plusnet service is due to be taken on 2011-01-10. However, the card details saved on your account still aren't valid, or may have expired.
It's very important that you update your card details now. If we're not able to take payment this may lead to restrictions on your service.
Update your card details now at:
https://portal.plus.net/my.html?action=update_credit_card
If you're having trouble adding payment details or have a question about this, please contact our Support Team using the Help Assistant ( http://help.plus.net/ ) or call us on 0845 1400200.
Kind regards,
Plusnet Customer Support
http://www.plus.net/
Email ref: E0672
--
Plusnet plc
Registered Office: Internet House, 2 Tenter Street, Sheffield, S1 4BY
Registered in England no: 3279013

WTF?!?!?!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Don't mess me about AGAIN!

Hi fourfourdevon,
As I said, these are being sent because the Direct Debit isn't set up yet (so we currently have no method of taking payment) and there's no card details. They will stop as soon as the Direct Debit goes active but in the mean time there's nothing we can do - the system will most likely send an email each time it fails to take a payment I'm afraid. You can ignore these emails.
Community Veteran
Posts: 1,101
Registered: 10-09-2010

Re: Don't mess me about AGAIN!

Sorry that's not good enough now.
1) Why isn't the DD setup?
2) Is it the same as when I first set up DD and you guys failed to actually submit it to the bank?
3) What happens when you fail to get paid on the 10th?  Will I get cut off?
4) Why do you send emails about credit cards when its problems with DD?
5) Are you going to sort, this?  And I don't mean sort it this once so problem goes away again, I mean, are you going to sort out this utter balls up you have with your billing system such that it fails regularly, sends out spurious emails and pisses your customer off?