Double charged, cut off, account closed, no refund

[#1]

Sorry, but there's no mention of an overcharge. The issue is that the fibre promotional discount is still not appearing on the bills, so it has to be refunded each month. I've said that I will check the next bill in April to make sure that it is included.

So no, I do not believe that all the issues have been resolved.

[#2]

Hi @ianandpip I've had a look at your account and I can see that the discounts were applied to you account. Moving forward you should see these credited of your monthly invoice.

If you have any questions please feel free to let me know.

Thanks,

[#3]

Update to question #186068998

Thank you for getting in touch.

I can confirm that I have been charged the correct amount of £13 for April.

However, I disagree that ‘this account and issue have been resolved’.

This call is a complaint, which has been passed to the ombudsman.

As PlusNet have not contacted me regarding the ombudsman’s decision, the issue is still open.

[#4]

Hi @ianandpip, thanks for getting back to us.

I'm glad your bill was correct, though I'm really sorry that the ticket was closed. With that being said, if you already have an open Ombudsman case, there is no detrimental effect to the ticket being closed as the complaint is dealt with via the Ombudsman portal rather than a complaint ticket. However, I've now re-opened it for you.

Once a settlement has been agreed upon and processed via the Ombudsman, a ticket would be created on the account confirming this.

I hope this helps.

[#5]

Hi Plusnet Help Team.

The Ombudsman issued their decision more than a month ago - how long will it be before Plusnet implements it?

[#6]

I have added an update on the ticket with that information for you.

[#7]

Have you been back to the Ombudsman to tell them that Pnet have thumbed their n oses at them and not complied in the required time?