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Erroneous Cancellation Charge

maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Erroneous Cancellation Charge

Hi,
I have been with Plusnet for about a year.
After a fairly lacklustre experience I decided to leave and go to a different ISP.
I have now migrated but my final bill includes a "Plusnet Unlimited (Contracted) £66.00" item.
I signed up to Plusnet with your 60GB capped broadband and phone package.
Last month when I requested my MAC key I was offered an upgrade to your Unlimited package but declined it as I had already signed up with my new ISP.
I have not agreed to any "contract" verbally or in writing.
Please remove this item from my bill immediately.
Kind regards,
Max.
20 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Erroneous Cancellation Charge

Hi, I'm afraid as payment has already been requested we can't remove it from the invoice though we will refund you in full as soon as the payment has gone through - really sorry about that.
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Hi Matt, thanks for your reply.
There is also a £5.00 refund due from a previous ticket that has failed to show up on my final bill.
Could you have a look at this please?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Erroneous Cancellation Charge

I'll make sure that's taken into account, sure.
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Thanks.
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Hi,
The money was taken from my account by DD on 13/12/13.
I have not received any further communications from Plusnet regarding a refund.
When will this money be returned to my account please?
Max.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Erroneous Cancellation Charge

Hi, sorry for the delay - I've refunded the cancellation charges as above and also the £5 charge you mention, those should be back in your bank account within 7-10 working days. I've also cancelled the account for you so you won't get any more charges.
Hope that helps, thanks for your custom and hope things go well with the new provider.
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Hi Matt,
Today I was refunded the £46.86 from my final bill and the £5.00 outstanding refund.
Here is the calculation of my final bill from Plusnets support ticket.
Quote
Question #77904448 - Your Feedback
< Back
Your Response
2:34am, Saturday 30 Nov 2013
The LLU PSTN cease on this account has been completed. Please arrange for the account to be cancelled.
[mremoved] - CSC Analyst
4:27pm, Monday 9 Dec 2013
Customer has migrated to an LLU provider and the account has been closed.
Broadband Migration Date: 29/11/13
Home Phone Migration Date: 29/11/13
The account balance is as follows:-
Broadband Subscription Between 22-11-2013 to 21-12-2013 £9.99 (£-7.65 refund due for 23 days)
Home Phone Line Rental Between 22-11-2013 to 21-12-2013 - £14.99 (£-11.49 refund due for 23 days)
Plusnet Unlimited (Contracted) £66.00
Final Balance: £46.86

   £9.99 - £7.65 = £2.34
£14.99 - £11.49 = £3.50
                            £5.84 - £66.00 = -£60.16
So it appears I am still owed £60.16.
jim:csa
Superuser
Superuser
Posts: 6,774
Thanks: 854
Fixes: 55
Registered: 30-07-2007

Re: Erroneous Cancellation Charge

No, the cancellation charge of £66 should not have been included in the final account. You should have been refunded exactly that, £66. Since you have already been refunded the £46.86 you still require £66 - £46.86 = £19.14 to be refunded. That equates to the refunds for the BB & Phone subscriptions for the 23 days.
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Thanks for that MisterW, I see your point.
Either way Plusnet still owe me money.
Matt?
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Plusnet erroneously sign me up to a contract I have not asked for or agreed to.
I have to complain on your forum to get the matter resolved.
Plusnet tell me they will have to take the money even though it is Plusnet's error.
I have to chase Plusnet to get the money refunded.
Plusnet short change me on the refund.
Again I have to chase Plusnet on their forum to get my money returned.
Why would anyone possibly think that choosing Plusnet was a good idea?
Community Veteran
Posts: 3,382
Thanks: 5
Registered: 18-01-2013

Re: Erroneous Cancellation Charge

It could be worse - I had NTL  threatening to send bailiffs to collect the money I was trying to pay them which they were refusing to accept.
That took me three months, a direct email to the CEO's personal email address and my own personal "manager" for a week more to get it all sorted.
Don't get me started on British Gas either - I've had senior management over for a coffee before - I don't mess about when I get messed about  Grin
I do agree thought that Plusnet's billing (and refund) system seems rather [Censored] at times - pardon my French. The staff on the forum are pretty cool though.
Who are you moving to for your new provider ?
maxol
Dabbler
Posts: 11
Registered: 09-12-2013

Re: Erroneous Cancellation Charge

Hi picbits, please don't thread hijack.
I'll send you a pm regarding my new ISP.
The Plusnet forum staff seem pretty absent.
Community Veteran
Posts: 3,382
Thanks: 5
Registered: 18-01-2013

Re: Erroneous Cancellation Charge

The staff don't tend to man the forums at the weekend and if they do reply they are quite often logging in from home so can't access the systems at PN towers.
Hopefully it should be picked up by one of them on Monday  Smiley
epickering
Newbie
Posts: 6
Registered: 07-12-2011

Re: Erroneous Cancellation Charge

Hi Max, Im sorry for the delay.
I have sent Matt an email requesting that he look into this issue tomorrow for you and PM if required.[color=black][/color]