Erroneous Cancellation Charge
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Erroneous Cancellation Charge
09-12-2013 5:53 PM
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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.
Re: Erroneous Cancellation Charge
10-12-2013 1:22 PM
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Re: Erroneous Cancellation Charge
10-12-2013 7:40 PM
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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?
Re: Erroneous Cancellation Charge
11-12-2013 10:51 AM
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Re: Erroneous Cancellation Charge
11-12-2013 10:54 AM
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Re: Erroneous Cancellation Charge
18-12-2013 10:46 AM
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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.
Re: Erroneous Cancellation Charge
18-12-2013 11:00 AM
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Hope that helps, thanks for your custom and hope things go well with the new provider.
Re: Erroneous Cancellation Charge
23-12-2013 12:57 PM
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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
Re: Erroneous Cancellation Charge
23-12-2013 1:25 PM
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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Erroneous Cancellation Charge
23-12-2013 2:23 PM
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Either way Plusnet still owe me money.
Matt?
Re: Erroneous Cancellation Charge
03-01-2014 8:16 PM
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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?
Re: Erroneous Cancellation Charge
03-01-2014 8:29 PM
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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
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 ?
Re: Erroneous Cancellation Charge
04-01-2014 6:16 PM
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I'll send you a pm regarding my new ISP.
The Plusnet forum staff seem pretty absent.
Re: Erroneous Cancellation Charge
04-01-2014 6:26 PM
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Hopefully it should be picked up by one of them on Monday
Re: Erroneous Cancellation Charge
06-01-2014 6:03 PM
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I have sent Matt an email requesting that he look into this issue tomorrow for you and PM if required.[color=black][/color]
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