Fed up and tired of excuses
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Fed up and tired of excuses
Re: Fed up and tired of excuses
20-10-2018 9:21 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
And as well as the above.... And all the stupid excuses there is no reason. What so ever as to why you couldn't credit the £48 on to my commercial account..... Other that what would seem to be that plusnet enjoy dragging their feet with customers and fobbing customers off.
And not one person has explained to Mr what the hell has gone so wrong.... 1 CSR tried to blame bt even tho bt have no involvement in a internal transfer another blamed ur billing system.... All the promised call back and [-Censored-] I've not had..... I really thought plusnet would be better than origin broadband but seems ur just as bad.
Again please give me a deadlock letter so you can deal with the onbudsman..... Had enough
Re: Fed up and tired of excuses
20-10-2018 7:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello @warbleeder
Thank you for your response, I understand you are not happy with the way we have processed the refund and not credited your other account instead.
I have created a ticket in response to your query, you can view this by Clicking Here
Should you need any further assistance, feel free to ask - Wakas
Re: Fed up and tired of excuses
20-10-2018 7:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
its not just about the way I have been refunded.... This topic says it all.... But its been 1 month 10 days since 10th September and you have only just issued my refund..... Up to 21 days for delivery.... And upto 14 days for check to clear.... So as I asked above.... Do plusnet think this amount of time is acceptable to wait for a refund?
Ow and than fact I'm now technically in debt with you because your system isn't generating me bills... So I can't make payment.....
Go to commercial they said..... It would be better they said
.... Surely based on all issues listed in this thread if I wanted to I could legally terminate my contract without any termination fees? I'm pretty sure ombudsman and if needed a court would be in agreement as plusnet simply are not fit for purpose at the moment
Re: Fed up and tired of excuses
21-10-2018 12:54 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @warbleedar,
I'm very sorry for the poor experience that you've had in regards to the move from a business account to a residential/commercial account and for the issues with your billing and your refund. This certainly isn't the level of service that we aim to provide and @SammyM has passed on feedback about this.
@Dumbledore is going to discuss your complaint with the team that looks after Ombudsman complaints in order to get a better understanding of the process and to determine the best way towards a satisfactory resolution of your complaint. This team are back in the office tomorrow and you should receive an update on the same day.
Re: Fed up and tired of excuses
21-10-2018 3:21 PM - edited 21-10-2018 3:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
What is going on? Why can no one at plusnet atleast give me a decent explanation...... And please don't blame you billing system.... That didn't make one of your members or staff refuse the refund due to them not looking properly.....
And I'm not sorry for coming to forums where everyone els can see it..... I made plenty of calls and gave plusnet plenty of time to sort this mess
P. S if one of your customers don't pay their bill for 2 and half months what happens? (please reply to this here not I. A ticket)
Re: Fed up and tired of excuses
21-10-2018 9:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @warbleedar,
I can see that we are currently investigating this issue and will have a further update for you tomorrow. We will update this thread once we have updated the ticket, however the reason that we respond via tickets is to make sure that we aren't posting any private account details on the public forum, for data protection reasons.
Re: Fed up and tired of excuses
23-10-2018 10:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fed up and tired of excuses
23-10-2018 5:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to hear this.
From what I can see we also sent the update with a notification e-mail which should show the information added.
It may not be the best way of viewing it but I'm afraid it's the only alternative
Re: Fed up and tired of excuses
23-10-2018 11:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
So i click here....you can not use our site because tou have not paid your bill....
Im getting plenty of emails about feedback....nearly 2 every day.... are you sure you want me to fill any out?
Im also sure if you scroll up i was told i would be contacted yesterday (monday) with a update.....still waiting?
And please dont try and sway the next question a direct yes or no will be acceptable.
Based on the issues i have had and still am having i do legally have the right to terminate my service if i wish without any termination fees correct?
Re: Fed up and tired of excuses
23-10-2018 11:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Fed up and tired of excuses
24-10-2018 9:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The ticket you're referring to is relating to the credits being applied to the new business account from the residential account (as you detailed at in post #10). The outcome is this is not something we'll do, regardless of if it's in the same name. To balance books properly it has to go back onto the account it came from, it might seem silly or counter intuitive but it's the way it has to be. The process of what's happened on the account isn't acceptable, and honestly we're trying to get it resolved for you, but clearly that's proving difficult for some reason. We have a new internal process now to make sure older issues like your get picked up as a priority (effectively like an escalation), these still have a turn around time of 48 hours so be aware of that, but I'm making sure your old residential account gets added to be resolved for you.
If you're receiving feedback requests and you wish to, then fill them in. If you're unhappy about how that particular matter has been handled, or the agent you've spoken to/communicated with then log your unhappiness further. That's the point of feedback, both negative and positive.
Yes - you should have had a contact, but we didn't receive anything back and as a result it didn't push us to contact you. Again, not acceptable but here we are. Hopefully the escalation process should resolve this for good.
With regards terminating you'll need to speak to customer options (0800 013 2632), that is not something we'd be able to agree over the forums.
Re: Fed up and tired of excuses
24-10-2018 10:20 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
There also seems to be alot of information within plusnet net getting past along.
And corect me if im wrong but im pretty sure this has been on going alot longer than 48 hours and at the moment all i can see is im getting past from left to right and back again with what seem like excuses.
Yes understand more than alot that computers and software go wrong but this has gotten out of hand.
And im curious as to why no one from plusnet seems to want to answer my termination question, ive not yet said im terminating ive simply asked.
Re: Fed up and tired of excuses
24-10-2018 11:23 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you CSR in terminations for sorting thats
Re: Fed up and tired of excuses
24-10-2018 11:34 AM - edited 24-10-2018 12:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We remove billing information immediately when an account is closed, I understand in your case (and probably many others) the issue would be resolved if that didn't happen but we can't change that now.
The £10 credit was referring to a static IP if it's the same as your earlier post on this thread, the refund is referring to the over-payment on the residential account. But I'm not sure what you require answering there, can you clarify, please?
This issue has been ongoing for longer than 48 hours, quite clearly. But this process I've noted is new and in response specifically to issues like yours which clearly aren't getting resolved in the manner they should. I've added it to that and it will get looked at but I can't get that any quicker than 48 hours I am sorry.
I can see you spoke to the Business Options team about some of the issues you've experienced and they look to have sorted something out for you and a copy of the conversation is here.
Re: Fed up and tired of excuses
24-10-2018 11:49 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
One of you CSRs even blamed BT!
When CSR passed it to you refunds team they said a guy had refused it (can't remember his name), because he saw I had a £10 refund on my account..... So clearly said guy didn't look into the £10 credit right..... And again I had to phone up to be told this.... Not email ticket update nothing....
And as far as I k ow you have not caused this mess so you have nothing to be sorry about...... But plusnet also have to understand there is a time when enough is enough
If you have time please feel free to listen to some of the calls
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Fed up and tired of excuses