Fee for nothing

[#1]

Last month Plusnet booted us because I needed to keep my landline. So we were forcibly moved to EE mid contract. The move caused major disturbances to our household as my disabled child uses the internet as a way to regulate, they're prone to violent outbursts when dysregulated. It made the forced transition a very fraught and stressful time.

Plusnet have cut off my online account so my only means of direct communication is by telephone, this us far from ideal for our situation, email works best for our circumstances.

To add insult to injury Plusnet are now trying to take money out of my bank account. I don't owe anything for a service *they* terminated against my will.

I phoned the helpline and the lady (unnamed) "put a note on my account". Thirty minutes later another attempt was made to take money from my account and I received a text telling me it had failed.

I am not happy, really Plusnet ought to be compensating me for the stress and inconvenience not trying to help themselves to more money.

I would like this stopped and would like to be able to email rather than resort to a public forum.

[#2]

One for your team, @Leanne_T ?

[#3]

Portal accounts are not cut-off as suggested.  What does happen is the ability to sign-in using the email address associated with the account is dropped.  Try logging-in with your user name.

[#4]

Moderator's note:
Thread moved from Broadband to My Account/Billing

[#5]

Thanks for that snippet, the log in worked.

Note for plusnet, it would have been very helpful to have that information clearly available as the sign in page clearly states both are acceptable - though why on earth this is set up this very user-unfriendly way to start with is a mystery.

Unfortunately although I can access the bill that I don't owe, I still can't get hold of anyone besides phoning and that did nothing except trigger another attempt to steal my money, complete with threats - I'm finding all this incredibly upsetting and frustrating.

So the main part of my query still holds. How do I email plusnet to tell them I don't owe them a penny?

[#6]

@Feistyferret You can't email Plusnet, the facility does not exist. I have tagged the Help Team, hopefully one of them will pick this up and resolve it for you.

Point to note - the 'agents' work to a script, so if your query isn't covered, they either ignore what you are saying, or go off on a tangent, just to get you off the line.

[#7]

@Feistyferret 

So the main part of my query still holds. How do I email plusnet to tell them I don't owe them a penny?

You can't! Plusnet have never provided an email address for communication.

If phoning is not acceptable then you can raise a complaint ticket , a link to the complaints code of practice is in the footer of every forum page 

[#8]

Thank you for taking the time to help

[#9]

@Feistyferret 

We are a bit short on facts here and (understandably) strong on emotions.

1. What is your normal billing date
2. When was your last bill
3. When did you move
4. Is there a balance on your most recent bill

Billing is fully automated and only after the service is ceased does the final reckoning take place.  The cycle goes something like this...

• Normal monthly bill - next period's broadband subscription in advance, period ending on billing date telephone costs in arrears
• You change suppliers
• If that date is close to the next billing date - the above happens
• If the date is an indeterminate date before that the next bill will be the final bill
• Final bill is raised circa 20 days after the service ceases (this allows for any in arears charges to be received), it details
  • Refund of broadband subscription paid in advance from the transfer date to the end of the paid for period
  • Telephone call costs to termination
  • Any ETCs due
  • The residual balance to be paid or refunded - if the direct debt is left in place that is usually received within 5 days ... if the DD gets cancelled, then payment by cheque will be raised, which takes a deal longer

The standard billing message is always "Your payment will be taken on or around:" even when there's nothing to pay (or indeed the account is in credit).

@Gandalf can you please affirm that the above is essentially correct - thank you.

[#10]

Last pnet bill 01/07
Moved to EE 01/07
Pnet dd cancelled once EE bill announced.
There is no breakdown of what the bill is for, just a load of threats if I don't pay it.

[#11]

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@Feistyferret wrote:

There is no breakdown of what the bill is for, just a load of threats if I don't pay it.

---

Are you 100% sure? Plusnet invoices are a standard format, and they include a breakdown of  charges.

[#12]

Unfortunately I can no longer access any bills, current or previously paid, the link no longer works, only the outstanding amount "owed" on the landing page, there is no standard invoice available

[#13]

I will have to take your word for that as it is ~6 years since I moved providers, and IIRC, only the last 15 months invoices show on accounts.

@Townman  / @MisterW , can you confirm?

[#14]

If you can login to the account then it SHOULD be possible to see the bills.

However, since the account is in 'failed billing' that MIGHT intercept the emailed link to the current bill.

@Feistyferret login to the account and then try going directly to https://www.plus.net/member-centre/billing-payments/billing-history