For Anthony Vollmer

[#1]

Will Anthony Vollmer please contact me iro query ref. 33233021 which is never resolved which results in PlusNet taking illegally taking funds from my account.
I am fed up with receiving email such as this: Hi,
Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen.
Depending on your enquiry you may find your answer conveniently online - either from My Account (http://my.plus.net) or from our support pages. These have lots of easy to follow guides to help you with all your broadband and Internet questions (http://support.plus.net).
If you're a Plusnet customer you can contact us online through the Help Assistant (http://help.plus.net). We prefer electronic 'tickets' to emails, this means that you can always see what updates have been made and check back over previous tickets too.
If you do prefer to contact us by phone you can call our support line on 0845 140 0200. We're open 24 hours a day, every day.
If you're a new customer, and want to know more about Plusnet, you can send us a message from our website (use the sales link at the foot of the page) or call our Sales Team on 0845 140 0200.
> Dear Sally,
>
> Thank you for your response.
>
> Please note the instruction: "if payment goes through, please put on =
> hold
> for next invoice date" must not happen.
>
> I was told by [mremoved] that the direct debit instruction for this month had =
> been
> cancelled, I was told by [mremoved] this morning that it is still live.
>
> Payment has been made for this invoice, if payment is taken from my =
> account
> this is illegal as you have been told, therefore payment should be =
> refunded
> immediately.
>
> I am fed up with this as it has been ongoing since May when [mremoved]
> assured me that the overpayment would be allocated against the next =
> three
> invoices and the next payment you would take from my account would be in
> November.  Every month the funds get taken from my account and I get =
> told it
> will be put on hold for next invoice date, and every month the same =
> thing
> occurs.  I have spent about 3 hours altogether trying to get this sorted
> out.
>
> If the payment is taken from my account and not refunded I am going to =
> take
> the following action:
>
> 1. Raise an invoice for 3 hours of my time @ my normal charging rate of
> =A375 per hour plus VAT, which if not paid within ten days I will start
> proceedings through the Small Claims Court.
> 2. Claim the refund against the direct debit guarantee scheme
> 3. Report PlusNet to the VAT authorities for incorrect VAT accounting
> as the August invoice offset the payment as a credit, which means the
> company has not accounted for VAT.
> 4. Write to Anthony Vollmer, who is the CEO, enclosing copies of all my
> file notes and email and advising him of my above actions.
>
> Many thanks
>
> Anne White FCCA
in response to my email which said:
jim:csa

[#2]

Hi there,
I'm afraid that Anthony is no longer at Plusnet.
The email reply you've quoted is an autoresponder which is designed to give you advice on the best way to contact us to receive support.
Due to the length of your issue I've asked one of my team to take some ownership and try and get to the bottom of what's happening for you.

[#3]

Hi Ccooper2
Unfortunately you won't be getting a call from Anthony Vollmer he left a couple of months ago. The new CEO is Jamie Ford.
More info here http://community.plus.net/blog/2010/08/19/a-fond-farewell-and-a-warm-welcome/
I am sure one of the digital care team will be along shortly to help you - they are very good
Chris must have posted at same time i was typing
Kind Regards
Mike

[#4]

Quote

I am sure one of the digital care team will be along shortly to help you - they are very good

Thanks for the approval Mike. Adam's on the case and will be figuring out what's happened.

[#5]

More than welcome Chris
adie:quote

[#6]

Ccooper2,
As per our discussion on the phone the issue seems to have occurred due to a direct debit remaining active whilst subscription payments were being made by cheque. These payments have now been refunded and should reach you within the next 10 working days.
Please accept our apologies for any poor handling of this query, I'm confident that the change to more appropriate business account types will ensure that the support we can offer going forward will be more appropriate to your needs. Also, please note that we have a business users forum:
http://community.plus.net/forum/index.php/board,37.0.html
As mentioned on the call if the refunds do not reach you by the 10th of November then by all means send me a personal message and I'll look into this again for you.
Thanks again for your time and patience today.

[#7]

Thanks guys, I am truly amazed at the very quick response after posting to the forum.
Adam, I will wait until the 10th November by which time hopefully the refunds will have been issued and the matter closed.
Thanks again

[#8]

Oh yes, and in addition, it might be a good idea to tell your staff exactly who is the CEO of PN.  Anthony Vollmer's name was given to me this morning after the member of the Customer Services team had to leave me on hold in order to find out.
In my experience (and the experience is vast, I can assure you) the most successful companies with motivated and helpful and happy staff are those where the CEO actually gets round to meeting the staff and seeming interest in those they meet.  I know it is difficult when there are large numbers of staff, but even I, as an outside consultant can quite often know my clients' staff better than the top guys.  They always look amazed, but it isn't difficult, just good records and interest in your fellow beings will do the trick.
Advice from an old hag - Cheers

[#9]

Ccooper2,
Thanks, I hope its plain sailing from here for you. The agent you spoke to has been given feedback, it's not a widespread problem but we will be making sure that awareness is spread about the recent change of CEO.
Adam.

[#10]

Another customer with lots of issues with Plusnet. I am not alone I see. Everything this pathetic excuse for a company advises customers is wrong, They have the worst terms and conditions of any company in the UK and hide behind a postal address if you want to make a complaint. I hope you get your issue with them resolved.

[#11]

littlebird,
Apart from us waiting for funds owed to reach this customer the issue has been resolved. With regards to complaints we do encourage letters to be sent as this helps keep things accountable and makes sure we can review your complaint in detail before doing what we can to resolve it.

Quote

Another customer with lots of issues with Plusnet. I am not alone I see

I've searched these forums and can't see anything posted by yourself about any issues you may be having. let me know what's upsetting you and I'm more than happy to spend some time looking into it and seeing what we can do to put things right.
Adam.

[#12]

OK Adam, still not right - how do I get to send you a personal message?

[#13]

Sorry to hear that, just click on my username ' _Adam_Walker_' to see my profile then click personal message.
Adam.

[#14]

or click the RH button under the Gholly pic

[#15]

This is tedious.  The verification link isn't working.  It looks as though I need to download a picture or open a link, but I have tried both and both have been unsuccessful.