Has anyone paid their bill & then another £1.01 charged (stolen) seperatly by PN

[#1]

Apologies for this, it appears that the ticket I referred to hasn't been looked at properly.
I've passed the ticket back for a more, in depth look at the issue for you.

[#2]

Cheers Chris
Sorry you have to keep passing it back because of some anomaly on PlusNets side

[#3]

No worries at all - it's important we get this sorted out for you.

[#4]

Cheer Chris
Please forgive me if I have overstepped the mark
Out of curiosity and off topic ,yet still a Support issue that has not been addressed by PlusNet for a while
Can you or relevant personnel please take a look at my other thread in regards to your TG582n routers which clearly needs a major WiFi overhaul, needs to be fed back to the development team 
http://community.plus.net/forum/index.php/topic,122856.0.html

[#5]

I read through the thread last night - totally forgot, apologies for that, I concentrated on the issues regarding the incorrect amount being taken.
It's the Products Team who deal with the hardware that we supply. I'll pass them the thread over so they can take a look.

[#6]

Cheers again Chris
No worries proves your only human
& also shows you got your priorities in the correct order
I look forward to hearing from the Products Team in due course

[#7]

Quote from: TORPC

Quote 1, The transaction of £1.01 would be what we call a test transaction, which is sent just to make sure your card details are correct 2, We would not actually take this money from your card 3, The £1.01 generally enters what we call a holding state, which may mean your available balance is showing as £1.01 lower, however as we will not take the money out the hold will "fall off" this amount automatically and the £1.01 will show as part of your available balance again.

...so it is possible that this was an error made by the OP's bank and not PN?

[#8]

I think these transactions are commonly known as preauth (preauthorisation) transactions, see: http://en.wikipedia.org/wiki/Authorization_hold
Whenever I've had these I've ALWAYS been told about it as it does reserve those funds, making them unavailable until the hold clears or is cancelled.
As they're generally nominal amounts that's never been a problem, nor should it be for anyone except in very rare situations.
However, if its a credit card it won't turn automatically into a payment, just show as a reduction in available credit. I'm not clear what actually happened here.

[#9]

Quote from: Townman

...so it is possible that this was an error made by the OP's bank and not PN?

That is what we will find out after PN has finished their investigation

[#10]

I've had it before with debit cards, where you'll have a mismatch between the cleared and uncleared balance.
They're often used to check the validity of the credit card details, so a small token amount will be charged.
I know from a friend of mine, that if he has no money in his account then his iTunes account stops working (he can't even download free apps or get updates).
I find it strange that if it were an issue PlusNet's end it only affected the OP.
Unless there was something different about their account to everyone else.

[#11]

Hi Chris
They are clearly still not looking in depth as you asked them to

Quote

[Name Removed] - CSC Analyst 9:53am, Friday 7 Feb 2014 Dear Sir, Thanks for your query , I have checked the account and the £1.01 is a refund back to your bank account and not a charge. If you have any further queries, please contact us on 0845 1400 104 or through the website on www.plus.net Kind regards, [Name Removed]

We already know the £1.01 has been credited back to my account and has been verified that it had reached my account quicker than the estimated time frame
Which still does not explain why the £1.01 was taken in error & what steps are being taken to prevent it from happening again , either by Plusnets or the banks side as Towman as quite rightly pointed out

[#12]

I'll speak to the relevant people internally and I'll get back to you.
I should have some answers for you on Monday. I'll send you a reply to that ticket so any confidential information is kept safe and secure.

[#13]

A big thank you Chris
This is also making more workload for you
Although I do understand the disruption caused by the new call centre, software, training new staff
I still think that some members of staff are letting the side down (which in turn could cause PlusNet to have a bad reputation) to which we would like to avoid !!!

[#14]

Hi Chris
I have received yet another disappointing reply despite all your efforts asking them to look more in depth at the issue aswell

Quote

[Name Removed] - CSC Analyst 10:25am, Monday 10 Feb 2014 Dear Sir, Thank you for getting back in touch. Firstly, let me apologise that the 'test' payment did not return to your account as it should. This is an isolated issue that we very rarely see happen to our customers. Almost every time you make a payment to a company, they will use the 'test' payment method, and on some occasions errors like this can occur. As it is an isolated case and is rare, we do not investigate it with a significant proportion of the customer base in mind, more just on a case by case basis. If this became an issue that was affecting more customers, we would then investigate it with the customer base in mind. I hope this clears up any concerns that you have. Please do not hesitate to get back in touch online at https://portal.plus.net/wizard/?p=search if we can be of any further assistance. Kind regards, [Name Removed]

Looks like they will not be investigating and or will not look to prevent this from happening again to myself or your other customers, and definitely no mention if the issue is now fixed
If this is the case can you please escalate this to as high as management as is possible at this stage ?

[#15]

Hi TORPC,
I've had a word with the guys internally on this and we've looked back across accounts that could potentially be affected by this and we've not identified any other accounts affected. We've investigated as much as we can on our side and it appears to be isolated to just one instance.
It's a very difficult one as we aren't able to tell if this is a Plusnet issue or something on your banks side. I'd be inclined to have a word with the bank as if the funds have been reserved, it's their responsibility to ensure those funds are not released.
If you notice the problem re-occurs though, please let us know ASAP and I can get this looked at again.
Really sorry for the inconvenience.