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Impossible to get a response

Gazzer
Dabbler
Posts: 22
Registered: ‎12-06-2013

Impossible to get a response

I have been with Plusnet for 10 years and I am now moving to Vodafone as they are offering a better deal and also Plusnet are unable to provide landline services on a full fibre connection. I would have been happy with the old copper connection and speed but I can get full fibre for a better price with Vodafone so its a no brainer.

Now I will come to the purpose of my message; I have received the cancellation notification from Plusnet and apparently I will owe them 93p when I leave. I am leaving before the expiry of the current month I have paid for and gave them the amount of notice they required so as far as I am concerned I will not owe them anything. I believe the problem is because on my last bill they made a mistake and overcharged me as their contract dates were wrong. I did speak to someone at the same time I was trying to sort out a new deal and they agreed the bill was wrong and did in fact refund the overcharge prior to the payment being taken from my bank.

I have now sent 3 emails to Plusnet asking for a breakdown of the calculation and received absolutely no response. So I have cancelled my DD and advised them if they want their 93p then they will need to provide the calculation.

After 10 years with Plusnet I have noted the service has deteriorated and despite the TV adverts is getting worse. The recent decision to basically cancel their mobile service without any real consideration is a typical decision that means they do not really care anymore. My partner was impacted by this and had only just agreed a new contract with them less than a month before.

I know Plusnet people see what is on this forum so just take note your service is nowhere near where you think it is.

6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 15,459
Thanks: 5,968
Fixes: 423
Registered: ‎30-07-2007

Re: Impossible to get a response

I have now sent 3 emails to Plusnet asking for a breakdown of the calculation and received absolutely no response

Plusnet dont have a monitored email address!. If you have a open question ('ticket') then you can reply to that, otherwise you need to call customer services or wait for one of the Help team to pick up this thread

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.

Gazzer
Dabbler
Posts: 22
Registered: ‎12-06-2013

Re: Impossible to get a response

I stand corrected. 

I do not intend to keep contacting Plusnet, 3 emails should be enough to get a response don't you think. If they are not organised enough to have a monitored email address then as far as I am concerned that is their problem.

RealAleMadrid
Aspiring Hero
Posts: 2,762
Thanks: 1,433
Fixes: 59
Registered: ‎07-07-2009

Re: Impossible to get a response

@Gazzer I think you misunderstand, whether Plusnet are organised or not is of no consequence, they have never had any route to support via email so emailing will get you nowhere.

Also I wouldn't get in such a state over 93 pence , it's not worth bothering about.

I wouldn't have cancelled the direct debit though, your final bill will come about 3 weeks after you left Plusnet and they will try and take a payment.  Then the debt collectors will be after you.☹️

Gazzer
Dabbler
Posts: 22
Registered: ‎12-06-2013

Re: Impossible to get a response

I would have thought if Plusnet do not have a way of responding to emails then they would be organised enough to have an automated response to any emails that are sent to an unmonitored address to inform the sender of that fact. I can do it on email accounts I manage!

I am not that bothered about 93p but in the same way I expect any organisation that wants me to pay something is able to provide a breakdown of their calculation. Imagine if they charged all of their customers (including I assume yourself) 93p they would make a nice tidy sum. It is the principle, I am quite willing to pay what I owe, I just want them to prove I actually owe it, not unreasonable is it.

I will await any action they wish to take and I am more than happy to deal with the outcome and put my case in front of a registrar is necessary. Before you respond, I do know that will cost me more in time than the 93p is worth but it will also cost them more than 93p if they take that option.

MisterW
Superuser
Superuser
Posts: 15,459
Thanks: 5,968
Fixes: 423
Registered: ‎30-07-2007

Re: Impossible to get a response

It is the principle, I am quite willing to pay what I owe, I just want them to prove I actually owe it, not unreasonable is it.

No it isnt, and as @RealAleMadrid said , they will , by sending you a final bill about 21 days after you leave. If you wish an explanation earlier, then I'm afraid you need to use a recognised support channel, which email is not.

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.

Gazzer
Dabbler
Posts: 22
Registered: ‎12-06-2013

Re: Impossible to get a response

Assuming the final bill is the same level of detail and information as their standard bills, I will await the court notice and go from there. My experience of their billing system over the years is not positive either so it will be quite easy to demonstrate inaccuracy is one of its features if I need to.