Incompetence repeated
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Incompetence repeated
18-11-2015 11:18 AM
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October Question re incorrect DD demand #112777780
November DD yet again incorrect, Question #114612997
Having had a close family bereavement I don't need this hassle just now chasing up PN's repeated errors.
This obviously wasn't sorted out correctly last month, are the staff incompetent or poorly trained or just don't GAF!
Update:- Ticket raised, Question #114637712
Re: Incompetence repeated
18-11-2015 1:01 PM
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I believe I've now fixed what was causing the issue, so moving forward your bills should be correct. I'll also make sure the payment is refunded once it has cleared on our side.
I sincerely apologise for any inconvenience this is causing you at this time and my condolences for your loss.
Re: Incompetence repeated
18-11-2015 1:51 PM
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Re: Incompetence repeated
24-11-2015 7:47 AM
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Quote from: HarryB I'm really sorry to see the cause of this problem wasn't rectified last month when you brought this to our attention. I'll be passing feedback on regarding this as I don't feel enough was done when it could have been previously.
I believe I've now fixed what was causing the issue, so moving forward your bills should be correct. I'll also make sure the payment is refunded once it has cleared on our side.
I sincerely apologise for any inconvenience this is causing you at this time and my condolences for your loss.
The incorrect direct debit payment was taken out of my bank account this morning I await the credit refund.
See Question #114952340
Re: Incompetence repeated
24-11-2015 11:59 AM
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Re: Incompetence repeated
24-11-2015 4:02 PM
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Re: Incompetence repeated
04-12-2015 2:52 PM
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Re: Incompetence repeated
04-12-2015 3:04 PM
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I'd expect this to be back in your account by 08/12/15.
On the bright side for you, someone else went on the account after Matthew and issued the refund again on 25/11/15. So you've been refunded the amount twice
Re: Incompetence repeated
05-12-2015 7:20 PM
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OK these things take time although the previous month's refund was quick as it was applied before the DD debit left my account.
The second refund might be due to a suggestion from me that a goodwill gesture from PN would be to give me a free month of broadband for the stress and hassle caused at this time, well that is what I assumed it was, one can only hope.
Re: Incompetence repeated
07-12-2015 9:15 AM
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The reason the previous months refund was quick, was as the agent incorrectly refunded it against your LRS invoice, so it may have been quicker as it was refunded back to a card as opposed to a DD. As they had refunded it against the incorrect invoice, this appears to have caused confusion as on first glance of your invoices, it looked like we had not issued a refund against the invoices where they were due.
Re: Incompetence repeated
07-12-2015 5:02 PM
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