Left Plusnet & incorrectly charged on Bills
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Left Plusnet & incorrectly charged on Bills
24-10-2018 7:54 AM
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Left Plusnet due to botched home move - various promises were made and not met and most customer service agents have been terrible including one yelling over the phone. We have a new provider at the only line in the house.
Earlier in the year we paid in advance for line rental for 1 year which still has 4 months left at least - told we can't get a refund despite your inability to provide PSTN services to us without ceasing them days later.
We paid in advance for a fibre service we were unable to have due to a cease being put in place immediately at the old address (28/08/18 was set as cease date instead of 28/09/18)
For this we had a deduction off the bill for that service and then a small charge for 2 days at the new address before you ceased that line "accidentally". This is fine - further down the bill you have then charged line rental for the new house from the 28th (we are on line rental saver)
Then on the next line down you are charging line rental for the next month which we have still paid in advance for using line rental saver.
We cancelled on the 3rd, we have a cancellation e-mail but called back when we got the bill of £0.19 and told we had not cancelled and would be done then. At this time we were also told that he can see the problem and the £0.19 would be removed.
I have received yet another e-mail today saying you were unable to take payment - for a service you failed to provide.
Is anyone able to have a look at the account? It seems it has been cancelled now as i have almost no options.
Many Thanks
Re: Left Plusnet & incorrectly charged on Bills
24-10-2018 12:12 PM
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Hi @dragona,
Thank you for getting in touch and I'm sorry to see you had this experience with our services. Please accept my apologies for the frustration this has caused you.
I can see you have spoken with someone today and this has be sorted, they have left a ticket on the account here.
Please let us know if there is anything else we can help you out with.
Re: Left Plusnet & incorrectly charged on Bills
24-10-2018 1:12 PM
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We have been told to cancel a phone line we do not actually have (Cancellation #3) simply wait for billing to work out a final bill... we cancelled 3 weeks ago - how long does it actually take them because you can "accidentally" cut us off in hours but so far 3 weeks to cancel and i know it really is easy to cease a line Plusnet already managed that twice by "accident".
Is the account actually cancelled because i can forsee another e-mail where we are billed for another month of line rental that we do not want, do not use, do not have and is actually paid for even if there were no issues.
Many Thanks
Re: Left Plusnet & incorrectly charged on Bills
24-10-2018 5:00 PM
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Re: Left Plusnet & incorrectly charged on Bills
on 18-11-2018 1:18 AM - last edited on 18-11-2018 2:03 AM by Mav
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Hi,
Still getting charged line rental account is still not cancelled.
This is beyond a joke we shouldn't even be getting billed line rental anyway. Line rental saver was paid 08/02/18 for 12 months so there shouldn't even be a charge generated if you still provided our phone line how difficult can it be to cancel. What telephone number are you even charging it against? I can assure you you have failed to provide services of any kind for a significant amount of time.
[CSA Removed] - CSC Analyst 11:35am, Wednesday 7 Nov 2018 ***internal*** We do not arrange account cancellations. The £0.19 has been refunded to the customer. Please raise this issue with the correct team. Kind regards, [CSA Removed]
This right here (will probably get deleted) is a prime example of the type of people that work here, how about you just refer it to the correct department instead of having it bounced around another 4 or 5 times before getting there.
I'd like to take this opportunity to point out that we have cancelled.... many times within the correct time frame. we were never refunded any money for the lack of service provided due to your error, the reimbursement was instead used to pay a bill on the account that should never have been generated (Last Month). and just to reiterate... we have cancelled many times within the correct time frame, you seem to like telling us over the phone that we have never cancelled, It was at the start of October when we cancelled and multiple times since. You have failed to provide since mid September due to an error on your behalf (except for 2 days at new house then failed to provide again due to your error).
This needs sorting out. The length of time to cancel is just atrocious.
Many Thanks
Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.
Re: Left Plusnet & incorrectly charged on Bills
19-11-2018 11:45 AM
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Re: Left Plusnet & incorrectly charged on Bills
20-11-2018 10:49 AM
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It feels like there is just no end in sight.
Re: Left Plusnet & incorrectly charged on Bills
20-11-2018 5:22 PM
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Re: Left Plusnet & incorrectly charged on Bills
20-11-2018 5:28 PM
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Thanks for getting back to me.
I was reviewing the tickets when I got thread update and saw a new ticket from you about restoring the billing date to 17/12/18 I assume this is to enable the cancellation?
Many Thanks
Re: Left Plusnet & incorrectly charged on Bills
21-11-2018 8:56 AM
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Re: Left Plusnet & incorrectly charged on Bills
26-11-2018 2:59 PM
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Many Thanks
Re: Left Plusnet & incorrectly charged on Bills
27-11-2018 7:45 AM
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Re: Left Plusnet & incorrectly charged on Bills
27-11-2018 8:13 AM
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Thanks
Re: Left Plusnet & incorrectly charged on Bills
27-11-2018 4:18 PM
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Hi @dragona,
Thanks for getting in touch and I am sorry to hear that you have had issues closing your account.
I have reviewed your account and as the details are account specific I have responded via a ticket on your account you can view here
If you have any further questions feel free to get in touch.
- Warwick
Re: Left Plusnet & incorrectly charged on Bills
27-11-2018 8:42 PM
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I have the same problem. I am still being charged for a service which was transferred to Sky at the end of July.
I have been on the phone with support, tried web chat with no success. I have even received refunds via cheque for the charges and after cancelling the direct debit I have received yet another bill for a cancellation in October when this should have been cancelled in July... I also received a cancellation confirmation in September confirming the service was cancelled and there were no additional charges due. Copy of mail below.
We're sad to hear that you've requested to cancel your Plusnet services, but we've done as you asked and placed your cancellation request.
The cancellation will take place on 12th September 2018.
Cancellation charges
There are no cancellation charges.
I have received an email demanding more money and if this is not paid in less than 14 days it will go to debt collectors. They have also stated the service was cancelled at the end of October. This is incorrect.
Can you please sort this error as it is extremely frustrating.
Regards,
Gareth
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