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Left Plusnet but going to get charged still.

dnpark38
Rising Star
Posts: 432
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Registered: 24-02-2015

Left Plusnet but going to get charged still.

Left on 30th Sept. but to be charged still for broadband at £17.49 on 10th Oct to 09th Nov. on invoice 78302554

I've left due to the poor service received, looking as if this extends into the accounting too.

What's my best way forward?

Web site says phone up but the phone answering is one of the reasons I've left.

 

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14 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: 25-03-2015

Re: Left Plusnet but going to get charged still.

A ticket has been raised with our billing team advising the services have left. Any over charges will be refunded back to you when the account closure is finalised.

 

Apologies for any inconvenience.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
dnpark38
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

Thanks.

Will watch out for the refund.

 

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dnpark38
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

Had an e-mail from Plusnet today saying my cancellation will be on 28 Oct. 2016 I have responded to it but got a response to the effect PN do not read e-mail replies and I should consult FAQ.

This is what I replied.

"Hi

You have taken £17.49 on 14/10/2016 but my new provider as taken line rental as well 05/10/2016 and I ceased with you 30/09/2016 so what is this cancellation of 28/10/2016 all about please?

I'm expecting you to give me a refund, I can't get into my Plusnet Account to see what you are up to so looks like you already closed that.

Please explain.

Regards

David "

 

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chichman
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Re: Left Plusnet but going to get charged still.

Have they put a cease on your phoneline but not stopped the broadband? heard of a few cases where a company takes over phone and broadband, but the old company seem to still try and provide broadband..

dnpark38
Rising Star
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

Broadband is coming from Sky that is obvious to me, also phone is Sky can tell that as the 1571 service ceased.

PN must think I've gone as I can't access my Account anymore so can't see the £17.49 taken the other day and what ever they intend to do on the 28 th Oct.

Not a good situation is it.

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chichman
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Re: Left Plusnet but going to get charged still.

The money taken may well be advanced line rental, which as has been said should be refunded.

You may get a bill on the 1st of oct(it will include line rental for Nov) and get paid around the 18th Oct.

dnpark38
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Re: Left Plusnet but going to get charged still.


chichman wrote:

You may get a bill on the 1st of oct(it will include line rental for Nov) and get paid around the 18th Oct.


Not understanding this, sorry.

Are you saying I might get another payment taken for November line rental as well?

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chichman
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Re: Left Plusnet but going to get charged still.

Just saying that there is a delay between your bill and the payment of it. I would avoid cancelling direct debits as it could cause more problems. Keep pushing for access to your account though.

dnpark38
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

What could be worse than being 2 x £17.49 overpaid?

Will have to visit my bank no doubt to get any over payment back as promised earlier in this thread.

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules

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Plusnet Staff
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Re: Left Plusnet but going to get charged still.



Had an e-mail from Plusnet today saying my cancellation will be on 28 Oct. 2016

Once your account is manually closed, even with immediate effect, our system automatically generates a cease order even if your broadband services have already left us. In this scenario, the cease would go no where.

 

You have taken £17.49 on 14/10/2016 but my new provider as taken line rental as well 05/10/2016 and I ceased with you 30/09/2016 so what is this cancellation of 28/10/2016 all about please?

I'm expecting you to give me a refund, I can't get into my Plusnet Account to see what you are up to so looks like you already closed that.


I'm sorry to hear you haven't received a refund you were expecting, @dnpark38. If my social media colleagues don't pick this up over the weekend, I'll be happy to look into your account first thing Monday morning if you private message me with your username.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
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 Anoush Mortazavi
 Plusnet Staff
Plusnet Staff
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Re: Left Plusnet but going to get charged still.

Thank you for your patience.

I've reactivated your portal login for the next 72 hours so that you'll be able to view a breakdown of your final invoice via this ticket. Apologies that this wasn't sent by email. The refund issued last Friday should reach you within 5-10 working days.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
dnpark38
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Posts: 432
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

Thanks for getting this sorted out for me.

Regards

David

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dnpark38
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Posts: 432
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Registered: 24-02-2015

Re: Left Plusnet but going to get charged still.

Refund now in my bank, thanks.

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Plusnet Help Team
Plusnet Help Team
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Registered: 25-03-2015

Re: Left Plusnet but going to get charged still.

Glad to hear that's sorted now. Thanks for letting us know.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team