Left Plusnet, full direct debit taken...nightmare
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Left Plusnet, full direct debit taken...nightmare
03-11-2019 11:06 AM
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These days it seems every single time you do something with an organisation it generates further work for yourself.
I decided to leave Plusnet around a month ago following issues with the broadband dropping in and out consistently over the service term and also because it wasn't particularly cheap compared to some other options that would likely not result in any worse a service.
Upon leaving Plusnet sent me a letter and an EMail saying I owed them £343 (there or there abouts) for leaving the contract early. This was a bit of a shock so I had to get in touch and spend my time liaising with the company only to be told to just ignore the letter. Surely they should have controls in place to stop this sort of thing happening?!
Now, checking my bank balance they took a direct debit for a full months payment with the invoice date of 18/10/2019. My service transitioned on the 23rd of October...
I went to use the webchat to resolve, but it states they're all busy but i can phone them...No thank you, I don't have the time for that.
Please can someone advise on whether I will get a refund for the direct debit taken? I have now cancelled the direct debit so they can't do it again, but am losing the will to live with this company. Oh yes, I am from Yorkshire too...
Cheers
Andrew
Re: Left Plusnet, full direct debit taken...nightmare
03-11-2019 11:34 AM
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You may have put yourself into a Catch 22 position by cancelling your direct debit. It’s quite likely that Plusnet will try to refund the difference when they formally close your account but be stymied when they try to pay it back through the same route. I would reinstate the direct debit and only cancel it if you get an advance notice of a new payment being due next month. Alternatively if more money is taken next month you can always claim it back under the direct debit guarantee.
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Re: Left Plusnet, full direct debit taken...nightmare
03-11-2019 12:44 PM
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Cheers for the advice though
Andrew
Re: Left Plusnet, full direct debit taken...nightmare
04-11-2019 10:06 AM
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Hi @Andrewjdc,
I'm sorry that you were sent an email and letter stating that you owe £343 in cancellation charges and were subsequently told to ignore this. I've had a look into this now to confirm what is going on and I have also arranged a refund for the over payment on your final bill, due to you leaving us part way through the billing month. This refund is normally automatically sent 28 days after the account closure but I can appreciate you wanting to get this sorted sooner, due to the poor experience that you've had.
My response contains some account specific information so I've added it as a ticket on your account that you can view here. Please get back in touch on here if you have any questions.
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