Left plusnet and still being billed
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Left plusnet and still being billed
13-10-2016 9:28 PM
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I migrated my adsl only service from Plusnet on 26-September. I continue to be billed for service.
Does the ofcom switching process actually work?
How do I avoid a lengthy call to the Plusnet support line and get my account cancelled and outstanding monies refunded?
Re: Left plusnet and still being billed
14-10-2016 12:18 PM
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Re: Left plusnet and still being billed
21-10-2016 5:38 PM
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SOnicbOOm, did you get sorted out to a correct final bill I'm in same situation, and need encouragement.
Re: Left plusnet and still being billed
04-11-2016 3:36 PM
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Hi @dnpark38
I am sorry to hear about this but I can see that this has now been resolved for you as of the 21/10/2016 with a reufund.
Re: Left plusnet and still being billed
07-11-2016 12:29 PM
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Same sort of thing.
My account was supposed to close on the 4th November, just before my billing is due. For some reason Plusnet have extended my ticket to the 7th - today. I am getting unwelcome missed payment messages now.
The cynical among us may think Plusnet have extended my leaving to grab another month's extortionate payment from me.
Re: Left plusnet and still being billed
07-11-2016 12:47 PM
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You need to know what date your new provider is charging from and if same or different date.
I'm still not sure how PN worked things out as I got credit of a few pence for phone but line rental continued to be direct debited.
New supplier and PN dates are a few days muddled but think could well be 100% correct money wise plus or minus 1 or 2 %.
Anyway clear of disruption now and a lot cheaper too. 🙂
Re: Left plusnet and still being billed
07-11-2016 2:00 PM
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@BillEvil - Looking at your account, although it appears our service was due to ceased on 04/11/16. It looks like your complaint case handler placed the ticket on hold for the following working day to wait for the order to complete and finalise the closure of the account.
Re: Left plusnet and still being billed
07-11-2016 6:59 PM
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Re: Left plusnet and still being billed
07-11-2016 7:35 PM
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@chichman wrote:
It seems to be a normal plusnet routine to place an account on hold until a payment is payed
If a payment is processing when our billing team are trying to finalise the closure of the account, they would not be able to stop the payment from processing. Therefore the ticket would be placed on hold to allow the payment to either clear so we can refund the amount and finalise the closure, or fail so we could clear the amount off and finalise the closer.
Re: Left plusnet and still being billed
07-11-2016 7:47 PM
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Re: Left plusnet and still being billed
09-11-2016 6:22 AM
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~ 3 weeks since I posted my original message (and provided my account info by pm) and I can see no signs of a refund to my bank account or detailed in my plusnet 'member centre' area.
No comms or updates either.
?
Re: Left plusnet and still being billed
09-11-2016 1:03 PM - edited 09-11-2016 4:25 PM
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@s0nicb00m - Really sorry to see how this matter has been handled. Or rather, not handled.
I've made sure refunds have been issued against previous payments, however I'm sorry to say that as this matter was not dealt with following your initial post, your account has remained open and another invoice has now been generated meaning we cannot close the account until the payment has either failed, or cleared and been refunded back to you.
I have raised this matter with our billing team to monitor and take the appropriate action.
I sincerely apologise for any inconvenience this is causing and for how poorly this matter has been handled up to this point.
Re: Left plusnet and still being billed
09-11-2016 4:23 PM
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Perhaps it's worth looking into why these cancellations seem to be cancelling the phone line but not the broadband.
Re: Left plusnet and still being billed
10-11-2016 10:11 AM
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Hello, the payment has now cleared, so should be ok now to clear the account now.
Re: Left plusnet and still being billed
10-11-2016 11:26 AM
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@chichman - I'm a little confused. From what I can see, your account was closed a while ago and no payments have been requested since a couple of months ago.
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