Line Rental Saver wrongly applied to account
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- Re: Line Rental Saver wrongly applied to account
Line Rental Saver wrongly applied to account
07-02-2020 10:10 AM
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When I paid for the Line Rental Saver on 14/10/19 it was wrongly applied as a payment to my account. Since November 2019 PlusNet has been taking the monthly bills from that payment instead of by Direct Debit.
I spoke to someone on the PlusNet help desk on 23/12/2019 and he raised an internal ticket (no. 197358511) to get the problem fixed.
There was one reply to the ticket from a CSC Analyst on 21/01/20 which said "We can't resolve this directly, see IMT-3121 for updates". There was another reply on the same date from a different CSC Analyst, but the message section was blank.
However, on 05/02/20 there was a final message which said "Question closed automatically after 14 days of inactivity" and the question was moved to the closed list, so now I don't know what, if anything, is happening.
PlusNet: are you still trying to fix this problem? When will it be sorted out?
Regards,
Richard Townsend
Re: Line Rental Saver wrongly applied to account
07-02-2020 10:49 AM
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I have had a similar problem since renewing my LRS at the start of November. The LRS payment was applied to the account without a commensurate charge so there is a large credit balance on the account as well as the LRS renewing. As I had other billing issues this was picked up by a helpful CS staff member on my laready open ticket and she continues to monitor this, but as yet it has not been resolved. Therefore my potential bill once it is rsolved gets higher each month.
I had the same problem last year but that was "sorted" in three months by applying a charge to my account so that the original LRS payment was cancelled out meaning that the bills were correct for the rest of that LRS period. It meant I had a three month bill to pay when they applied the charge.
Perhaps a Plusnet staff member will pick your issue up and open another ticket so that progress to resolution of ths LRS issue can be monitored by you on your account.
Re: Line Rental Saver wrongly applied to account
07-02-2020 2:19 PM
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Thanks for your reply. On the one hand it's good to know that "it's not just me", on the other it's disappointing that PlusNet have not been able to resolve this issue. I currently have 3 months bills that have not been paid by direct debit, with another one due next week.
Your suggestion that PlusNet could raise another ticket is a good one, and I hope they can find a fix before the outstanding payments get much larger.
Re: Line Rental Saver wrongly applied to account
07-02-2020 3:30 PM
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There are more than the two of us affected by this isue. There are a couple of threads I can think of on these forums about it:
I have now had four monthly bills which this has affected (one more than last year) and so no payment has been taken and so the outstanding amount is increasingly large.
Re: Line Rental Saver wrongly applied to account
10-02-2020 2:19 PM
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Hi @RichT,
I'm sorry for any inconvenience that this issue is causing you and for the unhelpful response that you received on the ticket - I'll pass on feedback about this. Our billing team are working to resolve this issue but haven't yet been able to provide an estimated date as to when this will be done. They are aware that your account is affected and will contact you once we have an update.
Re: Line Rental Saver wrongly applied to account
10-02-2020 2:28 PM
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Re: Line Rental Saver wrongly applied to account
on 11-02-2020 12:53 PM - last edited on 11-02-2020 1:13 PM by Strat
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I have the same issue of which you are aware.
Can you confirm that if I leave Plusnet as you have changed call charges, see copy email below, that as well as no termination fees the outstanding amount of LRS will also be refunded.
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Re: Line Rental Saver wrongly applied to account
13-02-2020 5:13 PM
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Hi @amuckelt32, thanks for getting in touch
It's likely that you would receive a pro rata refund for the time left on the line rental saver
Regards
Re: Line Rental Saver wrongly applied to account
20-03-2020 9:10 AM
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Hello PlusNet
I see that another month's payment has been taken from my Line Rental Saver balance this month. This brings the total to 5 months' payments that you have not collected by direct debit, amounting to over £100! I really hate having debts built up like this, where I have no control of the situation.
I'm a retired software developer and I really can't understand why it is taking so long to fix this issue.
Do you have any news on when you expect a solution to be implemented?
Regards
Re: Line Rental Saver wrongly applied to account
27-03-2020 11:52 AM
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Re: Line Rental Saver wrongly applied to account
27-03-2020 6:50 PM
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I've got the same problem - Line Rental Saver payment in September 2019 wrongly applied to monthly billing, issue raised in December 2019, Question 197436000 raised, nothing happened, Question closed without me being notified.
As with others, I can't see that this can be taking so long to sort out unless the Plusnet accounting system is really, really in a mess.
And, of course, the "let's solve your problem" bit of the main website won't let you ask about things like that. The list of possible problems are all in the "customer got it wrong" category - no thought that Plusnet got it wrong.
I'm off to send a message to the customer champion in my newspaper, to see if a bit of adverse publicity will put a rocket up a few backsides.
I'm the son of a Sheffielder and grandson of a Mappin & Webb goldsmith. Plusnet makes me almost ashamed of my family history.
BostonTommy
Re: Line Rental Saver wrongly applied to account
06-04-2020 6:25 PM
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No response???
Is the idea that issues raised on the forum are ignored and drop down the list of "things to do", so we punters give up?
Please sort this problem - it must affect many customers,who may not have noticed it, and are happily spending the amount not taken by Plusnet. Shock when they have to pay it all in one go (always supposing that Plusnet manages to sort the problem out.
Extract digit, please.
BostonTommy
Re: Line Rental Saver wrongly applied to account
08-04-2020 2:52 PM
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Re: Line Rental Saver wrongly applied to account
08-04-2020 3:08 PM
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Hi, I had already been informed by @Gandalf that the ticket had been opened and that there hadn't been any recent update. Did you mean to reply to @BostonTommy instead?
Regards
Re: Line Rental Saver wrongly applied to account
06-05-2020 10:32 AM
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I have this problem too. My monthly payments have not been taken since last October and instead they have been deducted from my LRS payment that I made in September 2019. Is there still no fix for this Plusnet? I'm not confident that calling support will help because I did this before and the assistant said they knew it was a problem but didn't' have a fix yet. But there is no record of that support call or any ticket in my account dashboard. To complicate matters I am now on a new contract and the billing is frankly confusing and not a good advert for Plusnet. Has anyone found a solution please or had it fixed?
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