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Mum is getting bills from Plusnet despite leaving three months ago

FIXED
brightonbelle
Grafter
Posts: 40
Thanks: 9
Fixes: 1
Registered: ‎02-12-2016

Mum is getting bills from Plusnet despite leaving three months ago

Hello, my mum had to leave Plusnet in July because the new build she's moved to needs FTTP and Plusnet weren't able to provide this. She closed the account and received a refund of her credit balance.

Recently she's received a bill from Plusnet for just over her old undiscounted monthly amount, described as a 'refund payment'

She managed to call the customer services team who confirmed this was incorrect and they would cancel the bill, but they haven't done so, and last week Plusnet attempted to take a direct debit. Fortunately she'd already cancelled the DD when the account closed.

We can't get through on the phone anymore, and in any case we don't trust customer services to do what they say they will do.

Can anyone from PS look at her account and fix the issue please? I have permission to deal with her account, and have all her security details.

Thank you

4 REPLIES 4
brightonbelle
Grafter
Posts: 40
Thanks: 9
Fixes: 1
Registered: ‎02-12-2016

Re: Mum is getting bills from Plusnet despite leaving three months ago

Bump!

Is anyone from Plusnet able to help?

Thank you.

wakeman
Aspiring Pro
Posts: 253
Thanks: 59
Fixes: 3
Registered: ‎20-04-2020

Re: Mum is getting bills from Plusnet despite leaving three months ago

Hi @brightonbelle 

Maybe a PM to say @Gandalf  will help get the issue sorted

@Gandalf  might pick this up now I have mentioned him.

tinytaco
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 457
Fixes: 29
Registered: ‎30-03-2020

Re: Mum is getting bills from Plusnet despite leaving three months ago

Fix

Hello @brightonbelle I am sorry to hear about all of this, if you'd like me to look into this then I am happy to help. Could you please private message me the account username related to this query? I'll look into this and will be able to get the cancellation backdated and resolved once and for all Smiley 

 Noor
 Plusnet Help Team
smiffy1
Pro
Posts: 245
Thanks: 91
Fixes: 1
Registered: ‎23-09-2018

Re: Mum is getting bills from Plusnet despite leaving three months ago

@tinytaco  3 weeks for a reply 🤔 and no apology 🙄