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.