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My account has been a mess since moving in February

Hooked
Posts: 9
Registered: ‎02-04-2019

My account has been a mess since moving in February

Please can you help with my account and payments?

I moved home on 19th February.

I 'phoned in advance of this to sort out transfer to my new home.

As I was paid up in advance until 2nd April 2020 I was informed that I could take out a new contract for broadband at less than £3 per month (I think it was £2.27) rather than paying fees to move home, which I agreed to.

I have since had lots of contact about my account not transferring properly but it's never the correct department on the 'phone when I call and that's never been resolved.

My bill for March and April was much more than the C.£3 expected.

I called billing today, they couldn't help but said they would put me through to another department - ended up back at the call options menu...

Please can someone help sort my account out? I need to know what will happen about over payments, contract details and what I should be paying.

Thank you

Ian

9 REPLIES 9
Hooked
Posts: 9
Registered: ‎02-04-2019

Help needed with my account

Sorry to post again but others' later enquiries have been answered and I have had no response.

https://community.plus.net/t5/My-Account-Billing/My-account-has-been-a-mess-since-moving-in-February...

Thank you in anticipation.

Ian

Moderator
Moderator
Posts: 24,622
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Registered: ‎11-01-2008

Re: My account has been a mess since moving in February


Moderators Note


Threads merged.

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Plusnet Help Team
Plusnet Help Team
Posts: 48
Thanks: 10
Fixes: 2
Registered: ‎09-03-2020

Re: Help needed with my account

Good afternoon

 

Thank you for getting in touch, I can see on the follow Ticket we have tried to contact you regarding your account, we wanted to let you know that an error has generated on your account where you are not being billed correctly.

 

To resolve this, we need to create a new account for you. The details of your contract and any prices would remain the same. The only difference would be a new account with a new username. Please contact us to discuss your options.

 

I hope this helps

 

Jo
 

 Jo Clark
 Plusnet Help Team
Hooked
Posts: 9
Registered: ‎02-04-2019

Re: Help needed with my account

Hi Jo

Thanks for your reply.

I called back several times but the call always ended with someone saying they couldn't help me and they would put me through to a different department and then...nothing.

How can I get in touch with someone to resolve this please?

Thank you

Ian

Community Veteran
Posts: 2,309
Thanks: 499
Fixes: 52
Registered: ‎13-08-2015

Re: Help needed with my account

@ihw have you looked at the information provided in the ticket linked above?

Hooked
Posts: 9
Registered: ‎02-04-2019

Re: Help needed with my account

Yes I have looked at the ticket. As my previous post "

I called back several times but the call always ended with someone saying they couldn't help me and they would put me through to a different department and then...nothing.

How can I get in touch with someone to resolve this please?"

Still unresolved.

Plusnet Help Team
Plusnet Help Team
Posts: 18,029
Thanks: 5,768
Fixes: 964
Registered: ‎21-04-2017

Re: Help needed with my account

Thanks for getting back to us @ihw 

I'm sorry for the issues with your account.

I've arranged for an adviser from our customer options team to call you back within the next 24-48 hours.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 9
Registered: ‎02-04-2019

Re: Help needed with my account

Hi Gandalf

I did receive a 'phone call and was able to sign up for a new account which is active and working, thank you.

I have 2 outstanding issues that I hope you can rectify for me

1 - I was offered a card with £75 credit for signing up for 18 months, which I agreed to. My line has been active for well over 10 days and I have not received an email about how to claim this.

2 - I was assured that accounts would credit me for overcharging on my old account (which went wrong after I moved).  I had paid line rental in advance (until April IIRC) and was on a free broadband promotion so should only have been only paying for any calls.

I'd be grateful if you could help resolve this.

Thank you

Ian

Plusnet Help Team
Plusnet Help Team
Posts: 450
Thanks: 59
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Registered: ‎30-03-2020

Re: Help needed with my account

Hi there @ihw Smiley You can redeem your cash back here. And your old account query is answered here. I hope this helps Smiley

 Noor
 Plusnet Help Team