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NEW BILL received instead of a REFUND

HippyHop
Newbie
Posts: 3
Registered: 30-09-2015

NEW BILL received instead of a REFUND

Hello,
I migrated to another provider on 25/09/15 and that was the date of my last bill. The payment was taken by DD to cover a whole month in advance, although I owed 4 days only. In online chat I was told that a refund is due in 10 working days.
On 29/09/15 I received this email:
Thank you for clearing the outstanding balance on your
Unlimited (Contracted) account. Your account has now been reactivated.
All of your account's features will be reactivated now, although it
may take up to 30 minutes until all of these are available for you
to use.

{
Thank you for clearing the outstanding balance on your Home Phone
account.
All of your account's features will be reactivated now. We cannot
guarantee you will be able to make outgoing calls immediately,
however, you should be able to use your service again within a
couple of hours.
}

============================================================
Payment amount: £9.99
Date taken:     2nd October 2015

The agent I contacted today in online chat advised me to disregard the emali as it's irrelevant, obviously, but I really need a member of staff to look at it and confirm the status of my account.
Thanks.
P.S. I've been with Plusnet for one year only and never had any problems, till I moved to another provider.