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New Account Nightmare

FIXED
CrisP
Newbie
Posts: 4
Thanks: 1
Registered: ‎11-12-2019

New Account Nightmare

I switched to Plusnet from John Lewis on 16th August paying just over £200 to include Line Rental Saver.

It took over 2 months to get my first bill which was wrong as it did not include line rental saver.  I pointed this out to customer services who advised they would remedy this.

A further month has passed and it still has not been sorted.  Any ideas as to how long this is likely to take to resolve?  All I want is an accurate bill!

I am very disappointed as I came back to Plusnet because of perceived good customer service.  It seems the system is in melt down and although staff are polite it seems they are unable to resolve the issue and give me accurate bills. 

Is there anyway to escalate the issue and get a single named manager to address the issue rather than going round the houses each time?

7 REPLIES 7
Plusnet Alumni (retired) OllieC
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: New Account Nightmare

Hi @CrisP

 

I'm really sorry to hear about your experience. Sadly, escalating to a manager will not yield any results if there are underlying issues with your account. If you have had it confirmed that your account has been fixed but your billing is still incorrect, we can, of course, intervene and put things right where applicable.

 

Please feel free to PM your account username and we are more than happy to look into this for you. 

 

Kind Regards

 

CrisP
Newbie
Posts: 4
Thanks: 1
Registered: ‎11-12-2019

Re: New Account Nightmare

Thanks for you reply.

 

Have PM'd you (I Think!)

 

Any assistance/clarity much appreciated

Plusnet Help Team
Plusnet Help Team
Posts: 16,387
Thanks: 5,036
Fixes: 853
Registered: ‎21-04-2017

Re: New Account Nightmare

Thanks for getting back to us @CrisP 

Apologies for the experience you've had with your account. I've been looking into this for you and I've added a reply onto your support ticket you'd be able to view and reply to by logging in and going Here. While I believe this to be almost sorted now,  I'm taking this on personally from now on to keep a close eye on this until we can be sure it is resolved.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
CrisP
Newbie
Posts: 4
Thanks: 1
Registered: ‎11-12-2019

Re: New Account Nightmare

Thanks for your input, Anoush, much appreciated.

Hopefully, things are now heading in the right direction and might be resolved either in our next bill (16th Dec) or perhaps more realistically the following one on the 16th Jan.

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 16,387
Thanks: 5,036
Fixes: 853
Registered: ‎21-04-2017

Re: New Account Nightmare

Fix

Thanks for getting back to me @CrisP No problem, I've discussed this further with a colleague from our billing team and I've added a reply onto your support ticket 194252124. Fingers crossed everything's sorted moving forward now.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
CrisP
Newbie
Posts: 4
Thanks: 1
Registered: ‎11-12-2019

Re: New Account Nightmare

Thanks for all your help and communication on this, Anoush.

You do seem to have made changes in days where others have failed in months!

I do think you have resolved the issue as well as possible (though, can't fully get my head around latest bill!)

Once again, many thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 16,387
Thanks: 5,036
Fixes: 853
Registered: ‎21-04-2017

Re: New Account Nightmare

No problem @CrisP Let me review the bill tomorrow when I’m back in the office. 

Apologies again for the issues you’ve had. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team