Not happy with Plusnet Billing..
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- Re: Not happy with Plusnet Billing..
Not happy with Plusnet Billing..
02-06-2014 12:31 PM
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Paid for line saver last year , which because of a billing hiccup last year ended up out of sync with my yearly contract.
So this year rang in March to haggle a new contract price. all sorted ok , but my line rental was not due for 2 more months .
When I spoke to the customer sservice It was sid I could new the line saver nearer the time .
I was expecting some sort of reminder , but this never appeared ( it seems in Plusnets eyes , an email in March, 2 months before suffices as a reminder?? ::).
But recently got the usual 2 emails saying my new "pending" bill this months was 25.99 .. eek .. should be a lot lower with linesaver already paid .
why is it always 2 emails , isn't one enough ??.
Had a quick peek at the member center and saw the line saver expired on the 28-5.. so i renewed the line saver immediately on the 29th.
But it seems to plus net expiring on the 28th and renewing on the 29th isn't enough continuity ?
and a pending bill isn't actually pending then >> its actually due , and I didn't renew in time ??.
Just a nice example of customer care .. NOT!.
a not happy customer
C,
Re: Not happy with Plusnet Billing..
02-06-2014 1:16 PM
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Within this period, you should have been able to renew your LRS online at https://portal.plus.net/apps/linerental/saver/portal - I'm sorry if this wasn't the case.
The 'Pending' amount probably was pending, especially if you make payment via Direct Debit, once the request for payment is made via Direct Debit, this is marked as a pending transaction.
I'll take your comments/feedback on board and I'll ensure it's fed back into the relevant team, I'm sorry that you've found this process to be so painful.
Re: Not happy with Plusnet Billing..
03-06-2014 10:00 AM
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I have no problem paying at any time , and as its a few minutes to do online , i just cannot see why any reminder is months ahead and then can so easily be missed in such a long tine scale . as happened here .. if I had gone a few days without renewing i could not see any problem with charging the full amount , but a few hours and consecutive days ? well ... hmm. >:(.. a bit " jobsworth! ..
Just one if those situations that leave bad taste in the mouth..
C.
Re: Not happy with Plusnet Billing..
03-06-2014 11:01 AM
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I can appreciate how this would leave a bad taste in your mouth however the systems for LRS expiry and billing are automated as this isn't something we have the manpower to do on a manual basis. As such the system has to be scripted to say that a service ends on a set date and after this it will default to standard line rental unless renewed. Billing also works in the same way and will request a payment on a set date and the amount will be dependent on the services the customer has at that time.
Unfortunately we can't include leeway in a script to take additional factors into consideration when it comes to LRS and billing surrounding the end of its subscription. This would add a great deal of complexity into logic behind the scripting which would raise more issues than it could potentially fix which is why we choose to have the rules set for a certain date without deviation.
We understand that in some rare cases it will cause potential problems or upset however we have to have regimented order where product changes and billing are concerned and we're sorry if this has caused an issue for you in this instance.
Re: Not happy with Plusnet Billing..
03-06-2014 12:53 PM
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Just glad my contract is now up and fibre is becoming available at my exchange it means I can have a nice chat with BT.
I came on this forum today to ask about fibre and how quick PN could set me up and I just go a few links to websites. the good old PN customercare has gone.
Re: Not happy with Plusnet Billing..
03-06-2014 1:59 PM
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You've asked us how long it would take for us to get you connected. I explained that it's dependent on engineer availability so I couldn't give a fixed date.
I supplied you with a link to keep an eye on for when Fibre does become available, so that you can place an order with us, should you want to.
I'm not sure what further information I could have provided you with? If there is a way that we can support you better, please let us know and we'll see what we can do.
Re: Not happy with Plusnet Billing..
03-06-2014 2:51 PM
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I had already checked the openreach website using my postal code and it's accepting orders, as per my post it only moved to this status today so again you might have been bothered to check it?
Re: Not happy with Plusnet Billing..
03-06-2014 2:59 PM
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I provided you with the Availability Checker link so you can keep an eye on this and place an order when Fibre is available.
Re: Not happy with Plusnet Billing..
03-06-2014 3:07 PM
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Re: Not happy with Plusnet Billing..
03-06-2014 3:18 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Not happy with Plusnet Billing..
06-08-2014 10:15 AM
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I was given a refund on the diiference in cost , without asking for it , I might add.... SO!! Brownies points to P-Net.
Chris
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