Notice that contract is about to end.
We (customers) are supposed to receive them are we not?
I don't. And neither did the elderly friend I have just been helping.
Fortunately I check my bills and noticed a huge hike in price once and 'phoned up and was told my contract ended the preceding month.
I did not worry, I just took the hit like a fool.
My elderly friend received no notification that their 18 month contract was to end in January.
I had phoned them to tell them of a new offer Plusnet were offering and they managed to access their account and see what package they were on and noticed that their BILL has increased by £12 per month since January.
They have paid Plusnet £60 for five months because they did not know contract had ended.
They did NOT receive an email notifying contract was to end.
Customer services said the renewal was not sent out because the customer was on a 'self monitoring contract' or words similar to that. I have the operators name and as conversations are recorded there is evidence that this was said by Plusnet.
Sounded very dodgy excuse for taking £60 extra in six months for no added value.
So I 'phoned a different customer service operator.
He said people should receive notifications. This countered what the previous customer service operator said.
Any PLUSNET staff want to clarify? I say again: Any PLUSNET staff want to clarify?
Are we supposed to receive renewal notifications or not?
Because I have not and my elderly friend has not and has therefore paid you £60 for NO added VALUE.
Why not just give me a reference number here or a name to call and give the elderly friend his £60 back (you can afford that can't you?) Especially if you made the mistake of not sending out notification.
