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Ongoing account cancellation failure

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gafferc
Dabbler
Posts: 11
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Registered: ‎02-03-2020

Ongoing account cancellation failure

I transferred both my phone and broadband to another provider on the
29th March.

I got an acknowledgement from PlusNet saying that my phone had been
transferred and that, if my broadband had transferred as well, I would
get another email. No other email has come.

I was a bit surprised to get an email in April saying that (normal
monthly amount) would be taken by direct debit but I thought this
would be for March and let it go.

However, I rang customer services on the 14th April to see whether
they knew broadband had also been transferred and the person on the
telephone rang somebody else during the call to get my account
cancelled.

I got an email the same day saying it had been cancelled and backdated
to 29th March.

At the beginning of May I got another email (I was still able to
access PlusNet's webmail) saying (normal monthly amount) would be
taken by direct debit so I deleted my PlusNet direct debit.

I got an email from PlusNet saying that it had been cancelled and
telling me how to set up a new direct debit.

Shortly after the usual day the direct debit was taken, I got an email
saying it had failed and saying that, to avoid any restrictions on my
service, I should pay within 14 days.

After phoning customer services again and the person taking the call
calling someone else to do the cancellation I got an email saying my account
would be cancelled from 12th May which wasn't what I was told on the
phone. However, I got an email dated 12th May from the person who took
my call saying that a colleague has now begin the process of closing
my account and backdating it to 29th March.

A little later I found I could not login to webmail and assumed my
account had actually been cancelled. To check, I logged in to PlusNet
-- which worked -- and found a message waiting for me.

It said:

  "If you fail to pay within 14 days of your failed payment date, your
  browsing will be restricted and you'll be charged an administration
  fee of £7.50."

Towards the end of last year I believe several frontline staff were
made redundant -- it looks as though there are not enough people now to
cope with the work...

Chris

18 REPLIES 18
jab1
Seasoned Hero
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Re: Ongoing account cancellation failure

Chris, I'm afraid you've fallen foul of the Plusnet Accounts (failure) department. I've asked for this topic to be moved to the correct board, where hopefully one of the Help team will pick it up and get it sorted for you.

John
dvorak
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Re: Ongoing account cancellation failure


Moderators Note


This topic has been moved from ADSL Broadband to My Account / Billing

Customer / Moderator
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Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Ongoing account cancellation failure

Thanks for your post @gafferc 

I'm really sorry for the issues you've had getting your account closed down. 

From what I can see we hadn't received a notification from your new provider to advise that your broadband was moving, just your phone service. I can see the second adviser you've spoken to has cancelled your account with us so I've placed an order to cease the broadband service we're providing still which should go through on Monday.

The final bill's still pending to be automatically generated within 20 days from when we enacted the cancellation so you should either receive it this month or early next month. I'd recommend logging into the account online and updating your contact details to make sure we have the right email address to reach you on that works still.

If you're paid up though to the date your service transferred and there aren't any termination fees then the final bill would be a pro-rata refund of anything you've paid us for a service you've not had from the 29th March, and as your direct debit's cancelled (understandably in your situation), we'll post a cheque.

If you owe us any money we'll send you an email once the final bill's produced (would recommend again you update your email address we hold for you so we can reach you if needed)

Let me know if there are further issues though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
gafferc
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Registered: ‎02-03-2020

Re: Ongoing account cancellation failure

Thank you very much, Anoush. I will try and login and change my email address.

Chris

Gandalf
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Re: Ongoing account cancellation failure

No problem at all Chris, let me know if there's anything else you'd need help with

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
gafferc
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Re: Ongoing account cancellation failure

I tried to login and change my email address but got

"The account has no invoice in Failed Billing

 For help or further information, please contact us online."

Here's a throwaway email address that I can delete if I get spam:

   blendy@posteo.nl

What really worries me is that this ``debt'' will affect my credit rating...

Chris

Gandalf
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Re: Ongoing account cancellation failure

Hi Chris, ah that looks like it's due to the way your account's closed on our systems. I'd recommend trying again once the cease of our broadband service has gone through on the 17th. If you still can't login by the 18th it may be worth calling us on 0800 432 0200 so we can update your details from our side. 

We don't credit check you when setting up a broadband account so we can't affect your credit rating Smiley

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 Anoush Mortazavi
 Plusnet Help Team
gafferc
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Re: Ongoing account cancellation failure

I have tried logging in over the past few days and each time I get:

"https://www.plus.net/apps/payment/failed/

 The account has no invoice in Failed Billing

 For help or further information, please contact us online."

So I rang up again to get my details changed and found that my account had been deleted.

However, the person I was talking to went into the deleted account and changed the email address.

I have now had three emails to this address now so I can be certain that it is the correct address.

I was told that, when the final account is ready, I will get an email telling me and I can then login to my account to see how much it is and arrange to pay it.

I think I will wait until this is done to click the "All fixed!" button...

Chris

Gandalf
Plusnet Help Team
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Re: Ongoing account cancellation failure

Thanks for getting back to me Chris.

I'm sorry to see you're not able to log into your account still. The account's not deleted per se, it's in a closed state which is normal as your services with us have ceased however you should still be able to login.

Unfortunately I don't believe this is fixable, normally what we'd do is what's called a "disable and re-enable" of the account which removes the failed billing status from our systems but in doing so here it'll reactivate the account which isn't something we'd want as your services with us have long since ceased. 

If you owe us any money we'll email you the final bill within 20 days and I'm afraid you'd have to call us again. We'll be able to give you a breakdown of the bill over the phone as well as I appreciate you won't be able to see it online. 

Feel free to post back if there are any further issues.

[edit]

Having said that when the final bill generates this may prod our systems back into shape so you might be able to log into your account. Really sorry for the issues and inconvenience we've caused.

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 Anoush Mortazavi
 Plusnet Help Team
gafferc
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Re: Ongoing account cancellation failure

I got an email today (Thursday 3rd June) from Plusnet which said that they had not been able to take payment for the termination invoice.

They went on to threaten me with debt collectors if it wasn't paid within 14 days and gave the phone number of the payments team.

I rang them and despite giving all the information carefully, two attempts to take the payment failed (the card was declined) I was advised to try again on Saturday.

When I went back to look at my emails, I found two from Plusnet giving me a link to "my new account" to pay the bill.

There was a warning about phishing if I hadn't just been speaking to an advisor.

I used the link, I got the usual security page from my bank to check that I was the one making the payment and, as far as I can see, it went through.

So, thank you Anoush for walking with me along this stony trail with your experience and advice. It has made it a lot easier.

Chris

Gandalf
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Re: Ongoing account cancellation failure

Fix

Thanks for the overview Chris,

No problem and sorry for the further issues you've had.

I've taken a look into this for you again and I've dropped you an email under the ticket ref 214872915 which I hope helps.

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 Anoush Mortazavi
 Plusnet Help Team
gafferc
Dabbler
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Re: Ongoing account cancellation failure

I have waited until now because I thought it was possible that the deduction from my account might not appear over the weekend.

But there is no deduction even now and I have sent a message to my bank with details to see if they can work out what is going on.

Perhaps Netflix would be interested in this story...

Chris

P.S. I've just seen the email sent to me in response to your question, thank you very much, Anoush. I wish you all the best in the future.

gafferc
Dabbler
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Re: Ongoing account cancellation failure

This problem probably cannot be said to be "Fixed".

I have had a reply from my bank saying that all three payments went through !

How do I get Plusnet to repay me?

Chris

Gandalf
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Re: Ongoing account cancellation failure

Thanks for getting back to me Chris,

I'm sorry to see the payments are showing as gone through your bank's end.

Would it be possible for you to drop me a PM with a photo or scanned copy of a paper statement showing the transactions from then to date? I'll then raise this with our billing team for further investigation.

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