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Plusnet Accounts poor customer support

DaveJJ
Newbie
Posts: 1
Thanks: 1
Registered: ‎20-10-2019

Plusnet Accounts poor customer support

For the 5th consecutive month I have tried to rectify my account bill unsuccessfully despite telephoning at least 8 times.  I am charged a regular £18.99 too much every month and I have been assured every time that the problem is solved.  The problem stems from paying the Line Rental Saver which PlusNet seem to have lost track of back in October.  The solutions offered are very varied but all are ineffective, from giving a refund and assuring me that all is sorted, to issuing a refund in advance each month for the remaining period of the Line Rental Saver which also hasn't worked.

This month I received a bill for just the extra for the line rental instead of a bill for zero (I was given a months Broadband gratis for the grief, inconvenience, time and stress I have had to put up with). After a long telephone discussion with Plusnet today this was resolved with yet another refund for the line rental to sort the issue and an instruction that I should cancel my DD after the refund and bill have been paid so that next month I can manually pay the correct bill amount ... phew!!  Someone from Plusnet will phone me at the appropriate time for the payment so I am not inconvenienced, well, that hasn't happen to-date.

I have now just received an email from [CSA Removed] saying this was all wrong and that I should pay the full amount of the bill this month, £21.00 which is more than the incorrect £18.99 ... so what happened to the free broadband as a gesture of good will or does Mr Batty not read all the communications associated with the problem.  I am getting rather annoyed as this means another frustrating call to Plusnet to try and sort this Whitehall Farce once and for all.

What is extremely annoying is that I never get to discuss this problem with any really senior managers despite having asked to do so on several occasions and so the problem goes on.

 

I have now received an email from [CSA Removed] saying this was all wrong and that I should pay the full amount of the bill this month ... so what happened to the free broadband as a gesture of good will or does Mr Batty not read all the communications associated with the problem.  I am getting rather annoyed as this means another frustrating call to Plusnet to try and sort this Whitehall Farce once and for all.

What is really annoying is that I never get to discuss this problem with any really senior managers and so it goes on.

 

 

Moderators Note: CSA name removed as per Forum rules

1 REPLY 1
Orwell
Plusnet Help Team
Plusnet Help Team
Posts: 46
Thanks: 10
Fixes: 1
Registered: ‎09-03-2020

Re: Plusnet Accounts poor customer support

Dear Mr. Dawson,

 

Thank you for your message of 06 March 2020.

 

On behalf of Plusnet, I am very sorry to note the inconvenience.

 

Upon reviewing the account, I see that you have since spoken again with my colleague, Darren Batty, who has corrected the previous discussion under ticket reference: https://www.plus.net/wizard/?p=view_question&id=198747547

 

If we can be of any further assistance, please let us know.

 

Best Wishes,

- Ken

 Ken Bryant
 Plusnet Help Team