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Plusnet attempting to bill after broadband cancellation

FIXED
bonus
Newbie
Posts: 3
Registered: ‎19-09-2017

Plusnet attempting to bill after broadband cancellation

Hi,

 

We cancelled our broadband service last month (this took two attempts - the first cancellation request disappeared without trace). Plusnet sent a confirmation email on 24 August 2017 which indicated that the service cancellation date was 1/9/2017.

 

Since then we have received multiple requests for further payment which Plusnet attempted to take on 7/9/2017.

 

How can we get Plusnet to acknowledge that we have cancelled their service?

 

Many thanks,

 

Tim

 

7 REPLIES
RealAleMadrid
Aspiring Champion
Posts: 877
Thanks: 348
Fixes: 17
Registered: ‎07-07-2009

Re: Plusnet attempting to bill after broadband cancellation

You may have outstanding payments for calls or termination costs, are you absolutely sure you have cleared all money owing to PlusNet?

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Plusnet attempting to bill after broadband cancellation

If you have cancelled your broadband and not moved to another supplier you will be liable for cancelation fees - you should be able to get more information of any charges in the member centre.

bonus
Newbie
Posts: 3
Registered: ‎19-09-2017

Re: Plusnet attempting to bill after broadband cancellation

Thanks for the reply, but no - this is Plusnet trying to take their regular monthly payment after the service has been cancelled.

 

The wording on their message is

 

> We couldn't take a payment for your Plusnet broadband account
> Unfortunately, we've not received the regular payment for your service. This was due on 07-09-2017.

 

when the cancellation confirmation we received last month read:

 

> We're emailing you to let you know that as your cancellation request has
> now been placed. Your cancellation will take place on 01/09/2017.

 

I have spent hours on hold on the phone with Plusnet trying to sort this out. Cancelling a service should NOT be this difficult.

 

Tim

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Plusnet attempting to bill after broadband cancellation

Fix

Hi Tim,

 

I've sorted this out for you now.

Sorry for the inconvenience this caused.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
bonus
Newbie
Posts: 3
Registered: ‎19-09-2017

Re: Plusnet attempting to bill after broadband cancellation

Dear Anoush, thank you very much for sorting that out - much appreciated.

 

Best wishes,

 

Tim

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Plusnet attempting to bill after broadband cancellation

No problem Tim, all the best.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet attempting to bill after broadband cancellation

How is this still happening? You had a huge fine from OFCOM for doing this!

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

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 (£13/month)
Mobile: iD mobile (£4/month)