Plusnet billing error
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Plusnet billing error
24-11-2011 2:04 AM
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It was offered only 6 months ago for a 12 month period and has been credited every time until this month.
I also contacted the call centre who couldn't figure it out.
Will you refund or credit this amount ?
Re: Plusnet billing error
24-11-2011 9:29 AM
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I was just looking into this when I saw that you'd called up and had it resolved.
Jojo
Re: Plusnet billing error
23-12-2011 2:14 PM
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I've been debited £113.88 this month for a product i don't even have active on account.
Re: Plusnet billing error
23-12-2011 2:36 PM
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It seems to have been a manual error regarding a retention deal you were offered. This is being investigated now to make sure we get this resolved for you.
Jojo
Re: Plusnet billing error
23-12-2011 6:52 PM
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I cancelled home phone service to plusnet in advance of transfer date, although the line rental saver part was clearly not cancelled on the system. I'm now waiting for customer services to sort it out.
Re: Plusnet billing error
23-12-2011 11:36 PM
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Gesture of goodwill my back side, its their cockup and as part of the direct debit agreement they have to refund it. I have raised a ticket and am waiting to see a resolution.
Personally I think the staff have got to the sherry and mince pies a bit early
Re: Plusnet billing error
26-12-2011 2:46 AM
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Re: Plusnet billing error
28-12-2011 1:06 PM
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@mathewlisett - It looks from your other thread that this has all been sorted out now? Please let us know if not.
Re: Plusnet billing error
28-12-2011 4:57 PM
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I've just tried ringing. There's only the landline number on your account, Is there a mobile I can get you on?
Jojo
Re: Plusnet billing error
31-12-2011 6:36 PM
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I have been reading the details of the direct debit guarantee on the finacial ombudsmans web page and it clearly states that
"if the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid."
I fully expect Plus Net to comply with the term "immediate"
Lets be honest, if I was late paying Plus Net even by a couple of days I am sure you would cut me off. Trust between customers and a company is a two way street - Plus Net need to play fair.
Re: Plusnet billing error
31-12-2011 8:49 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: Plusnet billing error
31-12-2011 10:04 PM
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Plus Net usual stance is, wait til the money reaches our account then we will start the ball rolling, five working days to clear our system, then another few more days till it gets to yours
Re: Plusnet billing error
01-01-2012 1:47 AM
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I was sent an email telling me that I was going to be billed for line rental despite having paid for Line Rental Saver. I pointed out the error straight away but was told that the direct debit could not be amended. I was promised a refund when the payment reached Plusnet. The automatic repayment didn't happen and when I complained I was told that I would have to wait "up to 10 banking days" for the refund to get back to my bank. In the event, if I recall correctly, it took 4 days from when I chased it up. With Faster Payments available I cannot fathom why it should take even that long.
Re: Plusnet billing error
01-01-2012 11:13 AM
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As I understand it the DD guarantee is between you and the bank and not you and the company. As soon as you contact the bank they have to action the immediate refund. It is then up to the bank to get the money from the company taking you out of the loop.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Plusnet billing error
01-01-2012 2:21 PM
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As Mav says the DD Guarantee refers to an arrangement between a bank and its customer not the company and their mutual customer.
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