Plusnet d/d refund
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Plusnet d/d refund
12-10-2018 11:01 AM
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Hi,
A couple of months ago, I moved broadband & phone services to BT. However, it would appear that somehow Plusnet failed to process the cancellation fully. Plusnet continued to take £18 via direct-debit for supposedly the broadband service, despite the phoneline service being cancelled.
I didn't realise this for the first month, only when I received an email on 7th October informing me that my next bill was ready did I realise.
Using online chat, I explained the situation and got them to cancel the next bill but was told that someone from billing sort out the refund for the previous month and to expect an email. I have not received this email or seen the refund in my bank account.
A quick search seems to suggest this is quite a common issue. Please can someone sort out the refund please.
Many thanks,
Simon
Re: Plusnet d/d refund
12-10-2018 3:00 PM
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Tagging @MatthewWheeler and @Mads because I noticed you were able to help out on a similar thread regarding refunds. Hope you can help
Re: Plusnet d/d refund
12-10-2018 3:45 PM
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Hi Simon,
Thanks for getting in touch. I'm sorry to hear that you've experienced issues with your account closure and payment.
I can see that you've raised this with my colleague and that they've escalated this to our billing team on your behalf here. As soon as we have an update regarding the refund of your over-payment we'll provide it via that ticket.
Thanks for your patience whilst we get this sorted.
Best wishes
Dave
Re: Plusnet d/d refund
13-10-2018 8:11 AM
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Re: Plusnet d/d refund
13-10-2018 9:04 AM
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Re: Plusnet d/d refund
13-10-2018 11:41 AM
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Re: Plusnet d/d refund
14-10-2018 8:30 AM
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Re: Plusnet d/d refund
14-10-2018 1:37 PM
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Re: Plusnet d/d refund
14-10-2018 9:40 PM
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Re: Plusnet d/d refund
06-11-2018 9:05 AM - edited 06-11-2018 9:05 AM
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Hi,
I am looking for an update on the status of my refund. I posted a comment last week to the ticket that you linked above (here). Since I haven't heard anything or seen a refund, I checked the ticket and it would appear that my account has been closed. I cannot add any further comments.
This is pretty appalling service - the least I would expect is a response to tell me what is happening. Please can someone check what is going on and let me know when I will get my £18 refund.
Many thanks,
Simon
Re: Plusnet d/d refund
06-11-2018 4:46 PM
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Hi there @simonhaswell78, I am really sorry to see this is the case and apologies for the length of time this is taking to resolve for you. I have updated your ticket here and send a copy via email just in case you are unable to view it.
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