Plusnet just can't seem to get this sorted
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Re: Plusnet just can't seem to get this sorted
Plusnet just can't seem to get this sorted
on 19-01-2017 1:22 AM - last edited on 19-01-2017 1:27 AM by Mav
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Please sort my account [Removed] why am I being persistently chased for money I do not owe and have proved it. From the day I joined to the day I left I paid all bills by Direct Debit except for the last 2 which I paid by card and have got proof from my bank. HELP
Moderator's note by Mike (Mav): Account number removed from a public forum to an area that staff can see.
Re: Plusnet just can't seem to get this sorted
19-01-2017 12:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Welcome to the community forums @Nina14.
I'm sorry to see that after your account was cancelled the account was passed to debt recovery in error.
Looking at the account, on 12/01/17 we flagged this up with the debt recovery firm that no amount was owed and requested the erroneous debt be written off. We then sent email confirmation advising you should stop receiving letters within 2 weeks of this date.
I do apologise for any inconvenience this has caused, however there is no further action for us to take at the moment, however if you are still receiving communications regarding this after 26/01/17, please do let us know and we'll chase that up again.
Re: Plusnet just can't seem to get this sorted
19-01-2017 12:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Looking at the account, on 12/01/17 we flagged this up with the debt recovery firm that no amount was owed and requested the erroneous debt be written off. We then sent email confirmation advising you should stop receiving letters within 2 weeks of this date.
however there is no further action for us to take at the moment,
Do you really think that is sufficient @HarryB ?
I would have thought that you would have advised the debt recovery firm that the debt was erroneous and TOLD them to discontinue chasing it immediately ,not REQUESTED that it was written off!. In addition I would have thought you should have WRITTEN to the customer apologising and offering some gesture in compensation.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet just can't seem to get this sorted
19-01-2017 1:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@MisterW wrote:
I would have thought that you would have advised the debt recovery firm that the debt was erroneous and TOLD them to discontinue chasing it immediately ,not REQUESTED that it was written off!.
I'm sorry if there's been any confusion in what I've said.
Requesting the erroneous debt is no longer chased is just a polite more professional way of Telling them to stop chasing it immediately.
What you've said you thought would happen is what has happened. However it does take time for companies to process things, in this case it can take up to 2 weeks for the debt recovery agency to wipe the debt off their systems.
@MisterW wrote:
In addition I would have thought you should have WRITTEN to the customer apologising
As I wrote in my initial response, I do sincerely apologise to @Nina14 for any inconvenience this has caused.
Re: Plusnet just can't seem to get this sorted
19-01-2017 1:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for the clarification @HarryB and I accept that you have apologised but it's quite a serious situation to mistakenly advise debt collectors. I would suggest that PlusNet needs to offer a formal apology, together with an assurance that there are no effects to any credit files.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Plusnet just can't seem to get this sorted
19-01-2017 4:58 PM - edited 19-01-2017 5:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@MisterW Thanks for the input.
You're absolutely right of course that @Nina14 is owed a full apology and I can see that Harry has already apologised for the situation and as always I also offer my sincerest apologies.
I'd also like to reassure @Nina14 and all of our customers who have had a similar problem that there should be no effect on their credit reports.
Thanks
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Re: Plusnet just can't seem to get this sorted