06/09/18 Ordered PlusNet Broadband – paid £42.94
07/09/18 Up to four silent calls per day from PlusNet to my husbands mobile used to order the broadband
08/09/18 £42.94 shows on my bank statement
11/09/18 Returned one of the silent calls and it goes straight to PlusNet Sales and Marketing
12/09/18 email received stating error 501
13/09/18 Phoned PlusNet to find out what is happening and why PlusNet order error/silent calls
13/09/18 Told it was TalkTalk who cancelled the order and they do it all the time
13/09/18 [CSA Removed] invited us to take out another contract and he would personally see this one through – offer declined
13/09/18 Refund promised ([CSA Removed]) in 10 working days and silent call investigation
13/09/18 [CSA Removed] promised to ring back the following day with progress report – did not happen
14/09/18 Googled TalkTalk cancelling broadband transfer and found nothing
14/09/18 PlusNet number blocked on my husbands mobile as silent calls still on-going
14/09/18 Phoned TalkTalk – they deny cancelling broadband and pointed out that they had mailed us 3 letters on different days about the transfer, if they were to cancel the transfer then why not right away and save themselves the postages. TalkTalk confirmed that it was PlusNet who cancelled the transfer.
19/09/18 Told nothing had been done, so today refund initiated - in 15 working days
19/09/18 received email confirm refund initiated
05/10/18 Refund Cancelled and cancelled order reinstated without contacting customer
08/10/18 Rang PlusNet to cancel order reinstated without our permission
08/10/18 Told the refund will now be 20 working days
08/10/18 Received email confirming cancellation of our non-existent broadband will take place 22/10/18
08/10/18 received email apologising for the delay in actioning our requests, but that this is the earliest they could do it due to their system problems
14/10/18 Told that the refund of our own money is judged by PlusNet to be a fair and reasonable compensation
17/10/18 PlusNet says “we hold no direct payment information on the account in question” and therefore cannot refund you this way
17/10/18 Refund cheque promised will be with us in 3 to 5 days
17/10/18 Confirmed with our bank that the PlusNet Direct Debit exists and is still active
18/10/18 Advised PlusNet of Active Direct Debit, response “Not feasible, cheque will be with you in 20 days”
18/10/18 Confirmation of the 20 days delay of refunding our money as advised 09/10/18
18/10/18 Offered £10 compensation as full and final final resolution to your complaint
05/11/18 After 60 days, no contact from PlusNet to explain what has gone wrong/offer apologies/reasonable compensation
05/11/18 PlusNet email stating hoping you received cheque requested 17/10/18
07/11/18 Nothing received after 62 days
Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.
