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Plusnet says i owe them money after cancelling my account

joseph92
Newbie
Posts: 4
Registered: ‎02-02-2021

Plusnet says i owe them money after cancelling my account

I cancelled my service on the 21st of November 2020 over the phone and cancelled my direct debit. On the 1st of February 2021 I received an email from a debt collecting company to say i owed you £78.69. My payments were up to date at the time of the account closure so I do not owe you anything. Can you please explain why, after cancelling my account you have tried to take money out of my bank.

6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 11,153
Thanks: 3,427
Fixes: 260
Registered: ‎30-07-2007

Re: Plusnet says i owe them money after cancelling my account

If you were still in a contract then there may be Early termination charges

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.

joseph92
Newbie
Posts: 4
Registered: ‎02-02-2021

Re: Plusnet says i owe them money after cancelling my account

I started the contract 18/01/2016 and so the early termination fee does not apply. 

Thrall
Seasoned Pro
Posts: 568
Thanks: 112
Fixes: 23
Registered: ‎28-09-2020

Re: Plusnet says i owe them money after cancelling my account

Have you made any product or price changes since then that may have triggered a new contract?

joseph92
Newbie
Posts: 4
Registered: ‎02-02-2021

Re: Plusnet says i owe them money after cancelling my account

No, the only price changes are the increases they've made over time. I haven't updated or changed anything since the contract started. 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Plusnet says i owe them money after cancelling my account

@joseph92  - Thanks a lot for reaching out and for making me aware of this. I've investigated this issue and have sent an email to the registered address on the account with further information.

 

I hope this helps, Adam.

 Adam
 Plusnet Help Team - Leeds
joseph92
Newbie
Posts: 4
Registered: ‎02-02-2021

Re: Plusnet says i owe them money after cancelling my account

Thank you, the team is sorting it out now.