RE: Oct Billing fiasco
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- RE: Oct Billing fiasco
Re: RE: Oct Billing fiasco
22-02-2019 12:41 PM
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I have just had a ticket update also which says only 90 days of invoices will be produced when fixed? so to my understanding that's about 3 months so i guess that's all I have to pay when resolved?
Re: RE: Oct Billing fiasco
22-02-2019 2:36 PM
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Hi there,
You won't be able to make the payment until we've got the issue resolved. We're still working on this and the nature of the issue means we don't have a definitive ETA to give you on that. I will keep monitoring the issue for you though so that we can update you more proactively rather than you having to chase us for updates.
The issue affecting the invoices is part of a broader issue which is part of why it's taken a while to resolve.
In response to the exact payments owed I do need to refer you to the ticket on your account purely because that's account specific information.
Re: RE: Oct Billing fiasco
22-02-2019 4:17 PM
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I've not had a ticket update like that, so if somebody reading this could p[rovide me with one, that would be great
Re: RE: Oct Billing fiasco
22-02-2019 4:22 PM
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Re: RE: Oct Billing fiasco
22-02-2019 5:57 PM
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Hi @goldenfibre, I'm sincerely sorry for the length of time it is taking to resolve your issue. I can assure you it's still actively being worked and we do hope to have a resolution shortly. In relation to your cheque refund, this is in hand with a dedicated team who will be processing this for you before the deadline of 1st March.
Hi @george_seamons, our Billing Department are aware of the issues you have also faced with your monthly invoices and will provide you with an update on the account in due course. Apologies for the length of time it's taking to resolve.
Re: RE: Oct Billing fiasco
22-02-2019 5:57 PM
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After nearly 5 months and trying to fix the new billing system shouldn't Plusnet bite the bullet, implement their contingency plan and roll-back to the old billing system.
YOU DID HAVE A CONTINGENCY PLAN, DIDN'T YOU? (YOU DID SEE WHAT HAPPENED TO TSB A FEW MONTHS EARLIER DIDN'T YOU?) DUH!
Re: RE: Oct Billing fiasco
23-02-2019 11:24 AM
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Well I thought things were bad for me until I read this forum. No bills since November so three months outstanding. I have raised a question three times although two of them were automatically closed even though the issue hadn't been resolved. This time I will make sure to keep the question open. Plusnet have advised me in email that I am not technically 'in debt' because it is their system problem. Still very stressful situation !
I usually pay by direct debit but have hopefully changed payment to credit card today. That way a sudden claim for outstanding bills (which no doubt will happen at some future date) can be managed more easily than a sudden claim on the bank account. Seems like the Plusnet billing software has got too complicated for it's own good ????
Ho Hum!
Re: RE: Oct Billing fiasco
23-02-2019 11:41 AM
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Re: RE: Oct Billing fiasco
28-02-2019 11:59 AM
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PN you say in last message: In relation to your cheque refund, this is in hand with a dedicated team who will be processing this for you before the deadline of 1st March.
Sadly you have failed, the deadline are March 1st which it tomorrow as I am going to put my complaints back to Ombudsman Service to say that PN offer me a value of £30 cheque between 1st Ferbruary and 28th February 2019 has now failed with no sign of any cheque.
Very disappointed as I do wish I never accepted this offer from PN with Ombudsman Service. Does anyone elses has received cheque from PN due to ongoing case with Ombudsman Service?
Re: RE: Oct Billing fiasco
28-02-2019 4:39 PM
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HI @goldenfibre, thanks for getting back in touch.
I can see a support ticket has recently been created on the account for you in relation to the Ombudsman complaint. You can view this here
Regards
Re: RE: Oct Billing fiasco
28-02-2019 4:45 PM
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I did receive a compensation cheque from Plusnet, but they didn't acknowledge the need for it until the afternoon of the deadline, and then they sent an e-mail to say the cheque would be sent out within 7 days. It only took about 4 days after that to arrive. However, I haven't cashed it yet, as I have no convenient banks...
Re: RE: Oct Billing fiasco
28-02-2019 4:56 PM
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Re: RE: Oct Billing fiasco
01-03-2019 12:00 AM
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Re: RE: Oct Billing fiasco
01-03-2019 12:57 AM
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Re: RE: Oct Billing fiasco
01-03-2019 9:35 AM
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Hi @Daniel28012,
I'm very sorry that the billing issue is still ongoing and for the inconvenience caused. Our billing team are still investigating this issue.
We won't be able to waive the outstanding balance once the problem has been resolved, I'm afraid, as the charges are for services that have been used. However, we would be able to arrange a payment plan so that you're not having to pay it off in one go and we can also look into a goodwill gesture for the inconvenience caused once the billing issue is resolved.
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