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Refund Help! New Customer Really Fed Up with Plusnet

Posts: 1
Registered: ‎29-04-2019

Refund Help! New Customer Really Fed Up with Plusnet

I’m a new customer with broadband. Paid for line rental up front. Nothing but issues and incorrect info from the start. Each person you talk to on the phone tells you a different story and misleads you. Mucked up and delayed my broadband start date. Promised refund of £49.99 re new line charge. Received email on 17/04/19 stating “we’ll process this today and you should see it appear in your account with 5 working days.” What a joke! I called Friday 26/04/19 advised definitely processed on 18/04/19 and leave it until today Monday 29/04/19 and if not in my bank to call back. Checked with bank no pending credits from Plusnet. I call up today to be advised actually your billing system is broken and it could take as long as 20 days for a refund! So annoyed I raised a complaint but have heard nothing back. I called and raised the complaint at 8:50am this morning, it’s now 16:45 and no response. Can anyone help me? I claimed my sign up reward on 09/04/19, £75 prepaid card, still not received it. I know you have to allow up to 30 days to receive it but not full of confidence given my experience and treatment so far. If I could leave plusnet I would, I’ve been with you less than a month but sadly am outside the 14 day cooling off period.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 779
Fixes: 32
Registered: ‎06-08-2018

Re: Refund Help! New Customer Really Fed Up with Plusnet

Hi @se01ps,


Thanks for getting in touch.


I'm sorry to hear that, I appreciate you haven't received consistent advice about your refund. Please accept my apologies for any inconvenience or frustration this has caused you.


I have looked into this and your cashback query and have sent you a response here.


Please check your junk or spam email folders in in relation to your cashback query.


Let me know if you need anything further.


Thanks - LF