Refund after leaving - broadband

[#1]

Hello

I have been waiting for a refund since February 2023 after switching broadband.

I have not cancelled any direct debits as I still have an active mobile phone on the account.

How do I get my refund and why is this not automatic?!

[#2]

@Lamac2000 Are you sure you are due a refund? This would only happen if you moved after your fixed price contract had ended, and your transfer to a new ISP fell within your next month. Have you received your final invoice for the broadband account?

[#3]

Moderator's Note

This topic has been moved from Broadband to My Account/Billing

[#4]

Hi, yes I am due a refund. I did move after fixed price, mid-month and I do have a final bill with a figure. Thanks

[#5]

I'm a little confused here - you should have received the refund to your account within 7-10 days of the final invoice being issued, so why have you waited 7 months before querying this?

If the BROADBAND Direct Debit was left open, the transfer of the balance should be automatic. Note that the two accounts would have separate DD mandates.

Does the final invoice not advise when the refund would be paid?

[#6]

Hi John

I have tried to query a few times, I have tried online chats but there doesn’t appear to be a real person on the other end and it has sent me in circles. I am now trying this.

Is there a telephone number I can call? Or is there anyone who works at Plusnet on this forum?

[#7]

If you definitely haven't received the refund, I suggest you call Plusnet (0800 432 0200) on Monday. The online chat is restricted to new order queries, and I understand it is very restricted, even on that subject. Staff support on the forum is sparse during the working week, and almost non-existent at week-ends.

[#8]

Thank you John, I will try that number

[#9]

Hey there @Lamac2000 did you manage to sort it?

[#10]

I'd also be interested. It appears I was about to fall down the same rabbit hole. Fortunately for me, I recognised a problem in the making and killed the DD as advised by the Plusnet advisor.

I'm owed around £3, but at least they won't get the next payment from me. So I figure they can keep the £3 and I can keep the time it would have taken to resolve. Around 8 months by the looks of it.