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Refund for incorrectly provisioned service

ccarmock
Rising Star
Posts: 77
Thanks: 25
Fixes: 1
Registered: ‎04-11-2013

Refund for incorrectly provisioned service

I was one of the customer affected by the incorrectly provisioned service and received an email dated 5th Feb 2019 about this stating that I was paying for Fibre Unlimited Extra but was not provisioned for that, and that would be corrected and I would receive a refund within a month.

 

A month has passed and no refund has been received- please can you advise when these will be sent out.

When you check with my account you will see it is now downgraded to Fibre Unlimited anyway, which is correct, however this was done after this error, so a refund is still due.

 

4 REPLIES 4
Moderator
Moderator
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Re: Refund for incorrectly provisioned service

Moderators Note
This topic has been moved from Fibre Broadband to Accounts/Billing.

 

 

Customer and Forum Moderator. Windows 10 Firefox 66.0.3 (64-bit)

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Refund for incorrectly provisioned service

Hi there.

Sorry to see you've been paying for higher speeds you've not been receiving.

From what I can see we upgraded your service to 80/20 on the 13/02/2019 the back of that e-mail you've received, so I'm unsure why we've downgraded your package to Unlimited Fibre following that.

Anyway I can see that both your account and the provisioned product are matching up now which is good. Regarding the refund I've e-mailed the project owner to ensure that this is still on track and I'll let you know when I have a reply back.

From previous discussions with the project owner, you'd receive another e-mail to advise of the amount before we send a cheque out, but as the refund is part of a wider project it's not something myself or an adviser can arrange.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ccarmock
Rising Star
Posts: 77
Thanks: 25
Fixes: 1
Registered: ‎04-11-2013

Re: Refund for incorrectly provisioned service

Thanks I received the email to confirm how much the refund would be, but still haven't received the refund.   This is now way overdue, do you know when the refunds will be happening?  If not who can I talk to about this please?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Refund for incorrectly provisioned service

Hi @ccarmock, I'm really sorry that you haven't yet received the refund for this. As Anoush mentioned this is part of a wider project, but I'm very sorry for the delays and I've chased this up with the project owner to try get you a timescale. Given that it's a bank holiday weekend, I wouldn't expect to receive a response until mid next week.

 

If you have any further queries in the meantime, please just get back to us.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team