Refund on final mobile bill since 4th Nov 2019

[#1]

Hi,

My final bill was dated 4 Nov 2019 withn £4.06 credit. I called on the 4th to ask for a refund. I have been calling and emailing ever since trying to get a refund, and still waiting. Keep being told that there is a "backlog" of payments. Hmmm!!!

The odd thing is there was a further bill produced in December for a dubious "one-off charge" for the exact amount of the credit to bring my account to zero. Obvioulsy thinking that I'd forget about it not claim the refund.

Can someone PLEASE send me the refund.

If someone here can send me the refund you'd be my hero! 🙂 😁

[#2]

I had something similar when I ended a mobile account, I was £4 something in credit. When I queried it I was told 'just because the account is in credit it doesn't mean it belongs to you'!

Not sure who they thought it would be long to as I'm the only who ever paid the bill. Credit is credit and if it's not a credit payable to me why is it showing on the account.

I did get it refunded eventually.

[#3]

Thanks Mayfly for your input. Glad you got your refund eventually. Hopefully I will get my refund, but it has been over two months.

And I have not had anyone from Plusnet respond to my yesterday's posting.

I urge everyone who currently have or had simiar issue to make it known on this Comminuty so that everyone is aware and the extent of this issue with Plusnet is highlighted.

[#4]

I've still had no response from Plusnet for this posting.

[#5]

Hello @Kinky,

I am sincerely sorry for the delayed response and would be happy to take ownership your query.

Can you PM me the following details;

• Mobile number in question
• Full name
• Full address including postcode
• Can you also confirm you are the account holder?

Once you have sent these over, please can you update this thread and I will pick this up. 

[#6]

Thanks SammyM.

I have sent you the PM with the required info.

Hopefully you can expedite the refund. 

[#7]

Hi Kinky, I've just picked up the message thanks, just to complete account security checks could you get back to either myself or Sammy confirming your date of birth please? - Adam 

[#8]

Date of birth sent as requested.

[#9]

Cheers, I've just replied back to the PM for you. 

[#10]

Adam,

Thakn you for taking owership of my plight, I appreciate your gallantry. 🙂

I'm almost in tears in disbelief and frustration that Plusnet can't afford to return my paltry £4.06, and that I have to be chasing this for months.

Regards,

Kinkly

[#11]

No worries! it's all part of the job and I'm sorry that it's been so problematic! I'll stick with this until it's back with you. 

[#12]

Hi Adam,

Just to let you know I have contacted the Ombudsmen regarding this issue. Nothing personal to you, just Plusnet.

For anyone else interested in contacting the Ombudsmen please see this first: 

https://www.plus.net/help/legal/complaints-code-of-practice/

Whis has these Ombudsmen's details:

email
osenquiries@os-communications.org

Website
ombudsman-services.org/communications

Telephone
0330 440 1614

[#13]

Hi @Kinky,

I'm sorry to hear that you feel you must take this course of action. I can see that my colleague @adamwalker has sent an email to chase this up however we're still awaiting an update. Once one is available then we'll be in touch to discus this matter further.