Plusnet (PN) have introduced a new billing system which is currently bedding in, to put it mildly given the numerous issues reported on these forums and my own experience.
It does appear that the new system, when working properly, will offer additional flexibility to customers compared with the old system.
For instance there now appears to be a facility for customers to change their billing date which was something that was repeatedly asked for judging by the number of community posts on the subject.
Another common complaint about the previous system was PN’s need to allow an erroneous overbilling direct debit request to complete (i.e. the funds arrive in PN’s bank account) before refunding the overbilled amount to the customer even when they were informed of the error well in advance of the date that the direct debit request would be submitted. I noted in the email I received about my September bill that the date the direct debit would be taken was a few days further in the future than it used to be.
Is there now the facility in the new system for PN to stop an obviously wrong amount being taken from a customer’s account (if they are made aware of the issue promptly) and a corrected direct debit request to be submitted to avoid customers being disadvantaged unnecessarily?
This laggardly approach to refunds seems to apply to other causes as well such as double billing..
PN have never been the speediest company when it comes to refunding due to overbilling or double billing etc., the new system should have been designed to improve this aspect of their “award winning customer service” or whatever they call it.
It is totally unacceptable for PN to leave customers out of pocket for several days especially when significant sums of money are involved such as the instances of double billing for LRS etc described currently on these forums.
