Right to leave then charged cancellation !!

[#1]

after my fifth weekly call and several emails and an engineer etc etc I was informed that I had a right to leave on my account and would not be charged any cancellation fees - After receiving an email to confirm that right to leave I started the transfer back to my previous broadband provider whom I never had any issues with apart from pricing. Today I received a message to say that your findings mean I would have to pay cancellation charges now !!! after you granted a right to leave ? Have you any idea how stressful this is ? I havedated messages to show this catalogue of events and my next step will be offcom if this game of tennis with customer services isn’t resolved.

[#2]

@Andreafox1 

I'm afraid that all Ofcom will do is log your complaint. They will not get involved in your personal dispute.

You need to go through the Plusnet complaints process then on to the dispute resolution procedure if necessary. 

[#3]

But they said I had a right to leave then back tracked - as it is I can’t get hold of them on the phone (busy times) and was directed here. Worst decision I ever made was join plusnet - and all I wanted to do was save money 😞

[#4]

@Andreafox1

That’s fine, you have a reason to complain therefore you need to go through the formal process, see. https://www.plus.net/help/legal/complaints-code-of-practice/

[#5]

Hi Andreafox1, I'm really sorry to see this. I'd like to take ownership and take some time to look into this for you today. Please bear with me and I'll do my best to give you a full and formal response to your complaint by the end of the day. I'll be adding further updates to your account here: https://www.plus.net/wizard/?p=view_question&id=200087630

[#6]

Hi there, just a quick update to let you know that I've added an update to the ticket I've liked to above. - Adam