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Seems Like Small Claims Court only way to get money back

abrdf
Dabbler
Posts: 12
Registered: 14-08-2013

Seems Like Small Claims Court only way to get money back

Left Plusnet on 23rd of September
- No final bill
- Told on 3rd of October that I was due refund - Still waiting
- Refunds dont talk to customers
- No team leaders available
- No Switchboard number
- Paul Summers Director of Customer experience doesn't talk to customer (Seems like his last role at British Gas....... ring any bells for poor "customer experience")
SEEMS WORSE THAN TALK TALK...... Who I have to say have been excellent and answer calls in a few minutes not 25 minutes and I save money..... Job On
I want my money back, Im sure they would be chasing me if I owed them
Andrew
9 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Seems Like Small Claims Court only way to get money back

Andrew,
Paul's last role was at O2, not British Gas. He is responsible for running our service operation and quite frankly does not generally have the time to deal with individual issues.  There are teams in place (including mine) to deal with those sort of things.
If you have a look here, you'll be given instructions on how to raise a complaint:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
If you could do so, my team will then respond accordingly.
abrdf
Dabbler
Posts: 12
Registered: 14-08-2013

Re: Seems Like Small Claims Court only way to get money back

but he did work at british gas - Centrica
Do O2 have good customer service thenHuh...... Look at the forums
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Seems Like Small Claims Court only way to get money back

If you raise a ticket following the above instructions I'll be more than happy to have a look.
abrdf
Dabbler
Posts: 12
Registered: 14-08-2013

Re: Seems Like Small Claims Court only way to get money back

I cant raise a ticket because you have closed the account! But have not sent a final invoice or a refund nearly a month following termination of service.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Seems Like Small Claims Court only way to get money back

Is this just in relation to the refund?
abrdf
Dabbler
Posts: 12
Registered: 14-08-2013

Re: Seems Like Small Claims Court only way to get money back

Yes...... I want my refund back ASAP. You seem pretty quick to take money but not to return it. I am sure that If I owed Plusnet money your would be sending me emails daily and threatening debt collection after nearly one month.
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Seems Like Small Claims Court only way to get money back

James, Can you reactivate the account as an dialup PAYG to allow him portal access?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Seems Like Small Claims Court only way to get money back

I'm really sorry.  We had a delay refunding payments via direct debit.
I can confirm that your refund has been processed and it will be with you as soon as possible.
newagetraveller
Aspiring Pro
Posts: 439
Thanks: 50
Registered: 03-08-2012

Re: Seems Like Small Claims Court only way to get money back

"You seem pretty quick to take money but not to return it. I am sure that If I owed Plusnet money your would be sending me emails daily and threatening debt collection after nearly one month. "
Too true! Sad
Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go