So hard to contact Plusnet

[#1]

I've spent around 2 hours over the last 2 days trying get through by phone to ask for further details regarding a message that they are unable to take a payment from my mother's card for her broadband. We can find no reason it has not been taken

Can't email

Advised to raise a ticket, but no option allows me to pose the question

Any suggestions or is it just easier to jump ship?

[#2]

Try online CHAT, but ensure browser pop up blocker, turned off. Unless you are an authorised person on your Mum's PN a/c, they probably can't help /discuss with you though.

[#3]

Hi there,

Unlike when a direct debit payment fails a reason as to why a card payment fails isn't reported back to us.

If you see no reason why the payment shouldn't clear on a second attempt I'd try logging into the account online to reattempt the payment.