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Still receiving bills after leaving plusnet

Sheppards23
Newbie
Posts: 1
Registered: ‎05-07-2018

Still receiving bills after leaving plusnet

I left Plusnet a few months ago, but am still receiving bills.  The account was supposed to be closed, but every month since then, I receive an email saying my bill is ready to view. No payment is being taken, as there is no bill. I can not contact plusnet to get these stopped, as my account details are no longer recognised. How do I stop these emails?

6 REPLIES
OliGaffney
Aspiring Pro
Posts: 142
Thanks: 21
Fixes: 7
Registered: ‎27-09-2017

Re: Still receiving bills after leaving plusnet

Hi there @Sheppards23, thanks for getting in touch!

 

These emails are perfectly normal and can continue for a couple of months after the account being closed.

I am sorry to hear that these are inconvenient for you.

 

To stop these emails, we'll be able to remove your email address from the account.

We'll need to complete some security to be able to do this, so please send me a private message with your mobile/account number so we can start this process!

 

To send me a private message, you'll just need to click onto my profile and find the option.

 

Thank you

-Oli

 Oli Gaffney
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 23
Thanks: 5
Fixes: 3
Registered: ‎18-06-2018

Re: Still receiving bills after leaving plusnet

Hi Susan, sorry to hear that you are still receiving emails from us. I can advised I have updated the system and you will not receive these moving forward. Please accept my apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Faisal J
 Plusnet Help Team
Superuser
Superuser
Posts: 3,458
Thanks: 1,909
Fixes: 12
Registered: ‎10-04-2007

Re: Still receiving bills after leaving plusnet


@OliGaffney wrote:
These emails are perfectly normal and can continue for a couple of months after the account being closed.

I am sorry to hear that these are inconvenient for you.


As well as being inconvenient sending bills post complete account closure is potentially a borderline GDPR breach.  Needs to be reviewed.

 

M

Moderator
Moderator
Posts: 27,186
Thanks: 1,836
Fixes: 158
Registered: ‎14-04-2007

Re: Still receiving bills after leaving plusnet

Moderator's note:

Topic moved to 'Accounts / Billing'

Customer and Forum Moderator. Windows 10 Firefox 63.0 (64-bit)

Jonpe
Champion
Posts: 2,023
Thanks: 552
Fixes: 7
Registered: ‎05-09-2016

Re: Still receiving bills after leaving plusnet


@OliGaffney wrote:

 

These emails are perfectly normal and can continue for a couple of months after the account being closed.

I am sorry to hear that these are inconvenient for you.

 

To stop these emails, we'll be able to remove your email address from the account.

 


In what universe is it "perfectly normal" to keep telling customers that they've been billed for a service they are no longer receiving?  I don't know the age of the OP, but it could cause serious concern for an elderly person on a very limited income for example.  And I can't believe that a CSA would utter the next rather sarcastic line.  The last line of the quote above makes no sense, perhaps there is a word missing or a misspelling somewhere.

Plusnet Help Team
Plusnet Help Team
Posts: 594
Thanks: 156
Fixes: 37
Registered: ‎26-03-2018

Re: Still receiving bills after leaving plusnet

Hi,

 

Apologies for my colleague's response, I have passed feedback on in regards to this. I can confirm that it isn't normal to continue receiving bills after an account has been closed and that I have flagged this to our billing team so that they can look into what has happened here.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team