Support ticket not being processed
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- Re: Support ticket not being processed
11-12-2019 8:47 PM
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Hi,
I moved to Zen on the 21st August and all went fairly smoothly except that the ticket to end the broadband has never been processed and money is still being taken for a service that is not being provided.
I tried to use the chat feature to contact support 4 weeks ago to get this resolved, but nothing appears to have been resolved as I was charged again this month!
Could you please take a look at the ticket (https://www.plus.net/wizard/?p=view_question&id=193348434) and process a refund?
Thanks,
Graeme
Fixed! Go to the fix.
Re: Support ticket not being processed
12-12-2019 12:03 PM
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Hi @GraemeT
Please accept my sincerest apologies that this has been your experience.
This isn't the level of service we aim to provide nor pride ourselves on.
I can see you have since been in touch and this has been escalated for you here
Please feel free to come back to us if action isn't taken on your account in the next 21 days.
Again, please accept our sincerest apologies for any inconvenience caused.
Kind regards
Re: Support ticket not being processed
12-12-2019 9:40 PM
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Thanks OllieC,
I can see that my account is now in the closing down status, so things are now happening!
PlusNet support have normally been great for the few times I have needed to use them, I am marking this down as a blip 🙂
As a final piece of feedback, I would suggest using a different chat technology as that has become the primary communication channel and suffers from being really sensitive to disconnections, which then means you cannot continue a conversation with the original support engineer. As a software engineer, I can appreciate the technical challenges, but the user experience with the current system is not good.
Thanks,
Graeme
Re: Support ticket not being processed
13-12-2019 1:09 PM
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Thanks for getting back to us @GraemeT
We'll pass your feedback onto the relevant people
Re: Support ticket not being processed
07-01-2020 9:44 AM
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Hi,
There is one more issue with the account closure as the refund was only for when the account was closed rather than when the service was terminated.
I was expecting a refund of £39.95, but only received £4.90 in the final bill for January, thus leaving an outstanding £35.05
Plusnet Charges after termination of service
Oct £18.96
Nov £20.99
Jan -£4.90
Total outstanding refund £35.05
Could you please pass this onto the correct team to be processed?
Thanks,
Graeme
07-01-2020 7:25 PM
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Re: Support ticket not being processed
15-01-2020 9:25 PM - edited 15-01-2020 9:26 PM
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Re: Support ticket not being processed
17-01-2020 11:49 AM
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