Support ticket not being processed

[#1]

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 

[#2]

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

[#3]

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

[#4]

Thanks for getting back to us @GraemeT

We'll pass your feedback onto the relevant people

[#5]

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

[#6 · Accepted solution]

Hi @GraemeT,

I have answered your query through a ticket on the account. Please click here to view my response.

[#7]

Hi @Beyhive, 

Unfortunately I made a miscalculation with the expected refund 😬 

I have added a detailed comment to the ticket you created here 

Would you be kind enough to take a look?

Thanks,

Graeme

[#8]

No worries Graeme, I can see a colleague has already responded and the correct refund is on the way.