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Useless cancellation!!

magenta
Newbie
Posts: 3
Registered: ‎30-05-2011

Useless cancellation!!

Okay, after having been with Plus.net for almost a year.  Been very happy with the service, no problems whatsoever.  I had to move out of my flat last month and the place I moved into already had broadband which I am not allowed to change (down to the landlord)
I called up and spoke to cancellations to close the account, I was fully aware I'd have a cancellation fee to pay, they advised they could close it down right away and I'd be charged £90 which was fine.  However the guy I spoke to (James) said that I could "hold" the account for 6 months with no charge in case I managed to talk my landlord into letting my transfer Plus.net to the new place.
I agreed thinking that I'd like to take Plus.net with me if I could, so he said that the account would "hold" from the 23rd May until the 23rd November, if i didnt take up the offer to transfer Id then just pay the £90.
However today I see an email telling me of my direct debit due in the next few days for line rental, I call up to be told that when an account is "held" they still charge line rental, just hold the broadband service.  Now, why when I specifically said (they can listen to the call recording if need be) I was moving out on the 23rd, therefore not in the property anymore would they offer this? Let alone not mention the fact I'd still pay the line rental?
For all I know someone else is living in the property now.  I am happy to pay the £90 fee and cancel it now if thats what needs to be done, but I am not paying for this extra line rental for June.  Useless.
4 REPLIES
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Useless cancellation!!

Hi magenta,
I've been looking into this for you and the agent never mentioned you'd be billed because a cease request was placed which should have removed the home phone component from your account. This didn't happen as it should and that is why a bill was generated. I have now had this rectified so you won't be billed again, but sadly, there's nothing I can do about the pending payment as it's already been requested. Once the payment clears I will refund it back to you.
Sorry for the inconvenience caused but I can assure you that the phone line is not active and can't be used against your bill.
Jojo Smiley
magenta
Newbie
Posts: 3
Registered: ‎30-05-2011

Re: Useless cancellation!!

Hi Jojo,
Thanks for looking into this for me, so the line rental will be refunded and my account will still be held for 6 months in case I manage to talk my landlord into letting me change the phone and internet? With, of course the £90 fee at the end of 6 months should I be unable to persuade him?

Thanks again
magenta
Newbie
Posts: 3
Registered: ‎30-05-2011

Re: Useless cancellation!!

Hi Jojo,
The money has cleared today.  Can I confirm it will now be refunded?  Can I also confirm the terms of the 6 month hold on my account?
Thanks.
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Useless cancellation!!

HI magenta,
It may take another day to clear off our systems, but I will refund it as soon as it's clear here. Your account will be on hold for 6 months. If you set it up again at a new address we will set up a deferred house move charge which is £65. This is only payable though if you leave within 12 months.
Jojo Smiley