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Waiting for refund. Impossible to get through on phone and no live chat today....

Jessie12
Newbie
Posts: 2
Registered: ‎21-09-2018

Waiting for refund. Impossible to get through on phone and no live chat today....

I had to cancel my registration with Plusnet after 1 day of registering as my current supplier still had 6 months to run. I was assured that the refund would be in my account in 5 days - now 2 weeks later and no refund. Plusnet phone line has a 30 minute wait and live chat is not working. This appears to be the only way of contacting someone. Is this usual? 

Tags (2)
3 REPLIES 3
Townman
Superuser
Superuser
Posts: 16,972
Thanks: 7,063
Fixes: 67
Registered: ‎22-08-2007

Re: Waiting for refund. Impossible to get through on phone and no live chat today....

Hi Jessie,

A warm welcome to the forums.  Is this usual?

Well there can be delays at times, but right now things are unusually bad, arising from issues coming out of the first billing cycle with the new billing system.  There is a higher than normal volume of exception cases being processed, particularly relating to new sign-ups just prior to the switch over around the 28th August … which sounds as though that is about when you signed up and had to cancel.

Having posted here, one of the staffers should pick up the issue fairly quickly.

Jessie12
Newbie
Posts: 2
Registered: ‎21-09-2018

Re: Waiting for refund. Impossible to get through on phone and no live chat today....

Thank you Townman - I look forward to receiving my refund shortly.

Regards, Jessie

Mads
Plusnet Help Team
Plusnet Help Team
Posts: 1,871
Thanks: 204
Fixes: 79
Registered: ‎06-08-2018

Re: Waiting for refund. Impossible to get through on phone and no live chat today....

Hi @Jessie12,

Thanks for getting in touch via the forums. As my response includes some account specific info, I have created a ticket you can view here.

 

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