Plusnet seem to manage customer accounts in a very odd way. When I worked for a well known utility we had an authorisation limit and changed customer accounts, added meter readings, raised bills and refunds ourselves. When you wait 30min for Plusnet to answer the phone the agent only seems to raise a ticket asking someone else to do this. So you spend 30min on the phone, then 5 more mins while they ask a manager before agreeing to something, only to get an email from someone else via a support ticket saying they are going to do the exact opposite. I have been promised a £15 refund cheque only to then be emailed that a £15 balance will be passed to debt collection because they couldn't take the DD paent, even though they had sent me an earlier email ticket advising that they had cancelled the DD themselves as I was leaving.
