Why dont your departments talk to each other? Im leaving Plusnet
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Why dont your departments talk to each other? Im leaving Plusnet
25-01-2018 10:52 PM
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On Monday 22nd January I cancelled my contract with PlusNet, mainly due to moving house and the charges you wanted to move and also due to the fact you couldn't offer me fibre at the new address and the money you wanted for a new contract.
I had to pay a termination fee, due to leaving my contract early, all good , received an email saying my cancellation request has been processed and will finish on the 5th February, when speaking to your representative he said I would not owe anymore money after paying the termination fee, so I've cancelled my direct debit.
But in the meantime I have received an email to say that my Cancellation has been stopped and then tonight you are asking why my direct debit has been stopped I have tried to contact you, but due to working I haven't managed to get hold of you, ive spoken via the webchat and got told sorry we cant access that department files.
Well I have requested that my account is cancelled and I have paid the fee and received the email confirming im leaving, you are all the same company, why hasn't that information been fed to you.
Im in the middle of buying a house and don't need your system saying I owe money and start affecting my credit score.
If you could please reply and sort this mess out it would be appreciated.
Re: Why dont your departments talk to each other? Im leaving Plusnet
26-01-2018 2:57 AM
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Re: Why dont your departments talk to each other? Im leaving Plusnet
26-01-2018 2:16 PM
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Welcome to the community forums @Phil67
Apologies for the inconvenience and confusion caused by the e-mail you've received. It looks like it was sent because a request to takeover your line was cancelled, possibly due to new tenants moving in...
I can confirm your account is due to close as scheduled.
Re: Why dont your departments talk to each other? Im leaving Plusnet
26-01-2018 4:41 PM
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@Phil67 wrote:
Im in the middle of buying a house and don't need your system saying I owe money and start affecting my credit score.
I just wanted to also confirm that there's been no impact to your credit rating.
Re: Why dont your departments talk to each other? Im leaving Plusnet
27-01-2018 12:56 AM
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Many thanks to you both. I did manage to ring in today and they have confirmed that my stop is still going ahead, Im still a little concerned did the termination fee I paid cover everything unto my termination., as I was told I had nothing else to pay, hence why I cancelled the direct debit.
I can under stand any calls made outside my call plan, but the system is showing that I still have line rental and my call plan to pay at the start of next month, is this correct?
Thanks
Phil
Re: Why dont your departments talk to each other? Im leaving Plusnet
30-01-2018 2:28 PM
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Hi Phil. It's possible your member centre page isn't taking into account that your account is scheduled to close automatically one day before your next bill date so you shouldn't see another bill.
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