Wrong account details online
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Wrong account details online
28-12-2016 12:23 PM - edited 28-12-2016 12:26 PM
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When I contacted Plusnet online chat they said it must be due to a previous house move that didn't update their system. I tried to explain that I have never lived in Norfolk, nor do I use the phone. Instead they said they would update the details and refund me. I haven't seen this refund yet, only a refund for my lost service during the house move.
My fibre was connected at my new home on the 21st December. My connection profile was set up wrong (I've written another thread for tbis), but when logging on to my online account this morning I can see that my phone number is showing as a London 0208 number. Again this is incorrect. I should have the same 01462 number I had previously or a new number at the same area code. Should I be worried about this messing up of customer details on my account?
Thanks.
Steve
Re: Wrong account details online
28-12-2016 2:12 PM
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I'm just investigating this for you Steve. I'll update the thread shortly.
Re: Wrong account details online
29-12-2016 11:53 AM
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Appreciate your patience on this.
When a house move is complete, there's three manual actions that need completing by someone from our provisioning team. They need to update your address, update your phone number, and then email you saying that the order has completed (aka, close the ticket).
From investigation, it seems that the incorrect number was added to your account by the agent dealing with the case. I think he was dealing with two tickets at the same time, as he was on the other account with the correct number.
As this is a customer data issue, we take this very seriously so I have fed back and the agent will be given a run through compliance training.
I've updated the number on your account but this does mean that you may be billed for those calls on the next date. I'll refund those calls as accordingly and will offer you a goodwill gesture closer the time.
As a side note, I believe @Anoush has now sorted your issue with the uploads.
Apologies again for the hassle caused.
Matty
Re: Wrong account details online
29-12-2016 12:25 PM
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Re: Wrong account details online
09-01-2017 8:40 AM
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Hi @MattyC. I responded to your ticket last week asking for a refund in my Line Rental Saver in addition to my broadband charge but I haven't heard anything back from you. I also received another email this morning saying my next bill is available. I have been charged 32p for calling the number 02087599036 which when checking Googling this number is the BT Openreach Line Test Facility line (which I believe is also the 17070 number the BT engineers call when doing their line tests). As Plusnet incorrectly sent out an engineer to test my line when the issues were in fact an administrative back office error, please could you cancel this bill and bill me for the correct amount (i.e. the compensation mentioned in the support ticket).
Thanks.
Re: Wrong account details online
09-01-2017 12:46 PM
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Are you saying the BTO engineer used a chargeable geographic number instead of the free 17070 one?
Re: Wrong account details online
09-01-2017 1:18 PM
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It certainly looks like it. I do not have a phone connected to the phone socket so it would be impossible for me to make that call.
Re: Wrong account details online
09-01-2017 1:26 PM
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Perhaps he couldn't remember the number (17070)
Seriously though, if they use a chargeable number instead BT/PN etc. will over a year make quite a nice little sum since not all customers check their bills or, if they do, don't bother to complain about such a small overcharge. Well spotted.
I remember back in the BT monopoly days an engineer installed a telephone for me and tested it. He then called someone at BT asking for an amount to be credited my account for the test calls he'd made.
Re: Wrong account details online
09-01-2017 2:58 PM - edited 09-01-2017 2:58 PM
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With the amount of incorrect charges made to my account recently, I'm looking at every bill in detail and flagging up any issues, no matter how small. As I do not use the phone (no phone connected) it can only be the BT engineer that has made the call from his 'box of tricks testing tool'.
Re: Wrong account details online
09-01-2017 3:14 PM
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@nimdy - I'll pick your ticket up this afternoon.
Matty
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