Wrongly charged. Still not sorted
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Wrongly charged. Still not sorted
24-05-2021 12:30 PM
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Re: Wrongly charged. Still not sorted
24-05-2021 1:24 PM
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Hey @clairecable
Thank you for reaching out via our Community Forum, and I'd like to sincerely apologise for the issues surrounding your first bill.
As my response to your query includes contractual information specific to your account, it cannot be shared vin the public domain. I've therefore sent an email to the address registered on the account with the relevant details. Please have a read and feel free to respond on her if you have any further questions.
-Adam - Plusnet Leeds
Re: Wrongly charged. Still not sorted
01-06-2021 9:49 AM
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Re: Wrongly charged. Still not sorted
01-06-2021 9:58 AM
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Superuser escalation
This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.
Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.
Reason for escalation: Chase status
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Wrongly charged. Still not sorted
01-06-2021 10:01 AM
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Re: Wrongly charged. Still not sorted
01-06-2021 10:11 AM
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Whilst as a user I cannot fix your issue, I can (and have) draw attention to it via the super user discussion board.
If you feel that is not helpful, I can withdraw the escalation.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Wrongly charged. Still not sorted
01-06-2021 10:28 AM
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Re: Wrongly charged. Still not sorted
01-06-2021 10:31 AM
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Re: Wrongly charged. Still not sorted
01-06-2021 11:45 AM
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Thanks for getting back to us @clairecable
I'm really sorry to see what's happened. I've added credits onto your account now to remove the incorrect charges, which should go through within 24-48 hours.
We'll follow things up as soon as we know more.
Re: Wrongly charged. Still not sorted
01-06-2021 12:25 PM
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Re: Wrongly charged. Still not sorted
01-06-2021 12:32 PM
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Thanks for getting back to me @clairecable
I'm sorry to see you feel that way and what you say is actually incorrect. The problem occurred due to a combination of agent and system error with activating your account, which shouldn't happen again.
I've updated the ticket 214562393 with additional details. I hope this helps.
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