migration Email - Termination Charges £293.70!

[#1]

Hi, I requested a migration to BT yesterday and received the leaving email today.
This included the following:
          Based on your transfer date, we've calculated this to be £293.70. This may change if your transfer date changes.
Could someone from plusnet confirm there are no termination charges on my account?
I spoke to COT before leaving and whilst they couldn't give me a good deal they did confirm I could cancel penalty free.
Note I have had the email informing me of the price rise, so I thought no charge should be raised.

[#2]

Many people had the same email. Just contact Plusnet to get the early termination charge removed (or confirm it won't apply).

[#3]

It won't apply, we remove the charges after we receive notification that you're leaving although I can see they haven't yet been removed from your account. I've just cleared them off anyway.

[#4]

Funny how when the losing provider has a requirement to contact them, these sort of 'errors' in dealing with the contact inexplicably keep happening. If only there was some sort of rule by some sort of regulator to stop this happening...
Nearly £300 of charges not removed, and not even an apology.

[#5]

Thanks Chris!
Sorry to be leaving but the cashback offers elsewhere are too big to turn down at the moment.
COT offered 6 months free broadband (£90) but I'd lose my discount on the TV so over the life of the contract I'd not really save much if anything.

[#6]

Quote from: Chris

It won't apply, we remove the charges after we receive notification that you're leaving

Sorry, it does not make sense, since the email with the early termination charges is generated when people are leaving...

[#7]

I sense that it is an entirely manual process as the back end system has not been coded to handle this situation.  Obviously PN don't think people will leave when they put prices up...
I'm sure it will all be fixed by the new billing and provisioning systems when they are finally ready - Just waiting for a clear night and a blue moon

[#8]

I thought the new system was live, and its incompetent design and production the cause of all the incorrect OR/BTW order-placement and non-detection by staff of order rejection.
Surely the system hasn't been like this for years?

[#9]

Quote from: pwatson

Obviously PN don't think people will leave when they put prices up...

I don't think so, they obviously thought lots of people would leave (and lots do), hence not sending the price increase email to all customers at the same time, in order not to overload the call centre...

[#10]

It only applies if they think they can get away with it!

[#11]

Quote from: pwatson

I'm sure it will all be fixed by the new billing and provisioning systems when they are finally ready - Just waiting for a clear night and a blue moon

I've not seen the weather forecast for Friday yet, but that's the next blue moon...