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Cancel Order

roundhamclub
Hooked
Posts: 5
Registered: ‎25-02-2022

Cancel Order

I am new to the company, and didn't realise my predecessor had signed a new contract with XLN last year, so we are stuck with them until early 2023.
 
They should have contacted you to advise you and to cancel the order, they have put a block on the line, but as I have received this email (advising a transfer date), I thought it best to let you know directly.
 
Once the contract ends, I will sign up with you again, should be late January 2023, and hopefully by then you'll have FTTP services, as this is where we aim to head next year.
 
Regards
Steve
9 REPLIES 9
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Cancel Order

Hey @roundhamclub

Thanks a lot for getting in touch, in order to process a cancellation, you'll need to call our Customer Options Team on 0800 013 2632. I've had a look at the order and it's still going through, once the account is closed, the order will be cancelled automatically. Smiley

 Adam
 Plusnet Help Team - Leeds
roundhamclub
Hooked
Posts: 5
Registered: ‎25-02-2022

Re: Cancel Order

Hi,

 

Thank you for your e-mail, i have now phoned and cancelled this.

 

My bill has now been e-mailed, showing a credit of £39.59 on the account, having paid the initial payment on my own debit card, can this be refunded back to my card please?

 

Regards

 

Steve

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,912
Thanks: 414
Fixes: 95
Registered: ‎22-01-2018

Re: Cancel Order

Thanks for getting back to me @roundhamclub, I appreciate it.

 

Once the final bill is generated it will be picked up in the next few days after and automatically refund.

 

Please get back to me if you don't have any communication in the next few days.

 

I am sorry you decided to leave us and for any inconvenience this has caused. 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
roundhamclub
Hooked
Posts: 5
Registered: ‎25-02-2022

Re: Cancel Order

It’s still showing as a credit on the account, no refund has been processed.
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Cancel Order

Hi there, sorry for any confusion, any refunds that are due when an account is closed are processed within 21 days of the account having been cancelled so that should show on the account within the next couple of weeks.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
roundhamclub
Hooked
Posts: 5
Registered: ‎25-02-2022

Re: Cancel Order

Hi, still showing as a credit on account, no refund yet received?
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Cancel Order

Hey @roundhamclub, have you received any emails from us at all asking to provide us with account details that a refund can be sent to? 

 Adam
 Plusnet Help Team - Leeds
roundhamclub
Hooked
Posts: 5
Registered: ‎25-02-2022

Re: Cancel Order

Hi,

We have received no communication.

It was paid on a debit card, so you can just refund it back to that?
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Cancel Order

Thanks a lot for getting back to me @roundhamclub and I'm really sorry about that. I've just sent a memo across to our Billing Operations Team and have asked both how and when your refund will be processed. 

I'll be back in touch as soon as I've had a response. 

 Adam
 Plusnet Help Team - Leeds