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Cancellations department made a mistake?

Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Cancellations department made a mistake?

I have left PN today and after a debate via the ticket system I HAD to end up phoning up cancellations as seemingly they knew my home phone was moving but not my broadband. So I rang them up and talked to a chap and I requested my account be downgraded to a FREE dial up account so I could still access these forums.
Guess what? My account has been DELETED completely, Alias deleted, Cant log Into It as It says wrong name&Password, Yet I got an email saying It would close on 20/06/2011.
So where's my downgrade to dial up Plusnet? Either your staff are not trained or they have lied to me or the computer does not handle these missions correctly, What Is to become of any refund now as my account has been erased and also I presume my Credit Card... Poor show guys And I expected more from you.
If life gives you lemons, make lemonade.
11 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: WARNING!! Cancellations department will LIE!!

Hi Steve,
Really sorry about this, I'm chasing it up for you now and will post back shortly.
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: WARNING!! Cancellations department will LIE!!

Hi Matt,
What have you done? I can log Into my account now, If Its a computer error you need to look Into how Its handling these things.
If life gives you lemons, make lemonade.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: WARNING!! Cancellations department will LIE!!

Hi Steve, yeah I've reactivated the account and downgraded it as you asked. Unfortunately it was agent error in this case, education has already been arranged Wink :mand:
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: WARNING!! Cancellations department will LIE!!

Are you sure I wont get any surprise bills? Says my next bill for home phone Is due on 23/06/2011? And a ticket saying I requested your home phone service? I am confused now, Does the system know I don't have home phone and broadband with yourselves now?
If life gives you lemons, make lemonade.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: WARNING!! Cancellations department will LIE!!

If there's any outstanding calls that haven't been charged those will come through on an invoice, but that'll be it. The ticket about the order happened because when the account was cancelled it tried to place a cancellation against the phone, and that failed because the line had already been transferred out. I'll close that one off for you now to save any confusion.
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: WARNING!! Cancellations department will LIE!!

OK Matt that's fine, I am due a refund of £9.99 according to another ticket, I am not due any money for my home phone as I had free calls evening and weekend but If I am due anything I presume It will just come off whatever I am refunded?
Big thank you for rectifying this situation.
If life gives you lemons, make lemonade.
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: Cancellations department made a mistake?

Plusnet any Ideas how long It will take for my refund to come through to my CC?
If life gives you lemons, make lemonade.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Cancellations department made a mistake?

I'm taking a look now Steve.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: Cancellations department made a mistake?

Cheers Chris,
I suspect It wont be till the middle of next week at the earliest?
Edit, I have read your response Chris on the ticket and I have replied, No worries about the Situation either I am In no rush.
If life gives you lemons, make lemonade.
Steve
Seasoned Pro
Posts: 6,802
Thanks: 305
Registered: 13-07-2009

Re: Cancellations department made a mistake?

BUMP Still waiting on a reply to ticket #43538663 , Four days and counting.
If life gives you lemons, make lemonade.
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Cancellations department made a mistake?

FYI I can see a reply at 12:20
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team