On the 24th of last month I phoned to arrange the TV package, I entered into a new 2 year contract.
Later I noticed that my LRS had been cancelled, I had no access to my phone bill, and I was going to be charged for phone rental. I contacted you via chat and the CSA admitted it was an error and he would sort it out. A week later I still had no access to my phone bill and the rental was still due this month.
I then contacted another CSA via chat and she "fixed" it for me. Ticket #128872240
HOWEVER I THEN GOT A BILL FOR LINE RENTAL EVEN THOUGH I STILL HAVE A VALID LRS TILL OCTOBER!
I then phoned and complained (since chat wasn't getting me anywhere it seemed). The CSA thought the bill was right until I pointed out that I HAD AN EXISTING LRS. So I am now getting charged (and hopefully fully refunded quickly).
Now I warned when I first chatted to the agent that I would BE VERY ANGRY IF I WAS CHARGED WHEN I HAVE ALREADY PAID, that I would raise a complaint about it.
The CSA I spoke to this afternoon said he could raise the complaint, but I see it has been raised as feedback I want this raised as a complaint. Ticket #128879762.
The fact this has taken 2 weeks to get sorted, during which I have not had access to my phone control panel or billing, is just not acceptable. The fact it happened AT ALL is also unacceptable, when all I wanted was the TV package added and was WILLING to accept a 2 year contract for it.
This is NOT the service I expect from Plusnet, I have been a member for over SEVEN years but if this continues then when I get my notice that the line rental is increasing I may just move to elsewhere.
