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Dear PlusNet - what the heck do you think you are playing at????

bin
Aspiring Pro
Posts: 168
Thanks: 56
Registered: ‎05-12-2014

Dear PlusNet - what the heck do you think you are playing at????

You know, you so nearly got it right.

I signed up with a new provider, change over happened OK - As advised I have left the DD open on my bank to make sure it all works smoothly.  You sent me an email to confirm the amount of the final payment - which has been taken. Great I thought - all done and dusted - move on.

Then - guess what - enter the clowns!!!

Yesterday - Wednesday - I get an email saying:-

Dear Mr Robin Collins,

Account username: xxxxxxxxx

Your Direct Debit mandate for your broadband service has been stopped. This
is usually at the request of you, or your bank.

You can change back to Direct Debit at any time -
http://portal.plus.net/my.html?action=direct_debit


Got a question?
---------------
Instead of replying to this email, contact us using the Help Assistant -
http://portal.plus.net/wizard/

Kind regards,

Plusnet Customer Support
http://portal.plus.net

Email ref: E0296
--
Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013

Since I haven't done anything I can only assume that having taken the final payment you have removed the DD info from my account.  OK thinks I just the shutdown process working.

Then, today Thursday I get this!!

Dear Robin Collins, 

Account username: xxxxxxxx

Thank you for clearing the outstanding balance on your 
Unlimited (Contracted without Phone) account. Your account has now been reactivated. 

All of your account's features will be reactivated now. It 
normally takes up to 30 minutes until all of these are available 
for you to use but if your account had been cancelled this may
take slightly longer.


{}



============================================================ 

Payment amount: £13.49 

Date taken:     21st November 2017 

============================================================ 


{} 

Kind regards, 

Plusnet Customer Support 
http://portal.plus.net

Email ref: E0021
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013

So, having taken the final payment you tell me I'm in trouble for cancelling my DD - then, once that payment hits your system you re-instated my account and have the nerve to tell me you're going to take another payment!!!

Ticket reference is #161464276

Now, if I cancel my DD on the bank side and you carry on with your plan to collect the above to which you are not entitled, then no doubt you flag me up as a credit risk and send the heavy mob round. So, I have no choice other than to leave the DD in place as I have read the appalling problems you create for people trying to navigate the 7 reaches of hell that you seem to create for anyone leaving.

However, please be aware that taking money to which you are not entitled is not allowed - and indeed is regarded by some as being not legal.

I do not intend to waste hours of my life in a queue waiting to talk to your customer advisers - as far as I am concerned my account should now be closed so whatever glitch in your accounting system is responsible for this stupid situation it is your fault - so please sort it!

 

2 REPLIES
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: ‎11-08-2007

Re: Dear PlusNet - what the heck do you think you are playing at????

Oh joy, something else I'll have to look forward to in the coming weeks !  Crazy

 

I thought I was having enough trouble getting my landline+calls away from BT, with their daily underhand stunts to frighten me into a new contract and trick me into staying.

So two fingers to BT - I'm going - and not coming back!.

 

I won't be impressed if Plusnet pull these shenanigans when I'm eventually left with no option other than to change ISPs because Plusnet removed the last remaining reason for staying (download traffic prioritization).

 

@bin  please update this topic with how this turns out, so others can learn from your unfortunate experience.

 

Cry

Plusnet Help Team
Plusnet Help Team
Posts: 9,199
Thanks: 2,903
Fixes: 461
Registered: ‎21-04-2017

Re: Dear PlusNet - what the heck do you think you are playing at????

@bin  please update this topic with how this turns out, so others can learn from your unfortunate experience. 

I believe I picked this up from over Facebook earlier today.

The messages were automated and I manually closed the account.

I am sorry for the confusion and frustration this has caused you. 

All the best with your new provider.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team