I managed to alter terms of contract.The person I spoke to did not email me with confirmation as explicitly requested.I phoned today,and was kept waiting 20 minutes.The call-handler failed to apologise for delay,and when challenged politely he claimed he had no insight into waiting times.I explained that the email had not arrived and he contradicted me stating it was sent out.
I spoke to a manager about the missing emaIl,and raised issue of waiting times.It transpired that call-handlers do know how long people wait,and in fact the person had lied to me.I also mentioned that the email was misleading as it began"A question has been raised..."The email did refer to the new contract in the small print.I suggested that Plusnet train staff to be honest,and modify their communications.All in all I spent 58 minutes sorting out a matter and was initially offered a goodwill gesture of a free moth of broadband(Value £4.99) which was later doubled.I explained I had offered much constructive feedback and that £5 for an hours work was unfair remuneration.
I do intend to lodge a formal complaint about the lies I was told as well as complaining about misleading advice about contract termination.I was told wrongly that adding on a new feature like mobiles or international calls was a contractual change-when in fact it is an amendment and does not extend the contract.Basically the staff are not trained adequately.,and customers are being treated dismissively by the organisation.
