Loyalty?

[#1]

Hi There...
Can someone from support have a quick look at ticket 39369866 which seems to have had quite a strange reply to the question I asked (and has now just been sitting there for a week, even though your email reply suggested it had been 'escalated')
Thanks.....Paxy

[#2]

Hi Paxy,
Sorry for any confusion, the reply was appropriate but was not well explained I'm afraid. The customer options team as mentioned by my colleague is the retentions team which is why he provided you with their opening times and contact number.

[#3]

ok thanks for the reply here - I still can't quite comprehend that rather than raising a ticket plusnet are encouraging me to write to them!!  Indeed a step backwards in efficiency.
but...I will try you out and send you a letter then 🙂

[#4]

You can call on the phone number given if you'd rather not send a letter.

[#5]

done 🙂
thanks