My experience of Plusnet: good and bad

[#1]

Not good, rest assured I will be giving feedback about this.

[#2]

Could you make sure that I'm not billed again next month Adam.
Reason I say this is because My Account shows this:

Quote

Service Extra Started 16 Sep 2010 End Next Payment 23 Apr 2011 ADSL Provided On 0117******

Which doesn't really look like the free account for referrers.

[#3]

Sure, I'll be taking a look again shortly.

[#4]

Just checked, the account is set to downgrade tomorrow to a free one, I'll check again tomorrow to make sure. I trust any billing issues are in order now?

[#5]

Billing seems ok now.  Fortunately the unexpected payment didn't take me over my overdraft limit however it means my account will be £16.98 down until the refund goes back in.  And I'd planned on paying the £25 on a different card, I did ask that the £16.98 and £8 referral payments be used towards the cessation fee but he put it through on the registered debit card so quickly I didn't get a chance to say otherwise!

[#6]

Quote from: _Adam_Walker_

Just checked, the account is set to downgrade tomorrow to a free one

My account is still showing as Extra, not the free one 

[#7]

HI Bruce47,
I'll get that looked into for you, see what I can find out.
Jojo

[#8]

Quote

My Account and Payment Details Service Extra Started 16 Sep 2010 End Next Payment 23 Apr 2011

[#9]

Hi again,
I've just checked your account and yes I'm afraid the account change didn't happen as planned or scheduled. I've forced it through manually now and I believe any charges made on the 23rd were refunded at the time.
Sorry for any inconvenience.

[#10]

I'm back and I'm still not happy 
Account has downgraded properly, but I today received an invoice for £15.49, i.e. line rental and calling plan which was taken from my card.  Just phoned up and this has now been refunded, but I was told to speak to COT on Tuesday to have the problem looked into.
Needless to say I'm not happy about this and will be instructing my card issuer to issue a chargeback on any future amounts that are taken as these payments are unauthorised.
I trust that someone will look into this and get it sorted.

[#11]

I'm sorry to hear that you've had a further problem there Bruce.

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I trust that someone will look into this and get it sorted.

Not much to look into, it's an honest mistake, human error I'm afraid. The refund has been done.
However I would just like to confirm if you are wanting to keep your line rental with us? I ask as the account is set up to allow you to continue using phone at a monthly rate of £15.49.

[#12]

In my letter dated 17th February 2011, I asked for the phone line and broadband to be ceased on 22nd March 2011.  I also pointed out that I was moving out of that address on the same date.  So the answer is no, I requested that the line rental be cancelled on the 22nd March.

[#13]

OK,
Sorry about that, this is now back with the correct team with some very explicit instructions.