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No Response from Customer Service

andyisannoyed
Newbie
Posts: 2
Registered: ‎30-12-2008

No Response from Customer Service

Hello,
I raised a support ticket at 9.30 this morning and 10 hours later I'm still awaiting a reply to my query!
I appreciate that it's the holiday season, and people may be off, but a reply to say that the matter will be looked into when the relevant staff are back from holiday is better than no reply and feeling that your query is un-important.
My query is as follows:
On the 9th Dec my monthly subscription was taken from my credit card twice.
I raised a ticket on the 17th, and a credit was raised on my credit card on the 23rd Dec.
However, another payment was taken from my credit card on the 24th Dec.
I can understand how this has happened:-

  • Your system thinks only 1 payment has been made for the december subs, rather than the 2 that have actually been taken.

  • When the credit note was placed on my account, your system now thinks I haven't paid my december subs

  • Therefore it automatically takes the payment again


I've also discovered I've been charged £1 a month for a .co.uk domain because I didn't opt out of having one, even though I was never  asked if I wanted one or not. It was just assumed that I should be charged for one.
Could someone advise how long I'm expected to wait for a reply from customer support.
I understand that I won't get a reply from the accounts dept tonight, but I would like to know before the year is out that they will be refunding the additional payment and ensuring that I'm not re-billed in error again.
Regards

Andy
3 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: No Response from Customer Service

It shouldn't actually require finance/accounts input as there will be people in the CSC tonight that should be able to give you a refund. Give me 5 minutes and I'll go have a look at your account.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: No Response from Customer Service

I've replied to your tickets on this, you should have the refund within 5 days.
Sorry about the hassle.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
andyisannoyed
Newbie
Posts: 2
Registered: ‎30-12-2008

Re: No Response from Customer Service

Thank you for the speedy response.