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Price increase soon after price matching! Poor complaints procedure

tonyham
Newbie
Posts: 1
Registered: ‎11-01-2012

Price increase soon after price matching! Poor complaints procedure

Angry
I contacted Plusnet and gained agreement for my bill to be matched to a competitor's level. I benefitted for one month and one month only before I suffered a £1.00 phone line increase.
I complained via the web and received a "standard" response saying they had informed me of the increase -they had- and that the complaint had been escallated.  I responded to this explaining the circumstance - silence!!!!!!!
3 REPLIES
andre88uk
Dabbler
Posts: 17
Registered: ‎11-01-2012

Re: Price increase soon after price matching! Poor complaints procedure

Hi Tony,
Welcome to the forums. When i call PN now i always just ask for retentions. i dont speak to any other department (except tech) The CS guys and gals are ok but very "hand-tied" with what they can actually do.
HTH
Andre
Community Veteran
Posts: 6,773
Thanks: 257
Fixes: 21
Registered: ‎16-02-2009

Re: Price increase soon after price matching! Poor complaints procedure

I was in much the same predicament, I had to actually raise a complaint to get them to take it seriously.
Go to your account page and tickets then raise a complaint as against a sales one.
This "Your price is fixed for nn months" then a few days/weeks later ££ increases are not good CS. If the energy companies tried it they would end up in court I think  Crazy
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Price increase soon after price matching! Poor complaints procedure

Hi Tony,
You haven't actually raised a complaint.  I appreciate that the ticket that you have raised is complaining but it's not what we would refer to as a complaint Smiley
As HB has said, you can raise a complaints online (it's explained in this link):
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Don't worry about that now though, I'll start a ticket on your account which you should receive shortly.