Very disappointed with Plusnet!
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- Very disappointed with Plusnet!
Very disappointed with Plusnet!
10-01-2015 11:49 AM
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Two days ago we got an email asking him to reinstate his DD as the DD had been cancelled. I logged into his account and advised that he had passed away and attached the death certificate as proof. Today we get another email asking for him to pay the balance of £9.00 although he is decased and Plusnet have proof of this. Once again I logged into his account, but now I cannot see the reply to my support post two days ago because the account is now in arrears and i cannot even raise a support note to explain the change of circumstances.
We find this very stressful and annoying as we made contact and supplied proof of his demise. What more can we do to ensure that the account is clsoed down and we do not receive any mroe demands? Do we have to approach the Ombudsman as we cannot even start a complaint procedure on behalf of my father as the account is now restricted!
The account username is ttY210947. please sort this out and stop sending demand emails etc.
Re: Very disappointed with Plusnet!
10-01-2015 11:54 AM
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I'm sorry for the problems closing this account, especially at such at difficult time. I've updated a ticket on the account in question and told our billing team to remove any outstanding invoices and close the account down asap.
Re: Very disappointed with Plusnet!
10-01-2015 12:03 PM
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Re: Very disappointed with Plusnet!
10-01-2015 12:17 PM
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Re: Very disappointed with Plusnet!
10-01-2015 2:10 PM
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We couldn't take a payment for your Plusnet account
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Unfortunately, we've not received the regular payment for your service. This was due on 10-01-2015.
- Bank account name:
- Direct Debit reference:
- Amount owed: £9.00
To avoid restrictions to your service please make a payment in the next 14 days.
Re: Very disappointed with Plusnet!
10-01-2015 2:12 PM
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Re: Very disappointed with Plusnet!
12-01-2015 11:10 AM
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(see my post)!
Re: Very disappointed with Plusnet!
12-01-2015 11:18 AM
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Re: Very disappointed with Plusnet!
12-01-2015 11:22 AM
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Re: Very disappointed with Plusnet!
12-01-2015 11:32 AM
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Quote from: Surfer Hopefully it will all be sorted out today and I wil receive and acknowledge me that the account has been totlaly closed. Debt collectors would hvae a hard time finding my father's ashes to ask for money!
Everything has now been written off, and the account has now been closed. I'm sorry for the inconvenience caused with this one.
Re: Very disappointed with Plusnet!
12-01-2015 11:49 AM
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Re: Very disappointed with Plusnet!
12-01-2015 11:55 AM
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Does this case point to a need to review "bereavement" account closures? As seen elsewhere, the billing system can rattle on with things which might have been set in motion at the time the cancelation us processed. Is there a need for such matters to be double-checked when processing the closure? It is bad enough that sometimes closed accounts still rattle, but this is something a bereaved family really should not need to have to deal with.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very disappointed with Plusnet!
12-01-2015 12:07 PM
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The reason we had problems here is that things weren't really picked up quickly enough. Being a little bit brutal, but I attribute it to resourcing rather than processes.
Re: Very disappointed with Plusnet!
12-01-2015 12:15 PM
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Brutal and honest - it don't get much better than that.
Your comment suggests (at least) a two part process here. Is there merit in suggesting bereavement closures should show a priority for processing status, possibly managed by nominated individuals?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Very disappointed with Plusnet!
12-01-2015 12:26 PM
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