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plusnet punishing me for their mistake

kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

plusnet punishing me for their mistake

iv payed my bill every month without fail. im on unlimited calls and internet. today i payed my bill , i tried to make a call and found the line to be restricted. after a call iv found i owe plusnet near 300 quid for calls that have been made months ago. now they have never ever billed me for these and on my account it says fully payed on  bill dates. they have made some sort of mistake now want me to pay 300 quid before xmas. can someone from plusnet clear this up please? i done have 3 quid let alone 300. i got 4 kids and a disabled partner to look after and plusnet are trying to take our xmas from us.
I truly thought i had a good thing with plusnet. the call centers and the service is the best iv had ans could see me with you for many years . please don't say your just like the rest.
13 REPLIES
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: plusnet punishing me for their mistake

Hi kevyandrean,
We're looking at this.
Kelly Dorset
Broadband Service Manager
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

thanks kelly.
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

i love plusnet. such an understanding company. the best thing iv done is move to you. thanks very very much
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: plusnet punishing me for their mistake

Cheers for your time on the phone and I'm really sorry for any concern this might have caused, especially at this time of year!
It's our fault that the system we have in place to make sure your calls that come under the terms of the anytime offer were added to a bill. We can see the mistake that happened and feedback is going to be passed on. We definitely won't be billing you for these calls.
As agreed I'm going to make sure we pick this up again with you at the point the next bill is due to be taken and I'll also be placing an order now to remove the call restrictions placed on the line.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

it seems my line is restricted again  Embarrassed
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: plusnet punishing me for their mistake

Hi,
Looking at it.
Kelly Dorset
Broadband Service Manager
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

thanks. also on the phone to you but the lass doesnt seem to understand.
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: plusnet punishing me for their mistake

It looks like someone has sorted it?  It's a knock on from the initial problem Sad
Kelly Dorset
Broadband Service Manager
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

hello again Smiley my bill is still showing these mistakes. £326 this month Sad
adie:quote
Community Gaffer
Community Gaffer
Posts: 17,678
Thanks: 664
Fixes: 166
Registered: ‎05-04-2007

Re: plusnet punishing me for their mistake

Adam's going to pick this up today.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: plusnet punishing me for their mistake

Hi kevyandrean,
I've picked this up with our billing team today to get that sorted. I'm chasing that with them again now for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: plusnet punishing me for their mistake

The balance has been corrected, OK if I call you tomorrow morning?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kevyandrean
Grafter
Posts: 55
Registered: ‎16-05-2013

Re: plusnet punishing me for their mistake

yes thats ok. still some of the charges are going back to October. Will talk tomorrow. thank you very much for all your help Smiley