Appalling customer service...
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Mobile
- :
- Re: Appalling customer service...
Appalling customer service...
12-07-2020 10:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I cancelled my contract in February, gave more than 30 days notice and cancelled my DD. It was just a £6 SIM card that my daughter needed but the signal was constantly terrible....despite originally being told that coverage in her area was excellent. So, as far as I’m concerned, me and plusnet were done and I’ve moved on to a company who’s signal genuinely is good. Nope!! They are now constantly reporting on my credit file that I’m missing payments and screwing up the excellent credit score I’ve worked hard to build up. I have called CS to sort this out, only to be told that I’d never cancelled my contract. They then told me I failed the security checks so wouldn’t talk to me further as they had a different date of birth for me and different email address. Well, they were correct at the beginning of my contract, otherwise how did I pass the credit check?? Finally got round that and I asked the person to listen to my original call to prove there is a big issue on my account with info not going in correctly or being changed. I was told that would be done and I’d get a call back. Well, 2 months later, I’m still waiting, can’t get through when I call and they are still destroying my credit score!! Over a poxy £6 SIM card!
I have reported the incorrect info to equifax but that’s a waste of time as they don’t even fully investigate. Absolutely disgusted, the lengths this company will go to to get an extra couple of quid.
Re: Appalling customer service...
12-07-2020 12:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Appalling customer service...
12-07-2020 4:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Adam, I have sent a PM. Thank you
Re: Appalling customer service...
12-07-2020 4:48 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Appalling customer service...
12-07-2020 7:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’ve answered
Re: Appalling customer service...
13-07-2020 10:28 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks, I've removed an incorrect outstanding balance from the account so it should just close automatically now. I hope that resolves it and really sorry for any concern caused. I just tried giving you a call by the way just to confirm but didn't get through to you.
Re: Appalling customer service...
13-07-2020 1:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry you couldn't get through, the signal at my work is terrible from where i sit in the office.
Regards, Kim
Re: Appalling customer service...
14-07-2020 6:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello @71,
From my understanding it will show the two missed payments still but the account will show as closed - it may take a month or so for this to show up as credit reports are generally updated once a month.
Thanks.
Re: Appalling customer service...
14-07-2020 6:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for your reply.
Plusnet have the ability to remove/change these 2 missed payments from the equifax report as i have been told today by equifax themselves. Now, as the previous reply states that the "incorrect balance" has now been removed, it seems highly unfair that this should be allowed to impact my score when this wasn't my mistake. It will take 6 years from the time of closure for this to come off my report. And all for a £6 sim card. All of my bills are paid on time, every time and this incorrect balance has lost me almost 100 points so it's pretty bad.
Re: Appalling customer service...
14-07-2020 6:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to me @71.
I've emailed our credit file disputes team to see if it's possible to remove these markers, I'll be back in touch once I have a response.
Thanks.
Re: Appalling customer service...
14-07-2020 6:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you @Mads
The email I received from equifax says:
We may need to contact other companies on your behalf to resolve your case. This is because the information on your credit report belongs to the data provider and we cannot change it without their authorisation.
So it can definitely be changed. It’s just a matter of whether you credit file disputes team will remove it. I see no reason why they shouldn’t
Re: Appalling customer service...
17-08-2020 6:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Further to our previous correspondence, nothing has been put right on my credit file and it is now showing as 3 missed payments! On top of that, apparently it has now gone to a debt recovery agency called Pastdue credit solutions! My last private message from you @Mads was...
Re: Appalling customer service...
17-08-2020 7:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there, I'd like to get some clarification on the process for correcting a credit file and how long that can take to go through so please bear with me and I'll speak with out operations team before getting back to you tomorrow.
Re: Appalling customer service...
18-08-2020 1:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Appalling customer service...
18-08-2020 2:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Mobile
- :
- Re: Appalling customer service...