Vent at PlusNet

Fire_Fox

:mad: I am sooooo frustrated.

Over a month ago I decided to change the bank that my PlusNet DD came out of. Logged onto the PN website, then went to my bank's website and cancelled the old DD. My first and only mistake: payment for the landline was due out a week or so later and it was too late to change it. Therefore the DD failed.

Received an e-mail saying please ring and make a payment and did so immediately. The woman told me that I did not need to make a manual payment, in fact COULD NOT make a payment, instead the DD would be re-presented. We ended up agreeing I would ring again in a few days when the DD had been returned to them.

Few days later I duly rang again. Once again I was told I COULD NOT make a payment, probably much the same reason. By this point I am getting worried so I logged onto the PlusNet site. Up pops a box saying I have an outstanding bill and need to pay to prevent my account from being suspended. Clicked to pay and received a confirmation e-mail.

Few more days later I check my online banking and I have paid for broadband three times during March, but appear not to have paid for the landline at all!! :eek: It seems the ONE CLICK online payment took money for the broadband and not the landline which was the overdue account.

So I ring PlusNet for the THIRD time. This time the chap says he can take payment and in fact the previous team members could have as well. He offers to transfer the overpayment from my broadband account to my landline account and take card payment for the remainder. :T

Few more days go by and I receive an e-mail from PlusNet saying they have processed a refund of the overpayment! :huh: So I reply saying I didn't ask for a refund and have tried three times to settle the overdue account. Reply arrived just now saying it is not possible to transfer an overpayment from one account to another AND they require me to make a payment on the overdue account. Aaarrggghhhhh!!!!!

And breathe. Thank you for reading, and yes I know I was a dummy for cancelled the DD in the first place.

Owain_Moneysaver

If you read the customer support forums on plusnet's own site you will see that their billing system is 'not perfect'