Plusnet Hidden Charge- beware !

Legion90

Hi all

Just recently ordered a Plusnet internet and phone package on Saturday. Now I used a debit card for initial payment and set up a direct debit for remaining payments as was suggested on their site. It was advised the direct debit may take up to 5 working days to set up. I was outraged when a hidden £1.50 non direct debit charge was done for the first amount as it was taken from my account today! Their reason was that it costs them £1.50 to take the payment from my debit card as the direct debit has not been set up!

This is a terrible underhand tactic. The company did not even allow the 5 working days or the direct debit to set up. I recommend people watch before signing up to a 12 month contract. This is not a good start from Plusnet to say the least!!

Plusnet_company_representative

Hi Legion90,

I'm really sorry this has affected you. It's actually a problem that we're aware of, currently being investigated by our development team as it shouldn't be charged if there's a direct debit currently being set up.

Are you able to post a ticket ID so that I can find your account and refund this to you at all?

Legion90

45369753 is ticket ID. I was concerned when I phoned and wasn't told it was problem. Thank you for your timely response

Plusnet_company_representative

Thanks very much, I've refunded the charge to your card so it should be back with you in a couple of days.

Sorry you were told it wasn't a problem, I've also made sure our support team are aware that this is an issue (and is being addressed too) so if others call with the same problem it'll get sorted out for them.