Tried opening new Plusnet account, took first payment to rejected order!

dekaspace · 4 September 2014 at 8:02PM

I think what has happened is previous tenant had arrears as I moved in and saw some plusnet bills piled up, and when I tried to sign up it told me it already had plusnet services active.

It only let me order when I manually selected what I wanted then filled in details and it said payment sucessful and asked for direct debit details which I provided.

It then said problem with order and plusnet said I was linked to the address and I cannot get a refund of the £30 I paid up front! Its a different name than previous tenant so isnt this fraud?

agrinnall · 4 September 2014 at 9:55PM

Have you actually spoken to Plusnet? If not then at the moment they don't know that you're a different customer. I found it tricky at times to get through but if you persevere you'll get someone and I found them generally quite helpful.

Ectophile · 4 September 2014 at 9:55PM

If it was a direct debit payment, then there's nothing to stop you going to your bank and asking for a refund under the Direct Debit Guarantee.

dekaspace · 4 September 2014 at 10:15PM

It was a maestro payment, yes I did speak to someone who just said that the address still had active plusnet services which is incorrect as I tried the phone line and its dead(if it was with them still it would redirect to customer service or let me ring out) and to check internet I plugged in old router I own which shows zero sync