Left Plusnet for John Lewis, still being billed by Plusnet!

MiserlyMartin

My elderly mother, switched from Plusnet (out of contract) to John Lewis Broadband in one of their new customer deals. You would think that with John Lewis BB being run by plusnet it would be a very simple affair but I don't think I have ever witnessed such an amount of !!!! ups from a more incompetent company. Plusnet are still billing her for line rental, phone calls and broadband even while she had switched over to John Lewis. Its a long catalog of errors over the past two months. Both customer services seem unable to know that the other one is doing. We only ever managed to speak to one customer advisor that was helpful and actually seemed to know what she was doing. We were promised refunds and corrections of the mistakes and all seemed good finally but this seems to not been passed onto billing and the rest of the setup at JL and Plusnet. Since then my Mother had her Broadband cut off by JL and it took a phone call to get it reconnected. Plusnet are now threatening court action to recover money which she does not owe. Plusnet actually owe her a refund for the charges they made after she had switched to JL! Emails threatening court action are a source of great worry and stress to my Mother as she always pays her bills on time.

Can anyone advise the best way of dealing with this? I don't really want to go down the Ofcom route but I am at the end of my tether as well! If anyone is here from Plusnet or JL who can assist, please do.

It takes an hour of holding to speak to anyone at both call centres - unacceptable! Plusnet used to be such a good company in the past and was Which best buy. I should think it will be flying down the customer satisfaction tables now.

Alter_ego

I found it easier to speak to someone if I pretended I was a new customer.

kwikbreaks

I suspect that this is going to be a common outcome of the new(ish) transfer procedure. The old way of requesting a MAC both gave notice of your intent to quit and a chance to speak with retentions and maybe get a better deal. Even then it always paid to call and confirm you were leaving - I expect this wasn't done as sfaik it's no longer supposed to be needed.

Try writing instead or emailing both company CEOs (google for emails). I've found in the past that CEO office troubleshooters often work well.

MiserlyMartin

Alter_ego wrote: »

I found it easier to speak to someone if I pretended I was a new customer.

Yes we tried that trick but still had to wait an hour with the music!

teddysmum

MiserlyMartin wrote: »

Yes we tried that trick but still had to wait an hour with the music!

Dreadful, isn't it and only two 'tunes' available ?


New customer online, worked with PlusNet for me, but when put through to the 'appropriate' department, I was cut off at reaching 14th position (starting at 22).

Plusnet_company_representative

Hi Martin,

This makes for poor reading, sorry to hear about the poor experience with your mother's migration.

Ideally I'd like to investigate the issue. If there's any way you'd be able to send me a PM on our Community Site, hopefully we can get it sorted out for your mother.

All the best,

Matty