Line Rental Saver Refund

phillw

Has anyone else who switched due to a price increase had trouble getting a refund of their remaining line rental saver?

oldagetraveller

Is this Plusnet?

phillw

oldagetraveller wrote: »

Is this Plusnet?

Hey, how did you guess? The first call I got them to agree to refund, the second call was to ask why the email said the refund would stop a month short & get them to agree to refund the 12th month. Now I have to wait to see whether they issue a cheque and for how much as they don't have my bank details anymore.

boatman

Just keep pushing.
https://www.plus.net/help/legal/complaints-code-of-practice/

lstar337

I never managed it with BT, they are stubborn !!!!!!s.

oldagetraveller

"how did you guess."
Because you said it is Line Rental Saver, i.e. PN's name for upfront anual l.r. payment.:)
I don't know if you visit their community forum? This subject comes up on there frequently. There has been a recent post, within the last few weeks, that PN will refund the balance of LRS. I think it was even one of their C.S. reps when a customer phoned about it.
It was around the time that they were sending out e-mails re the latest price increase.
But, as boatman advises, persist and you should hopefully win!:D
I was considering leaving them because of the price increase but could find nothing to beat my present "deal." If I had done, then I too would have been demanding a refund of the remaining six months. Even with the increased L.R.S, when it's due, I will still be paying less for my fibre broadband and phone than elsewhere.

alanq

oldagetraveller wrote: »

There has been a recent post, within the last few weeks, that PN will refund the balance of LRS. I think it was even one of their C.S. reps when a customer phoned about it.

https://community.plus.net/t5/My-Account-Billing/Line-Rental-Saver-refund/td-p/1447968

oldagetraveller

That's it alanq.:T I was too lazy to look for it.

alanq

Also see 22-07-2017 4:26 PM
https://community.plus.net/t5/Plusnet-Feedback/Woefully-inadequate-customer-service/m-p/1459932#M77791

Note "If customer doesn’t want to schedule the account close on the day, but advises they wish to cancel due to the price rise the then agent would need to cancel the LRS, refund the pro rata amount and put the customer onto normal monthly line rental in case they don’t decide to leave."

phillw

I eventually got a cheque, which only refunded me up to 15 October (even though I had paid up until 15 November).

Every time I phoned they agreed it was wrong and were going to refund me 17.99, but nothing was ever processed. Today I got a message saying the billing department weren't going to refund it as I'd already been refunded up until the 15 October. So I have to phone back to remind them that I paid until 15th November.

I got put on hold and this time they said that I was due a refund of 7.99. I asked how they calculated it and I was told I'd need to talk to their supervisor, so I said ok & they put me on hold. I left it on hold and after an hour I phoned on the land line, the land line was eventually answered.

Then I explained everything and fingers crossed, after being put on hold while they discussed it with their supervisor they are now going to round it up to 20.00 as a goodwill gesture.

It's not that great a return in terms of the time I've spent, but it became more about the principal anyway. It's just a pity that I couldn't have spoken to this guy at the beginning.

I would love to know if anyone else had a similar experience.