Plusnet new billing system throws a wobbler

alanwsg

Plusnet took my DD twice this month, once on the 10th and then again today. I got in touch with them and they said they'd only received one payment so it must be down to the bank.

I know they've just introduced a new billing system so it seems a bit too much of a coincidence to me!

I got my bank to reverse one of the payments, so we'll see what happens next.

If you're a Plusnet customer, it might be worth keeping a close eye on your account.

Inner_Zone

Yes, been charged LRS twice now, once when I paid by it by CC in August and again yesterday. Informed them last week to ask them to correct the DD but they did not, now have to wait ten days for a refund. not happy. Oh and they admitted it's due to the new billing system. Shades of the recent TSB Bank fiasco, who I have just recently left.

Now if this was the first issue with PN it would be annoying but it is not when I was previously a customer I had no internet access for over a week due to equipment failure at the local exchange. Now been bitten twice there won't be a third time.

candygirl

They sent me an email saying they hadn't receive payment, when they had.I rang n they said it was a glitch in their system :mad:

bognorcodger

Me too - Plusnet overcharged me last month on a new contract - just as their new a/cs package was being introduced.
I've been told they sent my credit to Santander on the 28th August, but nothing has arrived in my bank a/c. Called Plusnet today - apparently a 30 minutes queue for a/cs. Went online chat instead, and was told the credit had been issued and it was up to me to provide a 'bank issued' paper statement for the period to prove it had not arrived. Tried to reason with Plusnet, but a brick wall.
Very disappointing that their a/cs people should ruin their company's hard won reputation for good service. Could it be their new a/cs package is integrated with BT? Hope not....

brewerdave

Can't even get the new Bills and Payments pages to display in Firefox -I've had to install Chrome....and that doesn't work every time:mad:
No double charging for me yet...in fact they haven't charge me once yet this month:rotfl:

bognorcodger

..an addition to my post earlier today. I've just spotted the 'Direct Debit Guarantee' wording - says that customer is entitled to a full and immediate refund in the event of an error Direct Debit payment - by either the originator, the bank or the building society. Plusnet will be signed up to this - so I've suggested they do the correction now, or I can ask Santander to refund the error on their behalf. Can't wait for an answer!!

alanwsg

Just got this Email ....

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We've spotted an error which meant that we attempted to take the payment for your recent Plusnet broadband bill twice.

We have reversed the transaction and will refund you for this overpayment tomorrow, we want to apologise for any issues this may cause. There's nothing you need to do, however, if this does cause you significant inconvenience you can contact our support team on 0800 587 2677.

---

Hmmm ... as I already got it reversed by my bank, I wonder what will happen next!

teddysmum

brewerdave wrote: »

Can't even get the new Bills and Payments pages to display in Firefox -I've had to install Chrome....and that doesn't work every time:mad:
No double charging for me yet...in fact they haven't charge me once yet this month:rotfl:

Mine's ok so far,but the bill is due later in the month.


It's my internet that's up the creek. They've been trying to sort it since July and having changed my filter once, I have now had to order a new filter as a last resort before having an engineer out . (Don't trust them not to try charging, having had a relative working with Openreach)


Each tech seems to find a settings error which another has already tried to sort, but they need to pull their sock up as I'm due to haggle later in the month.

Money_Grabber13579

I have had my line rental charged 3 times last month, and call package charged twice. Despite complaining over 3 weeks ago, they still have not returned my money (or done anything for that matter).

[Deleted User]

The Plusnet Support Staff on the Plusnet Community forum are recommending using the Direct Debit Guarantee to reclaim the extra payments.
That's how bad things are internally as the staff obviously cannot cope with the demands to repay funds taken incorrectly..

alanwsg

gsmlnx wrote: »

The Plusnet Support Staff on the Plusnet Community forum are recommending using the Direct Debit Guarantee to reclaim the extra payments.
That's how bad things are internally as the staff obviously cannot cope with the demands to repay funds taken incorrectly..

I did that and now it's all gone wrong...
I got my bank to reverse one of the DD's and two days later Plusnet refunded one themselves.
So now I haven't paid at all.
Still trying to sort out the mess.