No refund from plusnet for 5 months?!

Stu6781

Still haven’t received a refund (over £200) from plusnet and it’s now been over 5 months. I’ve called them up about once a month basically to just make sure I haven’t somehow dropped off their radar for receiving a refund. Every time I just get the response “we’re working on it and I’m sorry for the delay”

Are they just taking a p**s out of me? And in truth I’m never going to receive a refund?

Inner_Zone

Was this for a second payment taken for LRS? Mine took a while to be refunded I must admit. And they have not taken the DD for BB now for a second month.


Shades of TSB last year. Farce.

[Deleted User]

@Stu6781

Have you started an official complaint with Plusnet? If not then do so today.That might get them moving and gives them 8 weeks before you can go to the ombudsman.

But only do so in writing, never phone them or accept phone cal;ls back as you have no evidence of their actions or lack of them.

And why not claim the money back from your bank or credit card provider? Then start an official Plusnet complaint and tell them that you have claimed it back due to their inaction.

And finally, to help out others in the future, contact OFCOM today and tell them of this disgusting service from Plusnet. OFCOM do take billing seriously but will not help individuals. But they will log the information and if enough people complain, they will investigate Plusnet.

Tell Ofcom
If you have had billing problems, please let us know by filling out our short monitoring form. https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Although Ofcom does not investigate individual complaints, your help in highlighting problems plays a vital part in our work and we may investigate a company if monitoring data reveals a particular problem.

https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/billing

J_B

gsmlnx wrote: »

@Stu6781

Have you started an official complaint with Plusnet? If not then do so today.That might get them moving and gives them 8 weeks before you can go to the ombudsman.

But only do so in writing, never phone them or accept phone calls back as you have no evidence of their actions or lack of them.

I had a complaint to John Lewis Broadband (part of plusnet)


I wrote to them and had a letter back from 'bex'
I then guessed at her email address and a cheque was soon issued.

Stu6781

I started a complaint on the 22nd of November, and that hasn’t changed a thing, plusnet call centre staff have just been updating it as and when I’ve been calling to complain.

How would I be able to claim money back from my credit card provider? I’m fairly certain I used my Halifax credit card, but I’ve already cleared the balance.

[Deleted User]

Well go online with the Halifax, check your credit card statement to find the date and amount of the payment to Plusnet.
Then use the Halifax online secure messaging facility and tell the bank you want this money refunded. Outline why, explaining that Plusnet haven't returned money due. Tell the bank the dates you asked Plusnet for the money (November) and that they are not returning money that they have no rights to.

If you don't want to get the bank involved or they refuse to help then :-

If your complaint was started on 22 November then just go straight to the Ombudsman now as Plusnet have had their 8 weeks to solve the issues. This action will be free of charge to you but cost Plusnet about £500.

macman

Calling them will achieve nothing. Write to them with an LBA giving them 14 days to refund or you will pursue the claim through the county court.