Plusnet drew DD for a second mobile number I was unaware existed

Workman

I switched mobile provider in December and today received a bill from my previous provider PlusNet. After inquiries it turns out a second account was opened with my details two months after I opened the PlusNet account in 2016, and I have been charged at least £6 a month by direct debit for it ever since. There was only ever one direct debit set up for Plusnet, but both payments were taken from it! After going through my emails it does appear I have been receiving two almost identical emails every month, only the number is different - I thought the other email was a reminder, why would I check the bills were for two different numbers? There was never any mention of this second number when I log into my Plusnet account on the website, so I have been completely unaware of it for four years.

Plusnet have so far suggested it's my fault, I must have opened two accounts, and offered me an arbitrary £31. Basically, their first response was to blame me and offer a paltry compensation to get rid of me. I have not opened two accounts, why would I?, I have not used it, I was never aware of this second account.

mobilejunkie

There seems to be a group of punters who don't check their statements or bank accounts for years on end(!), then complain about the fault of organisations. That's where the real question mark lies.

Rather late in the day (I always wonder what else is disappearing from accounts because people don't bother to check them) you need to prove you didn't set up another account. The longer you leave it to check your outgoings, the harder that is and the more you can lose.

The best advice for most problems on this site is to check your statements and accounts to avoid problems in the first place. At least you know you're not alone. Your title should be a non-starter, since it appears it's your own fault that you weren't "aware".

sal_III

So whats in the notifications and then payment?

Do you get 2 notices, one for X and the other for £6 and then 1 payment from your bank account for £X+6 - AFAIK this is not OK with the DD guarantee and you might have some recourse going that route.

Or do you get Do you get 2 notices, one for X and the other for £6 and then two payments one for £X and one for £6 - which is OK with the DD guarantee.

Either way I just don't get it how people can miss something like that for 4 years !!!

A_Lert

Do you have any idea who set up that second contract?


If you or someone you paid for has had a tablet with data, or a "mifi" device, or similar, then the number might be for that.

Workman

mobilejunkie wrote: »

The best advice for most problems on this site is to check your statements and accounts to avoid problems in the first place.

You get what you pay for I suppose, free useless smartass consumer advice.

[Deleted User]

Workman wrote: »

You get what you pay for I suppose, free useless smartass consumer advice.

You didn't appear to like the advice on your other threads either, can you see a common denominator here?

Workman

Colin_Maybe wrote: »

You didn't appear to like the advice on your other threads either, can you see a common denominator here?

It must be the user name, I don't get this sort of patronizing response on other consumer forums.

Neil_Jones

Workman wrote: »

I switched mobile provider in December and today received a bill from my previous provider PlusNet. After inquiries it turns out a second account was opened with my details two months after I opened the PlusNet account in 2016, and I have been charged at least £6 a month by direct debit for it ever since. There was only ever one direct debit set up for Plusnet, but both payments were taken from it! After going through my emails it does appear I have been receiving two almost identical emails every month, only the number is different - I thought the other email was a reminder, why would I check the bills were for two different numbers? There was never any mention of this second number when I log into my Plusnet account on the website, so I have been completely unaware of it for four years.

Plusnet have so far suggested it's my fault, I must have opened two accounts, and offered me an arbitrary £31. Basically, their first response was to blame me and offer a paltry compensation to get rid of me. I have not opened two accounts, why would I?, I have not used it, I was never aware of this second account.

Completely unaware of it, sorry I don't buy it.
Do you not look at online banking regularly? Bank statements? You would have noticed this back in 2016 or early 2017, not arbitrarily in 2020.

Take the £31 and keep a closer eye on your bank account. IMO you're lucky to be offered that because realistically and with all due respect you aren't entitled to anything.

Neil49

Have you tried phoning the number in question?

Alternatively can Plusnet give you some information on usage?