Plusnet poor customer service

missile

I was a client for several years before I was forced to cancel my contract when they could not resolve an issue.

They created a "final bill" which was paid by direct debit. I then cancelled my DD. A month later, they created another bill. Then sent me daily threatening messages for late payment. They had charged me an early disconnection fee in error. I contacted Plusnet by telephone 01.10.20. They agreed this was an error and told me I would receive a refund. I am still waiting for the refund.

anniecave

Have you contacted them to ask what the status is of the account adjustment and the refund?

missile

Yes and they have responded today. Sounds promising? However, you will note "any refund". This is the same response as I received on 01.10.20. We shall wait and see.

• I have contacted the Billing team to query the final invoice again, as this included an early termination charge, 

• which was agreed not to be applied. I have requested that the final invoice is checked and re-calculated, so that 

• any credit balance balance due back to you, can be processed as soon as possible. As the previous payment method 

• by direct debit has been cancelled by yourself/your bank on 02/07/20, any refund would be by postal cheque to 

• the account address.

missile

You could not make this up?
Today I have received a letter from Plusnet to inform me:
"We've passed your debt of £114.49 to a collection agency"
They have added a default to my credit report.  

missile

I telephoned and after "only" 20 minutes they answered. Told me my case had been referred to Susan Dale (god only knows who she is?) and he could do nothing more than pass on my comments. I asked if they had a complaints procedure. Yes, I will e mail that to you.

Guess what, no e mail received.

matelodave

I find that it's usually better to stop phoning them and send them an e-mail with another copy by recorded delivery letter rather than being passed around  various departments.Mark it in big letters complaint.  You have proof that it's been received and put your stake in the ground rather than being passed around various departments. Do it properly and follow their complaints process, you can then go to the ombudsman - https://www.broadbandgenie.co.uk/broadband/help/how-to-complain-about-broadband

missile

I have been unable to find an e mail address for Plusnet.

missile

"Can you contact plusnet by email?"

Of course, but only>
"If you are a member of the media and have a question for Plusnet's press office please email us at: pressroom@plus.net Plusnet Mobile sales Call 500 from your Plusnet Mobile or 0800 328 4677 from any phone."

missile

Seems I will have to use snail mail https://www.plus.net/help/legal/complaints-code-of-practice/

macman

I'd also post on the Plusnet forum, they used to be quite responsive on there, though it's a couple of years since I used them.

brewerdave

macman said:

I'd also post on the Plusnet forum, they used to be quite responsive on there, though it's a couple of years since I used them.

Unfortunately the PN Forum is like many others now - very little staff interaction.