Plusnet poor customer service

missile

Thanks for the tip. Like many others I have posted my complaint on PN forum.
I did get a response, but still no refund. I expect the debt collector will be in touch soon.

missile

Latest BS from Plusnet >>>

My name is Suzana and I am contacting you today in behalf of my colleague Sue as she is out of the office. 

I am sorry to hear of the issues you have faced with the account and the bills. I can see that Sue has stated that she has contacted the Billing team to query the final invoice again, however, I do not have access to her personal emails to check the update on this.

I can confirm that Sue will be back in the office on the 28/10/2020 and will be in touch with an update on the issues with the bills accordingly. 

missile

Latest communication from Plusnet >
Good morning,

  I am sorry to see that you have had a letter from us regarding an outstanding balance passed to a debt collection agency, and I apologise for the concern and frustration that this has caused you. My colleagues had been monitoring your account while I was out of the office, and have advised that you had made contact about this.

I have contacted the Debt management team today on my return, to request that the balance is recalled as soon as possible, so that the original final invoice can be re-calculated without the cancellation charge. This process can take up to 10 working days so both myself and the Debt team will be checking this until confirmation is received from the external agency. The refund due back to you can then be processed as a postal cheque.

Once this has been actioned, I will contact you to let you know, and to offer a goodwill gesture for the delay with the refund, the incorrect billing and the referral to a collections agency.

Thank you again for your time and patience while this is being dealt with.

Kind regards,

Susan Dale

teddysmum

I had a bill problem as I had an offer ending between billing dates and someone made  a hash of  the offer part of the bill. I called but don't think the person taking the call could ddo the sums, either, as he cut me off while 'looking at the problem'. The question was asked on the forum, with no reply (but it was answered
a few days later_. I then went via the complaints link and took a ticket; my problem was solved with a personal guarantee that all would be followed through and this was from a senior accounts person.

chubsta

i had an issue with my fibre but sent the issue to complaints instead of tech support, and to be honest i have never received such great customer service - they rang me within a couple of hours and over the next month had openreach out 4 times to solve various issues, everyone i dealt with was fantastic, i guess it depends what department you are dealing with but their complaints one were absolutely spot on in my case

missile

Pleased to report, I received a refund £83.04. It has only taken 8 weeks
Hopefully the letters from debt collector will now cease and Plusnet will remove the default on my credit file. 

missile

They keep sending me messages which cannot be answered and you have to access the "ticket" on Plusnet website. I found it really difficult to navigate to this. Here is a link which others may find useful https://www.plus.net/wizard.
One can phone, but expect to wait 20+ minutes for them to answer their phone.

missile

Pleased to report Plusnet have at long last admitted their error, given me a refund and I await receipt of their £30 compensation