Martin is cheated?

FrancieandJosie

In late October, I took a deal from Plusnet, very like the current one, with a £75 card. I never received a bill so chased it up. I found out Plusnet had created a fake email address; they also said I never claimed the £75 at the time (yes, unlikely). They said they'd be back to me withing 5 working days but didn't do that. They also claimed I applied on 5th October when I didn't even live at the property, then billed me at the end of November, proving the date I took the deal.
They offer bonuses to their sales people, giving more if they sell more
The latest is that I have to wait 56 days and can only complain via their ADR scheme with a notification from them. So be very careful with Plusnet, they don't always honour the excellent terms Martin arranges

Neil_Jones

"Martin" doesn't arrange anything, because Martin sold MSE back in 2012:

https://www.bbc.co.uk/news/business-18295587

The ADR scheme of which you speak isn't just a case of waiting 56 days, you need to complain to the provider and exhaust their complaints scheme and take it to deadlock before you go to ADR:

https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts

FrancieandJosie

I just used 'Martin' as he's the figurehead. I've answered plusnet on their original email, now they're giving me back 'do not reply' ones. So I think we're at deadlock and as you say, off to Ofcom. Thanks, Neil

phillw

FrancieandJosie said:

they also said I never claimed the £75 at the time (yes, unlikely).

Do you remember how you claimed it? They usually send you an email with a link to click, some time after your broadband has gone live.

These claimable bonuses are kinda annoying and you do have to stick dates in your diary and chase them up if they haven't arrived. Which is often the case as it saves them money if they forget to send it and you don't complain.

I had a similar thing with vodafone, but I was on top of it.

FrancieandJosie

The problem is that they faked an email I'd never heard of. They took our user name and added .plus.com. So we never received it. I'll speak to Ofcom.

400ixl

FrancieandJosie said:

The problem is that they faked an email I'd never heard of. They took our user name and added .plus.com. So we never received it. I'll speak to Ofcom.

That sounds like the email address they set up if you want to use their webmail servers which is accessed via https://webmail.plus.net/ . You login with your username and password but the email address will be your username@plus.com. They send communications to both your plusnet email and your registered email address for sending you communications.

The one they use for communications you find under https://www.plus.net/member-centre/account/details
The other one is found under Manage my Email or the webmail site.