Impossible to leave Plusnet Mobile

anewloginapparently

In October 2023 I got notice from Plusnet Mobile that they were closing their service and I needed to move to a new provider. 

Which I did (moving to Vodafone), giving 30 days notice to close my account. 

However I continued to get charged by Plusnet - so after 2 months I raised a complaint - which was eventually uphelp - I got my money back and was assured my account was closed. I subsequently cancelled my direct debit. 

However 2 months later and I have been charged again. Worse than this, because the payment failed it has now hugely adversely affected my credit rating, which will have huge implications when it comes to renewing my mortgage this year. 

I have once again complained to Plusnet. I guess I am going to need to wait for their reply and then raise a dispute with all the credit rating agencies. 

However looking at their forum. It seems I am far from alone in experiencing these difficulties. It's beyond a joke. Particularly as Plusnet mobile has shut down so all of us still being charged are being charged for nothing. 

Mobile - Plusnet Community

Is there anyone else I can complain to, to stop this happening again in the future? 

Neil_Jones

Why didn't you just request a PAC code and use that?

That would have closed the old account.

anewloginapparently

I did. The PAC code errored and Vodafone were unable to port my number across as a result. 

Since writing this thread. Plusnet have again written to me and admitted fault stating my account should've been closed. However This doesn't solve my credit issue and I am worried it is going to just keep happening. Particularly as it looks like I am not alone. 

oldernonethewiser

Try the Ombudsman as detailed on the Plusnet site?

https://www.plus.net/help/legal/complaints-code-of-practice/

anewloginapparently

Thank you I'll do that. 

oldernonethewiser

Hope you get it sorted satisfactorily.

forgotmyname

I still get Plustnet Bill Emails even though we left October/November 2023.  The value is zero but it amuses me why they keep
sending the bills.

forgotmyname

And another Mobile bill from Plusnet.  Seems they keep sending bills because I have £2.44 credit.  Instead of refunding that they
keep sending bills.

prowla

At least the bills confirm that you don't owe them money!

forgotmyname

Correct they owe me money.. Should I start legal proceedings to get my £2.44 back?   LOL

I could phone them instead I suppose. 

southsidergs

Well maybe they can't refund it because a DD has been cancelled right? Instead of trying to be funny why not just contact them & ask them to send it to you if it bothers you that much