Price increase

Has there been a recent price increase?

Isn't it normal for companies to advise before they implement increases?

No price changes have happened for existing customers. Have you changed anything on your account or come to the end of an offer you were on? Could it be that you've cancelled a Direct Debit and we're charging the £1.50 non-DD fee now?

Thanks for the reply.

I've asked Plusnet to change my payment method, but they haven't sorted it out yet!

I wasn't aware of any offer, but if that's the case wouldn't Plusnet advise customers of this?

I haven't cancelled a DD, as far as I'm aware that is still in date.

Any chance someone could sort this out for me please? I've tried emailing, raising tickets and phoning to no avail.

Edited by hk11 (Fri 07-Jun-13 14:35:06)

We don't have any active payment details on your account, you can log in to our website and make a payment from there.

I spent a long time on the phone with you on this. No promised follow up, as usual!

You *do* have full details on my account. In fact you should have two lots!

When you set up a direct debit it takes several days to go active, unfortunately the new direct debit has not had enough time to go active and therefore the payment due yesterday has not gone through.

When you log in to our website you are prompted to pay now or update your payment details. You can do this via the website or by calling us.

Why does it take so long? You've had details for several days now!

Given the above why don't you use the details you have been using for months, if not years?

It is useless calling you as your operatives don't offer any help!

Edited by hk11 (Fri 07-Jun-13 13:16:25)

When we receive a request to update payment details we stop using the old ones as we're not supposed to use old details for payments.

I'm sorry you feel that way, however as I've advised you can make the outstanding payment via a card on our website.

But surely the details you had aren't "old" until the "new" ones take effect?

Why would I want to pay twice for a service that offers no empathy for it's customers?

You're not paying twice, no payment has been taken from the old details because they are no longer active.

I'm sorry but I'm really not sure how else I can explain how to make the outstanding payment.