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Migrated from Plusnet on 28th Sept and it all seemed to go smoothly, apparently that was too much to hope for...
On migration day or soon after I logged into Plusnet member centre and it it shows two 'Script user' comments in a single help ticket notifying the support staff to arrange for the phone and broadband to be cancelled.
The final bill was sent a couple of weeks later, it was paid so it all looked fine until: another auto billing email was sent this month to notify us of payment pending for Oct-Nov! We promptly cancelled direct debit which has resulted in another auto generated email from Plusnet saying the direct debit has been cancelled.
Looked at the help ticket again and a CS rep has replied saying "on hold for DD to process."
I have replied pointing out the errors and referred the support staff back to the script comments at the start of the help ticket, hopefully they can resolve this without any further problems, but it's a bit irritating to see my reply has been sent to 'Debt management.'
A bit of googling suggest this is now a common issue with Plusnet cancellations and migrations :/ I hope it's not a shady policy but only happening because stressed CS staff are only reading the upper most comment on the help tickets i.e. for the phone cease and overlooking the the broadband cease.
Probably they need to make the system clearer for their staff, or automate it fully, but it's just one more sour note for Plusnet customers to make them less likely to ever return.
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