outrageous plusnet cancellation fee

I asked for a MAC a couple of days ago and got this response:

..."There are some outstanding fees on your account:

Details:

- Deferred House Move: 47.00

- Subscription charge covering period between
next invoice and end of contract (347 days): 173.38

These fees may be:

- Deferred contract (house move, hardware or activation) charges.

- Any outstanding account balances.

- Any migration fees.

Total outstanding fees: 220.38"


I've been with them since mid 2005. How can anybody explain that I have still a full year left to pay? Was I in a 3-year contract? I moved a year ago so I could understand that for some reason they somehow got me into a 1-year contract (although as you see there, I have to pay for the deferred move anyhow so not sure why I would have agreed to a fixed contract), didn't get any new equipment either).

I hope anybody reading this will think twice before signing up with them. They are not running a serious business (needless to say, I've had several issues with them in the past, like unexplained failures and a badly botched move - for which I still have to pay!).

Gonzalo

Can you post a username or ticket number so a PN rep can identify you and investigate.

Are you on a home or business package? Business packages are usually 12 month contracts but I still think they revert to a 1 month contract after 12 months like the home packages, but I'm not sure. If they do (or you are on a home package) then you are on a 1 month contract.

If you house move completed more than 12 months ago then the house move deferred fee no longer applies.

I am a home user. I suspect now that whomever did the calculation at Plusnet counted the months in the inverse order. I think in the worst case scenario I have still a month before 12 months pass after my move and am being charged for 11 months. Not sure if we're allowed to publish personal info here, but the ticket is ID: 23352426. It'd be great if you can help. Thanks.

Gonzalo

However much they may claim that you owe them, they are not allowed, by Ofcom, to hold your MAC key to ransom. If you don't get it within 5 days, dispute or not, let Ofcom know.

Simon

oh, but they sent the MAC, together with the no so friendly note:

- By the time you leave, the fees shown above will need to be settled on your account. Failure to pay these fees within 7 days of your move will result in a further penalty of 20% being added to your final balance, as mentioned in section 13.10 of our terms and conditions


I just don't think I should pay

In reply to:

---

Failure to pay these fees within 7 days of your move will result in a further penalty of 20% being added to your final balance, as mentioned in section 13.10 of our terms and conditions

---

20% seems a tad excessive.

>Total outstanding fees: 220.38

Wow! That's steep.

It was my understanding that monthly contracts were the norm nowadays, but caveats for any "free" options if taken such as activation charges, modems, can be charged for if the term of agreements are not met.

>- Subscription charge covering period between
>next invoice and end of contract (347 days): 173.38

That does not seem to make any sense to me but hopefully a member of staff can contact you as you have provided the ticket number and clarify the situation.

In reply to:

---

Wow! That's steep.

---

Stand by for the, "Are you a customer of Plusnet, how dare you make a negative post" question from the usual suspect.

I would have used a smiley as an indication of an attempted humourous post, but even that seems to annoy some people so I won't bother.

Edited by deleted (Sat 17-Nov-07 13:36:15)