Very sensible & reasonable!

Bet no tears are shed there over defection of OP

Now that is interesting - I didn't know that. Maybe when I get the energy to sit on the phone with them I will try that and see if I can finally get that card off my record (not that it is doing much harm but still)

Thanks camie.

In reply to a post by billford:

Take a little while to ponder the inadvisability of ignoring warnings from moderators.

He already warned him. Why delay? Just end it by banning professor973. He's noting but causing trouble here and it doesn''t look good for TB.

LOL hyper!

What do you think "Take a little time ..." means?

Closing this sub-thread so if there is any positive input or people with genuine problems they can comment.

Sniping and name calling will not be tolerated.

Edited by MrSaffron (Thu 12-Jul-12 10:05:54)

I think something very simple is possibly being missed here, PlusNet had ALREADY PROCESSED the £9.00 refund (it could take UP TO 14 days due to the time the banking systems work), the credit was therefore no longer in your PlusNet account to deduct the 63p from! I bet the credit arived back in your bank account before the 14 days!

The Shambles continues ......
I am all safely away from Plusnet, but the shambles continues. I migrated via MAC smoothly after switching my line. I have emails here stating the 63p has been paid and stating my account is now clear, the 63p has gone from my bank, but Plusnet state I still owe it.
Account username: xxxxxxxx

Thank you for clearing the outstanding balance on your
PlusNet Residential Generic Services Product account. Your account has now been reactivated.

All of your account's features will be reactivated now, although it
may take up to 30 minutes until all of these are available for you
to use.
I spotted mention of a cease fee on my Plusnet account a few days ago, http://img543.imageshack.us/img543/5269/charge.jpg so as my account was cleared I stopped my direct debits.
Imagine my anger at receiving this email this morning, bearing in ming they still owe me £9 for overpaid broadband.
We have recently attempted to process a subscription payment for your Plusnet account, but have unfortunately been unable to take payment using the payment details currently held on your account. Because of a processing error, your account will have been marked as paid on 11th July when you make your regular payment, but in fact no payment was received.

We have now correctly marked the invoice on your account as unpaid, and would ask that you please contact us as soon as possible to make payment. To discuss making this payment with a member of our dedicated Billing Support team please ring 0845 1400 104. If you are currently experiencing difficulty in paying this outstanding amount, please contact us to discuss.

Please note that in recognition of your valued custom we have not currently restricted your internet service, however if payment is not received within 14 days of the payment failing then we will be forced to do so.


Yours sincerely,

As you see, the poor demented souls are considering cutting off my broadband!
Would you waste a phone call on this shower when you can post the incompetence here?
Actually, my regular payment date was always the 25th, so I don't know where they get the 11th from. possibly it was a cash-grab that baulked the system!

Edited by professor973 (Wed 18-Jul-12 11:53:47)

I expect it was the refund, paid back through the d/d system. But of course it couldn't be, as you had stopped it. Which is why I advised against that. Any payments incorrectly taken are easily rceovered, but the inability to receive refunds leads to a nightmare. With any ISP. One of the problems is they almost certainly cannot reinstate the d/d, and neither can you.

I repeat, having seen many cases on these forums, that's why I advised against it.

The wording of the stock email I agree is poor. It should be a different one for failed refunds.

What was going on with the 63p I know not.

Would you waste a phone call on this shower when you can post the incompetence here?

If Plusnet were not one of the very few ISPs that regularly act on posts here, you would have little choice.

IIRC the cease fee mention is a standard item that is cancelled if the migration took place with a MAC being used. If the MAC were not used the cease is sometimes charged by Openreach due to incorrect ordering processes at the receiving ISP. This is passed on to the ex-customer by all ISPs.

I assume that Freeola did follow the correct ordering procedure from Openreach - I've never heard of them not doing.

I realized your advice against cancelling the DD was good advice and I did not do that at the time. BUT, once I was informed of my account being cleared, I would consider cancelling a dead DD a very good idea. It was the mention of a cease fee that prompted the cancellation at the time I did. Possibly I did not understand it correctly, but it put my guard up immediately. I was not to know that the account cleared email was just another of a long line of cock-ups, though judging by the threat of Broadband cutoff for non payment, it seems Plusnet just chuck out pre-prepared crib-sheets without referring to what the situation actually is. I am obviously unlucky, as if all customers suffered my long tale of woe there would be none left.

It's possible that BT Wholesale have failed to inform Plusnet that your migration away has happened hence the Plusnet systems think you are still one of their users.