PlusNet billing issues...

A new low for PlusNet surely?

I thought it was a one off to begin with, yet this is now the 3rd e-mail i've had from them for different accounts, the earliest i have so far recieved is for payment screw up on the 2nd of July and the latest is the 13th July.

(The "xxx" is my doing!)


Your username: xxxx

Dear xxx xxx,

Unfortunately, due to a technical error by our card payment supplier we have not collected a payment of

Edited by deleted (Tue 22-Aug-06 17:12:56)

I don't see why it is a new low. A low would of been taking the money twice. As it is they haven't taken any money.
Since it is appears to be 1 months payment missed, taking it in full shouldn't cause much problem to most, but if it did then I would recommend contacting support ASAP.

BTW I note this error has been in the customers favour since the customer would have the money and therefore the interest benefit not Plusnet.

Got to agree there,+net have let you keep your money longer.Would not be as dramatic to call it a new low.

In reply to:

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A new low for PlusNet surely?

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Wonder if Plusnet and HP have the same accounts dept - both seem to share the same "technical issues" with regard to payments!

Just enjoy your 'complete experience'

So now its PNs fault that their supplier forgot to press a button and process a load of BACs payments on a certain day?

Having worked in the banking industry for more years than I care to remember... BACs payments messing up was NOT an uncommon occurance... batches are sometimes late getting processed.

TBH when this sort of thing happens, the company involved dont even bother advising the customer and just take the next payment asap... or take x2 on the next payment date.

In reply to:

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So now its PNs fault that their supplier forgot to press a button and process a load of BACs payments on a certain day?

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What I found interesting was the suggestion that "we were informed by our supplier" rather than "we discovered". Suggesting no checks are made to ensure payments are being processed correctly.

So now its PNs fault that their supplier forgot to press a button and process a load of BACs payments on a certain day?
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It's debatable whose fault it is - but it is without question PlusNet's responsibility. PlusNet are responsible to their customers for all the faults of their sub-contractors.

And in some extreme cases, a sub-contractor fault may also be PlusNet's fault - eg by appointing a sub-contractor who offered a suspiciously cheap service or who had a past history of issues. I suspect that PlusNet may be so impressed by cheap tenders that they may opt to forego the process of due diligence in assessing the sub-contractor's ability to provide the service in a timely and efficient manner. In such a scenario, I would argue that PlusNet are at fault as well as being responsible.

Simon

Simon...

I value your input. PlusNet do need sorting out and bringing back to what they once were...

However....

Bashing for Bashings sake on the smallest issues trivialises the opinions you state..
PlusNet left these forums for that sort of thing, and that was a shame.

can we stick to the real issues and not minor mistakes which WE ARE ALL capable of.

cheers

no offence intended

I was making a general point about blame and responsibility. Perhaps you mis-read it.

Simon

Sounds like more interest in the bank for you. Why complain?

Edited by camieabz (Wed 23-Aug-06 13:39:59)

In reply to:

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In such a scenario, I would argue that PlusNet are at fault as well as being responsible.

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Define Plusnet's fault in this issue? How exactly are they at fault, if they admitted the problem exists, why it exists, and assured the customer that their service will not be affected in any way? If anything, in this instance Plusnet have done what they could to reassure the customer that there's nothing to worry about.

They are in some respects responsible for their contractors, and have fulfilled their responsibility to their customer by doing what would be expected of any company in this case.

It would seem to me that you (many of you) are now attempting to blame Plusnet for the smallest blip in service, and add it to a list. Why not. It's what you're good at.

He didnt misread it as you well know. You stated that you would argue it was plusnets fault. Perhaps you misread it?

You misunderstood my post. The quote you used referred to the scanrio I was describing, not necessarily to this billing issue.

Simon

So what do you think regarding this issue then?

While I have strong views about PlusNet's eagerness to blame other people for problems it is 100% responsible for, I don't know enough about this specific issue to hold any strong view.

On the face of it, it isn't a "new low" as suggested by the OP - but just another in a long line of foul-ups, some small (as this), some big.

I thought that PlusNet's letter was well-written except it should not have laid blame at a third party's door since the customer cares about responsibility for fixing rather than attributing blame. PlusNet too often behave like schoolchildren when attributing blame.

However, their email raises the possibility that PlusNet's new software may also have let them down.

And since they appear to be able to assure the OP that they have taken steps to ensure that the problem won't happen again, one would have to wonder whether they could have taken those steps before it happened at all.

Simon

"Although the error was made by our card payment supplier, we accept that ultimately we are responsible for the complete experience our customers receive. We take great care in selecting appropriate suppliers and our chosen card payment supplier is a leading provider in their industry. We have also recently invested in an upgrade to the latest version of our payment software. These factors make the issue particularly disappointing. "

I dont see PN shirking responsibility here.....

Yeah yeah yeah.

Have you counted to four

I would if I was angry, but no.

Edited by camieabz (Wed 23-Aug-06 19:17:29)

"The quote you used referred to the scanrio I was describing,"

I think thats what is called an unusual scenario.