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Its my Mother In Laws' Broadband Plusnet account - few months back (4) her Credit Card expired and she no longer uses it so wanted to pay via Direct Debit.
Her details were allready in the system....
For some reason they failed to use her DD and Disconntected her, the same happend again then again,..
Then after we posted into here +Net customer Support called her up - and said they confirmed her details were entered into there system correctly - this was a month ago.
Then today............
GUESS WHAT !
Disconnected
For the LOVE of god what does it take for +net to actually use her DD Details.!!!!
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This might be a silly question, but has your MIL contacted her bank to see if Plusnet have submitted a DD mandate (if they can remember as well), and if so if it is active now? They may have refused the mandate for some reason. Just an idea in case it is being bounced by someone other than PN.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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Yeah its showing as added at the bank,
and theres enough money in the account to avoid a knock back.
they Should rename Plusnet to " GroundHOGDay " in there mission status.
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Register (or login) on our website and you will not see this ad.
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When I setup my first DD with Plusnet istr I had to raise a ticket to make sure that DD was the default payment method.
Ian
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Then after we posted into here +Net customer Support called her up - and said they confirmed her details were entered into there system correctly - this was a month ago.
So technically it is setup, but not activated, perhaps Mr Blobby can kick some butt for you?
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Have you asked your bank if a request was made? Maybe with a bad reference or something similar?
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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+net when they phoned 2 weeks ago, said her DD details will be entered into the system in the next 2 days, she also said that she no longer has the visa card.
+net are a
J O K E !
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I'v just checked the tickets on the Plusnet System as well,,,
and Found this one
------------ QUOTE-----------
xxxxx xxxxxxx A&BS - Accounting, HR & Legal 4:36pm, Wednesday 4th October 2006
As per our conversation I have entered your DD details onto our system. These will take a few days to go through the banking system.
Regards,
xxxxxxxxxxxxxxx
------------ QUOTE-----------
This was after the phone call, so they 100% have her DD details on there system and confirmed...
I think its time to contact "the register " see if this a newsworthy story.
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It's nuts that PN don't hound people for DD more... credit card fees are much much higher than direct debit.
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That reply just says they are entering the DD details as a payment option. They must of been entered as the bank has the mandate setup on the account.
When PN create the bill you should get an email a few days beforehand saying what amount will be taken and by what method. Copies can be found in the My Questions area of the member centre (closed questions). Did this say Direct Debit or Credit card?
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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Just admit it Vince, it`s a cockup! PN have been told the credit card has expired, they have been provided with an alternative payment method by the customer. If PN can`t get their act together it`s hardly the customers fault is it???.
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I will admit nothing until I have the facts. At the moment I have 1 side of the story and not enough facts to make a decision based on where the fault lays.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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Vying for a position in the usergroup? 
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Not unless i am asked....just being realistic and trying to help a user rather than posting snipes at people.
Once the OP posts more info then I will be in a better position to make a decision on where his MIL problem lies and make some suggestions, until then I will just make general suggestions and requests for the info.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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In reply to:
Once the OP posts more info then I will be in a better position to make a decision on where his MIL problem lies
How much more info do you need. The facts are there for all to see. What possible motive would the OP have for making it up??? The facts are that despite being given a new payment method that PN have acknowledged, PN are unable to get their finger out and process the details through the all singing all dancing automated system!
Try here http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=plusnet&Number=2688648
In reply to:
Not unless i am asked....
That`s a yes then 
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The facts in this instance have not established where the problem is, only that so far the DD failed in either PN or the bank. We know the DD is setup at the bank and that is all, hence why I asked about what the payment notification said.
Why don't you try being helpful for once anyway. Just knocking PN and anyone trying to help is old hat now.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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In reply to:
Why don't you try being helpful for once anyway. Just knocking PN and anyone trying to help is old hat now.
So is defending them to the extreme. What more can the Customer do??? the Customer has done all they can. The customer should not have to check how PN conduct their business. PN have had the details they required for some weeks now, they have acknowledged that.
What on earth do you want PN Customers to do???
How hard is it for you to agree that PN have cocked up??? after all they`re only an ISP.
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The customer can find out where the problem lies and then lay the blame (the same as I will do when I get the info to do so accuratly) At this time I do not have this info and won't blame or defend anyone. At no point in this thread have I said PN have done nothing wrong because I can't say who has atm.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.ukEdited by ScaryMonkey (Wed 18-Oct-06 21:47:54)
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In reply to:
The customer can find out where the problem lies and then lay the blame
I think that`s been done, surely all the customer can do is check with the bank that the DD details are setup correctly?. That`s been done. Details of the DD have been passed to PN, that`s been done. Now what, the customer is still being disconnected for non payment.
Is that the Customers fault???
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Its not the customers fault unless the DD defaults due to funds, but it could of failed because of a bank error. Is this PN fault? See it is possible PN have made no error here but without the full facts you cant say.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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In reply to:
Its not the customers fault unless the DD defaults due to funds,
"theres enough money in the account to avoid a knock back."
In reply to:
but it could of failed because of a bank error.
Would it not be reasonable for PN to inform the customer if this was the case???.
In reply to:
See it is possible PN have made no error here but without the full facts you cant say.
Running out of excuses Vince???.
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Last Result:
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Conducted at 11.41am
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Wingco1 you are just a troll......
I do not need excuses because I am not the one who has made out to blame any one/company. I have simply asked for more info (and pointed the OP in the direction to get some of this) in order to make a properly informed judgement. Unlike some I do not think anyone is automatically to blame for a problem regardless.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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In reply to:
Wingco1 you are just a troll......
To be expected I suppose. Plusnet can do no wrong in your eyes.
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Last Result:
Download Speed: 6131 kbps (766.4 KB/sec transfer rate)
Upload Speed: 367 kbps (45.9 KB/sec transfer rate)
Conducted at 11.41am
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They can do a lot wrong and I make my feeling felt to them when they are doing wrong. They are like virtually every other company though, except I have a better line of communication with them than with most other companies I deal with.
I also give companies the chance to put things right before slagging them off anywhere. So far PN have fixed all but 2 of my problems to my satisfaction and one of these is currently with BT who have said they need 8 days just to come out. The remaining one is a problem with PN and Netgear so I won't blame either until I can get further into the cause.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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I accept and appreciate what you say, however we are not talking about a technical problem that can be hard to track down. We are talking about a financial transaction, millions of identical transactions are done daily without problems. It`s hardly rocket science, but appears very difficult for PN.
The whole situation is made worse because of the fact that the account is suspended thereby denying the customer from contacting PN to attempt to resolve it. The ability for the customer to speak to someone by telephone in an attempt to resolve the problem is non existant.
I find it very difficult to understand why you continue to suggest the customer takes further steps, when PN seem to be sitting on their bottoms doing nothing constructive.
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Last Result:
Download Speed: 6131 kbps (766.4 KB/sec transfer rate)
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Conducted at 11.41am |
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The further steps though might highlight the problem being outside of PN. If it is then it would be the OP that needs to sort it and not PN. A few minutes now could save hours later, and since it is a billing fault it is unlikely to be fixed by PN tonight as AFAIK billing are a daytime team only.
Vince
Back on Force9......I get what I expect here.
14 year olds racing cars - see our teams progress at MVRacing.co.uk |
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I would agree, especially as now the Police are involved. I still believe it is more likely to be a PN admin error. I find it hard to believe that a csc agent would have stated on a ticket that DD details have been entered on the system, if they intended to "steal" them.
I think taking details of the debit card may be a quick fix to get the customer back on line. Either way it`s still a total lack of Customer Support that has brought the matter to this position.
+++++++++++++++++++++++++++++++++++++++
Speedtest: http://www.speedtest.bbmax.co.uk/
Last Result:
Download Speed: 6131 kbps (766.4 KB/sec transfer rate)
Upload Speed: 367 kbps (45.9 KB/sec transfer rate)
Conducted at 11.41am |
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We don't need two threads on the same issue so will close this one.
New thread here
Sadoldman
Just a tad sad..a wee bit old...
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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