Plusnet taking payment, did I do something wrong?

I migrated away from Plusnet on september 15th, but yesterday they took another payment and the next one is due in a month.

Lets just say im really wound up as I need the money else where. Did I do something wrong?

Edited by deleted (Sat 28-Oct-06 15:09:48)

On what date did you apply for your MAC? And what was your billing date?

If you were on a monthly contract, then your MAC application triggered a 30-day notice period. You should have been billed once only during that period (on your normal billing date), and that should have been your last payment.

You'll probably have to "raise a ticket" to get it sorted. One way to avoid this "problem" is to tell PN (by ticket) that your migration has completed, and ask for "permission" to cancel the DD with your bank.

sb248

Hi

im not with Plusnet so cant say specifically .. but as its quiet here thought i would chip in so you at least get some answer ..

first thing to check is did you pay begore the 30 migration period and did they say you would need pay more to cover the 30 migration .. possible they have just charged you for the time upto and including the 15th Sept and the rest of that month though seems a hell of a long time since then

depends how you were paying to be honest .. if direct debit then get in touch with your bank and cancel it & then Plusnet and ask for refund
if credit card then its probably a typical error in paperwork and you will need ring Plusnet ASAP to get them cancel and refund

sorry not much help but its typical of ISP's in general to be lapse at the very least in their billing

Cozzy ... plug .. gratefull to all who click the link below .. no cost no obligation just oggle and dont forget to follow through to the forums

Usually with PN, if I remember correctly, they would take a payment if it was within the notice period from asking for your MAC and then you would have to apply for any overpayment to be returned.

But a migration on 15th Sept should have meant that your months notice period has now elapsed, it would seem therefore that the payment is a mistake.

Staff no longer visit here, but you might get a reply from a PUG member, who will raise the issue with PN, but do contact them by ticket, if you can still access your tickets (you may have been given a PAYG account when you moved and that still keeps an account active with PN. Try logging into your account using your old user name and password. You may also be ale to post on one of the PUG forums, staff still visit there. Otherwise its a phone call.

Did you notify Plusnet that your migration completed? BT are supposed to but it doesn't always happen. As many people apply for MACs and then don't use them, PN can't assume you are no longer a customer until they are informed and will therefore keep billing you.

what you did wrong, is you didn't cancel your direct debit. You really can't trust Plusnet even when it comes to migrating away.

I did not inform them no. I assumed that in them giving me the MAC key, they would know when they line is no longer connected to them.

I have a reply from the email saying they will review the situation and give back any monies owed.

If BT fail to let them know, how can they tell you are no longer a customer? I suppose they could assume that if you didn't connect for a week you've gone. But what about the person who asks for a MAC code and then decides not to use it - woe betide them if they go on holiday for a week!

I prefer the Plusnet way as it is possible to request a MAC and then look around properly during the 30days notice, and not have to worry about your account being disabled by not using the MAC in those 30days. Unfortunately it does rely on BT informing PN (and PN reacting to that data) for them to close/downgrade the account.
Many ISPs take the request for a MAC as the start of the 30 days notice and at the end of that time your account is closed.

There are pros and cons to both methods, but for me the first gives me the most choice to do what I want.

If you payed by direct debit and you have no liability to paying the charge simply call you bank, claim it back under the direct debit gurantee and cancel the direct debit.

Problem solved. Out of courtesy it may be nice to raise a ticket to plus net to advise them of your actions and avoid further problems.

Your bank have to give a full and immediate refund under the DD gurantee.