Plusnet rep - help with 90 days MBG

I have opted in to the 90 days money back guarantee when signing up to Plusnet.

I raised a ticket requesting to leave under the money back guarantee which I have opted in (clearly stated in the ticket). Having spoken to a rep this morning and was promised I will not be charged and will be given refund after I have migrated away, the ticket is now saying I will owe deferred migration fee of £14.99 + migrating away within 12 months of £14.99 + additional 2 days of usage of approx £1.xx. Total owed = £31.xx.

But under the guarantee, instead of owing Plusnet money, I should be getting a refund of subscription fees I have paid, which is 2 x £19.55 = £39.10

Any Plusnet rep here can help sort this out?

Ticket IDs 28118455, 28146560.

Thanks.

Hi Gbee,

I'vve just put a note on one of your tickets.

We'll get this sorted out for you once your migration has completed.

Very non commital James. Will he have to pay?

Apologies - I've merely commented on the ticket stating that a refund is required.

The final charges is something that is automatically generated on all cancellations or MAC requests. The actual refund under MBG is something that is done once the migration has been confirmed.

Thanks.

Thanks James.

So the final charges is auto-generated not taking into account of those opted into the 90 days MBG.

BTW, for those where the charges do apply, why are there 2 separate charges for 'Deferred Migration' and 'Migration Offer' - totally £29.98 ?? Are they not the same thing?

Details:
- Deferred Migration: 14.99
- Migration offer - cancelling within first 12 months: 14.99

Hiya,

Yes, that's how the system works.

No - That's shouldn't happen and I can't actually see why. Of course in your case, you shouldn't be charged a cancellation fee because of the MGB, but I will need to have a look into that and find out why it has happened on your account.

James, my experience was similar (see the thread on problems with leaving under the 90 day MBG) - but all the front line people involved did their utmost to insist the risk free MBG doesn't include this £30 of migration charges, and threatened I couldn't leave till it was paid, then legal action when I refused to accept the charges - till the matter eventually got escalated.

threatened I couldn't leave till it was paid, then legal action when I refused to accept the charges
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The notion put forward by Sadoldman and a few others that these agents are just making excusable and genuine mistakes is surely overly protective of PlusNet when customers are being bullied and exploited in this way. It would still be bad if the agent had right on his side -- but he was denying the existence of a legitimate agreement and compounding the felony by threatening an innocent customer with legal action. How many others give in at that point and just pay up - or decide to stay and avoid trouble?

This is simply disgraceful. Agents are obviously being instructed by PlusNet to lie -- and they certainly don't start playing the "legal" card without being specifically instructed to do so -- presumably by the delightful Ms Axe, who must be finding the new BT anti-customer policies right up her alley.

Simon

If they explicitly said "and threatened I couldn't leave till it was paid" then that is breaking the Ofcom GC22 i.e. you can leave at any time even when inside contract, but that money issues will have to be slugged out afterwards if there is a dispute.

If there are others who are reading this, and have similar situations I am as ever happy for people to contact me, and I can collate things and present this to Plusnet with a view to ensuring that lessons are learnt.