Support is a Joke

I left plusnet on the 3rd of this month and was advised I would have to pay a total of about £45.

I requested they review this amount as my connection was unusable for over 3 weeks, and was the sole reason I left in the first place. In my view I was paying for a product that I was unable to use and compensation is in order.

I was then told I need to phone up? why do I need to phone up, they can get the same information from the ongoing ticket.

The fact my internet speed not only returned to normal, but was actually faster after the migration proves what I was saying for the whole of the 3 weeks I had an issue, and that was the issue was not at my house.

Futher to this, I was then charged for another full month on the 6th of this month, even though I am no longer a plusnet customer, I replied to my ticket asking why over 6 days ago, and of course have recieved no reply at all.

To be honest I am about ready to cancel the card they are taking payment from, and contacting OFCOM and the ISPA so they are aware of the bad practice.

Edited by adamsh (Sat 12-Sep-09 01:21:59)

I expect I shall be accused of being a "fangirl", or some such, but I would just say it's quite hard to resolve a dispute with ANY organisation while you are resolutely refusing to speak to that organisation.

I reckon your best bet would be to ring them and have the chat, or hopefully one of the reps here might offer to ring you.

Sounds like you've not been treated very well.

I can't help with your predicmament but I can tell you that even if you cancel the credit card they can and will still be able to take payments from it unless you persuade them to stop.

This is the danger of CC continuous authority as opposed to say Direct Debit.

I cant see why you would be accused of being a fangirl. What you have said is good advice.

To be honest they may as well scrap the ticket system then, because so far at every turn they have told me to phone them.

I had to phone them what i wanted to cancel, and now i Have to phone them because I asked for compensation on having a product that wasnt usable?

No doubt I will also be told to phone them to talk about how they are billing me for a service I no longer have, again a pointless excersize if you ask me.

Please dont get me wrong, I am not thinking or calling you a fangirl, but if they actually had a look at the support ticket they would see that I had been without a usable service for over 3 weeks, they would also see all the information that was provided and the steps taken to resolve the matter.

What more information could I possibly give them than a ticket with 3 weeks worth of information on it?

They told you to 'phone them because you are in dispute with them. Naturally they'd want to discuss your grievances with them.

You'll get nowhere with any regulators if you don't first discuss, either verbally or in writing, your complaint with the firm in question. They won't act until you have used the firm's own dispute resolution procedure and received a refusal to settle the dispute.

You are being unreasonable in this matter by not discussing it!

The beauty of a phone call is that although the business concerned may record it, very few private persons have the equipment or foresight to do so.

Make of that what you will. I would far prefer to conduct such matters by either email or snail-mail.

and they are being unreasonable by charging me even though I am no longer a customer, and not bothering to read the information already provided.

My complaint was provided in writing through one of their official customer support contact lines, if it isnt going to be used how it is supposed to they may as well remove the ticket system and make it phone support only.

I love nothing more than talking to someone on the phone who has no idea what I am talking about (past experiance with phone support here).

I like to have everything in writing when I communicate with matters like this.

**edit** and to be honest there is no excuse for them to ignore my support ticket for 7 days, my initial support question was about compensation but I was willing to forget that, my main complaint was about being billed and ignored when asked why. Now I want both sorted out.

Edited by adamsh (Sat 12-Sep-09 16:05:34)

Agreed. I always put my complaints in writing, too.

However, the OP was even refusing to talk to them when asked to. It's a matter of non-communication!

Then write to them stating that you are making a formal complaint and that it should under their Complaint Resolution Procedure.