Subject says it all. Can someone from PN please have a look at this ticket for me. I have been told I will be billed on Friday for a broadband service I no longer have with PN. Details are in the ticket.
I'm afraid that I am unable to stop the payment as it has already been initiated, but if you let me know once it has been taken, I'll ensure that it is refunded.
Thanks James. But why is this payment even being taken given that I migrated away 3 weeks ago? Fortunately I have the money in the account so that this would not cause a problem but for some people this would incur extra charges from their bank.
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Basically, it's because we don't cut people off who request a MAC Code.
When someone requests a MAC we raise a ticket to our billing team to double check if you have cancelled after 30 days (the expiry length of a MAC), who then check to see if you are still with us and cancel the account or not accordingly.
I'm sorry that this caused a problem, given that your migration happened in a nice timely manner.
Can I politely suggest that this is also done before you bill a customer/ex customer. All the current system does is annoy people even more especially if the Customer Service team don't acknowledge or reply to tickets that are raised about the problem.
jelv (fountain of knowledge)
Thu 29-Oct-09 19:21:03
Re: Can someone from PN look at ticket #30511343 please
I believe it's in the region of 50-66%. At least it certainly used to.
A larger number of those people don't get that far these days, because they speak to our customer options team, but I would still expect the proportion to be quite high.
We are also currently looking at the way which cancellation payments are generated after a customer leaves us.
As I was told in the ticket that it would take up to 2 weeks to get a refund, I phoned my Building Society and they have stopped the payment being taken from my account under the Direct Debit guarantee.
I'll leave it to PN to sort out what they need to do at their end.
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