I didn't say there was anything wrong with Plusnet's policy per se
. What I did say is that it is the training of customer-facing staff that is consistently failing to ensure such staff unfailingly make sure precisely what the customers' intentions are.
False "Cease" orders have been placed year after year after year. It is highly distressing for customers and highly wasteful of senior staff such as Chris in this case having to correct the error and generally lower the temperature.
Correcting an individual staff member does not solve the problem. Circulating memos, as I would hope has been done more than once, does not solve the problem. It has to be a major point in the training as it causes major bad PR - mostly no doubt by word-of-mouth in real life, not in here.
Having said that, it is clear not only Plusnet have this problem, but it does seem more common than with other ISPs.
Quoting the "Legal" is pointless in that it places the onus on the leaving customer. That is not real-life, as you surely know. You and I may peruse such stuff before joining and perhaps when advising someone here, but such niceties as this one just fly below the radar for most people. Plusnet have a duty to train their staff to avoid it happening. It isn't difficult.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
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