An alternative theory could be that the agent didn't know the actual facts, and rather than take the time to ask someone and find out the truth (which takes time and impacts the agents stats), he said the first thing that came to mind, just to get the customer off the phone so he could get to the next call.

I understand that you think poorly of the ISP, but do you actually think that they are actively engaged in a conspiracy to defraud?
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I believe that they are actively engaged in a conspiracy to exploit by disinformation, misinformation or by withholding information. A judge would have to decide whether that amounted to fraud. There have been just too many examples over the past year or more of these alleged mistakes for it to be credible. The "mistakes" are always in PlusNet's favour for a start.

The lucky punters have scanned the forums and know what questions to ask, what statements to challenge. The majority have no such luck and get subjected to too many, er, one-way "mistakes".

In any event, a company which can't afford to give genuine refunds to customers after a month and more of no service is in a parlous state, imho and is probably using every trick in the book to bolster its bank balance.

Simon

In reply to:

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There have been just too many examples over the past year or more of these alleged mistakes for it to be credible. The "mistakes" are always in PlusNet's favour for a start.

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I hope you have something more substantial to base that on other than a message board. Additionally, if a mistake went in the customer's favour, then any customer with half a brain would remain schtum. Plus they'd have no need to write about it, as history has shown; people only tend to use forums when they have an axe to grind.

Either way it sucks though. I don't know what I'd prefer my ISP to be; penny-pinchers or inept. Decisions decisions.

hi

I would think that theory is the most likelyest..

thanks

if a mistake went in the customer's favour, then any customer with half a brain would remain schtum
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Current customers might, it's true but there's nothing to stop ex-customers reporting a mistake in their favour in the past...

Simon

I guess the question is, had the user said "OK I'll pay" would they have taken the 11 months, even though they can see it's not due? My bet is they would.

Takes too much iniative.

As ex-customers, they probably contribute in places other than their "old" ISP's discussion area, and as they've left, probably have no reason to comment in any favourable way, so the odds of reading/hearing about these instances is low.

Did you get this sorted?
I have a business account which is marked as annual which I am trying to close. I gave 30 days notice on august 24th, but they are telling me that my account will terminate on november 26th (I joined november 26th 2003).
Especially at the price of these accounts (which never went down below

yes, this was resolved by me posting the same comment in the plusnet forums. James Bailey picked up on it and added a note to the ticket to (effectively) tell the CSC to stop being so stupid!