Waiting for my refund?

I wonder what it takes to get a refund from Plusnet? I left them almost a month ago, paid my 30 days notice but they owe me several days worth of refund. They put it through their system and it went round the various departments, but nothing seemed to happen. Then someone updated the ticket by answering something I asked in my original question, rather than reading the whole ticket. That's why I left them because they did something similar with my last 2 support queries, so it took forever to actually get anywhere. They seem incapable of actually reading through the whole of a ticket to see what other people have written. They just keep reading and replying to my initial query. So I guess I'll have to call them but it's pretty annoying.

Well that's my moan over with.
Geoff.

PlusNet ticket support only answer the first question, therefore only ask them one question per ticket. A bit long winded but you get there eventually.

Hi Puter - So I have found out! In the ticket though they have said they're putting the refund through, but they then seemed to forget about it. So do I open another ticket to ask again? It could be that it's in their system and they pay out at the end of a month or something, but I last wrote on Tuesday and it's now Friday so they should at least explain to me what's going on.

I recently requested a part refund of my final subscription payment, following migration. It was paid out immediately after the question/ticket was dealt with.

Have you checked "View Transactions" in "My Account" (in the Member Centre at plus.net)? Mine showed up as a credit note and then arrived in my bank account via the debit card details I had on file for payments, a few days later.

Edited by cos1 (Fri 25-Aug-06 11:18:47)

cos1 - Yes I've checked my transactions and the last one was my final payment. They do have my account set as 'Pay as you go' now, so at least they seem to know my account is closed so shouldn't try to take anymore money. On the ticket that's still open where I asked for the refund (something I shouldn't actually have to ask for at all), they have said that they're putting it through to another department to deal with it. As far as I can see though, nobody has done anything. On 11th August there was an internal note on the ticket, "Please action part refund once DD completes". The next note to me was, "The next action on your Help Assistant Question is due on Friday 18th August at 9:00am". I did get a reply at almost exactly that time saying, "We would like to inform you that your Help Assistant Question [ 20034606 ] has now been returned to the Customer Support Centre pool. A member of our Support Team will investigate your issue as soon as possible". Then the next comment was answering something I asked originally that is totally irrelevant now, but no news on the refund. So I wrote to them on Tuesday but still nothing.

I left +Net over a month ago and am still waiting for a small refund. They overcharged me on free download usage. Because they have been taken so long to reply, there were more than 1 month overcharged to be claimed back. They will only reply my ticket every Wednesday and add a few comments about the ticket had been passed to internal account etc. Each time they will deal with 1 month's refund so it will take a very very long time before I will get all my money back.
Quite frankly, I won't want to move to another ISP but I had had enough with +Net. I don't think they are professional enough to deal with customer issues and they have to
improve to recover their lost grounds.
So good luck to us while waiting for the refund to arrive.

snw - It sounds like you're in a worse position than me then. Have you tried speaking to them on the phone? I personally don't like confronting companies that way but I'll have to I guess if they don't contact me today.

I didn't want to change ISP's either as Plusnet have several advantages compared to who I'm with now, but I really need better support than Plusnet seem capable of.

Hello Zedbra,
Hope you eventually crack the PN system. I don

Puter - I agree, and it's a shame because (dare I say it) the services they provide are pretty good compared to most ISP's for the same cost. It really is their support that's letting the side down. They have enough time to deal with problems because they do usually answer in a timely manner. They just don't seem to answer the right question, and as you suggested, it's almost as if they're being intentionally difficult. Oh well, hopefully Zen will prove better (my new ISP) even if they are on the expensive side and lack some of Plusnet's features.

To be fair to Plusnet, they have tonight let me know that they have sorted out my refund, which I should see on my statement within 7 days. So who knows if they read this or they would have done it anyway?

Good luck to those others awaiting a refund, I hope it gets sorted out soon.
Cheers everyone,
Geoff.