Customers of UK ISP Plusnet Wrongfully Marked as Being in Arrears

Broadband provider Plusnet has blamed a “system error” after a switch of payment providers resulted in the ISP failing to collect the January 2019 payments from a small number of their mobile customers. The issue was corrected but some of those hit discovered that their credit files had been given a negative mark.

Unfortunately Plusnet has now gained somewhat of a reputation for billing errors, many of which followed last September’s troubled effort to migrate their old billing system to a “brand-new” platform (here). Suffice to say that they’ve suffered from a slew of problems since then and the ISP is now comically close to becoming an internet meme for such issues.

According to MSE, the negative marks were present on credit files from March until late May 2019 but have now been resolved. The ISP has not contacted all of those who may have been affected to apologise, although it’s noted that not everybody who missed the January payment suffered a negative mark and this should not impact their long term credit scores.

A Plusnet Spokesperson said:

“We are aware that a very small number of Plusnet Mobile customers had changes made to their credit files temporarily due to an error when we changed direct debit supplier in February. The small number of customers who had temporary changes to their credit files in March have now had them removed.

This was a result of a system error when we changed our direct debit supplier in February. It is highly unlikely that this would have any effect on them obtaining credit, but we want to reassure customers if they have experienced any issues they can contact us on 0800 432 0200 and we’d be happy to help.”

End.