On 30.12.2012, I paid Plusnet £125.88 for 12 months advance line rental and £10.99 first month's Unlimited Broad band and Talk Anytime International 300 Plan.
I was charged again for 1 month line rental of £13.99 in my 1st bill dated 10.2.2013.I spoke to David on 15Feb and Gemma on 22Feb. Neither resolved the issue.Gemma said a supervisor will call be back on within 4 hours.No one called back for days.
I wrote a complaint to PlusNet on 26 Feb,2013. I disputed Andy Atterbury of PlusNet's 11.3.2013 reply. I wrote another complaint to PlusNet dated 15 March,2013 to complain further.I finally got a satisfactory answer from Luke Sanderson;PlusNet complaints advisor.
The plusnet service was not good. It kept on breaking up and disappearing.We had to reset the router frequently.
My 12 month plusnet contract ended on 9.1.2014. PlusNet charged me £25.38 for my last bill. I thought this was extortionate for 3 days from 10 jan to 13 jan 2014.
I was too busy to go into PlusNet website to print all my bills. On 20th Jan, I had some time so I cancelled the PlusNet Direct Debit , making sure that PlusNet does not withdraw any more money from my account.
On 21th Jan,2014, I tried to print my last bill from PlusNet website but found that my user ID had been deleted.I spoke Nick at PlusNet customer service who said that PlusNet had issued a refund of £22.48 to come back into my account by Direct Debit. I told him that the plusnet refund DD will fail because I cancelled the DD the day before. He said it will take 3 and a half weeks before I will receive my £22.48 refund by cheque.
Yesterday (21.1.2014), PlusNet sent me an e-mail to say that my DD had failed and to use their link to go back into my PlusNet account to re-establish another DD. PlusNet deleted my ID on 20Jan. so I cannot get into my plusnet account to re-establish my DD!
So, I thought, let's end this PlusNet saga by ringing Plusnet Customer services to get the cheque refund started.
I spoke to Frank of PlusNet Customer service who told me that "by law, PlusNet has to wait 5-7 working days for my bank to inform them that the DD refund had failed before PlusNet can issue the refund."
I said to Frank, "your company Plusnet sent me an e-mail yesterday to say that my DD had failed. I am telling you that I deleted the PlusNet DD on 20.1.2014. What more evidence do you need that the £22.48 DD refund will not be returned into my bank account? ." I also said, " Do you know why I left your company? You should have calculated the correct final bill amount of £2.90(£25.38-£22.48)in the first place and only take £2.90 from my bank account. Now, you are hanging on to money that does not belong to you, making me complain about your company after I have left your company!"
I rang up PlusNet Technical dept. when I had problems with other routers crowding my plusnet signal out and I they were not much good at helping me. I ended up looking up on the internet about how to solve my problem. For the BB signal disappearing, I just switched my router off and then on. I had no faith in PlusNet technical dept.'s ability by then.
By the way , you can only give feedback and complaints to PlusNet on their website if you have a PlusNet ID. PlusNet deleted my ID on 20.1.2014 so I cannot give feedback nor complain.