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I'm having a real fight to get a refund for a direct debit that has been set up on my account for someone elses service.
transcript of messages to support:
========================================
I cancelled my service with plusnet 2 months ago but I've just been billed
£16.99. Kindly inform me why you are still debiting my account for a
cancelled service.
account name #####
Your comment 10:29pm, Thursday 25th May 2006
I'm still waiting for an answer.
Maybe I'll post on the ADSL guide & ISP review forums instead.
Just give me my money back
call 07779 ***** to confirm the refund of my money
Mark Storey CSC Agent 3:24am, Friday 26th May 2006
Dear Mr jenkins,
Sorry there will be no refund you had to give us 30days notice to cancel
this ran up to may. Your account is now closed no further payment has been
taken out.
Regards,
Mark Storey
Your comment 8:15am, Friday 26th May 2006
ABSOLUTE RUBBISH
You issued me with a mac key BBIP10778665/ED11N on 11th april as you were unable to upgrade my account to 8 meg for a quoted 2 months. With the issue of this migration key, I regard my account as being cancelled.
I also called support asking if there was to be any further payments to be
taken by plusnet & was told that as I had paid for the period up until 5th
may (paid on the 6th april) on invoice 5416983 that there wouln't.
You cannot, 43 days after the cancellation of my account, justify taking a
payment of £16.99 on the 24th of may
I gave you no authoity to take this payment so with immediate effect,
refund it.
Joe York CSC Agent 8:26am, Friday 26th May 2006
Dear Mr jenkins,
Can you please provide us with proof of the payment to us in May as we are
showing the last payment you made as in April. Once we recieve this from
you we can arrange a refund asap.
Regards,
Joe York
Your comment 9:01pm, Friday 26th May 2006
Uploaded file attachment.
Name: plusnet.jpg
Type: image/jpeg
Your comment 9:01pm, Friday 26th May 2006
Attached is a screenshot of my online statment showing the diirect debit
charge for £16.99.
I expect this to be refunded with immediate effect together with some form
of compensation for my inconvenience & time taken to reslove plusnet's
error & subsequent billing issue
Michael Dixon CSC Agent 10:55am, Saturday 27th May 2006
Dear Mr jenkins,
The payment of £16.99 was not made against this account. I cannot find
another account that the payment could have been credited to. Would it be
possible for you to ask your bank for the dirct debit reference number for
this payment. From that we should be able to trace it.
Regards,
Michael Dixon
PLUSNET set up a new direct debit on my bank account on 08/05/06 reference PNET 767145-2 without my authority.. You have subsequently debited £16.99 on the 24th without my authority. Plusnet have broken the terms of the direct debit guarantee by setting up this mandate & by debiting this amount. You are therefore obliged to comply with the direct debit
authority's terms & conditions repay this amount with immediate effect.
Failure to do this will lead me to recover this amount via a small claims
procedure. I await confirmation that this amount has been refunded into my
account
Adam Kelly CSC Agent 2:34pm, Sunday 28th May 2006
Dear Mr jenkins,
This ref PNET767145-2 is relating to a different account, and cannot be
discussed on this one. You can either contact our callcentre driectly on
0845 1400 200 quoting Service ID: 767145 and we can advise you further.
Regards,
Adam Kelly
Your comment 4:36pm, Sunday 28th May 2006
FFS I KNOW IT IS . WHAT I WANT TO KNOW IS WHY THEIR ACCOUNT IS BEING PAID BY DEBITS FROM MY BANK ACCOUNT?
READ THROUGH MY PREVIOUS COMMUNICATIONS FROM THE LAST SUPPORT TICKET BEFORE YOU RESPOND IN SUCH AN UININFORMED AND UNHELPFUL MANNER & YOU WILL SEE THAT PLUSNET ARE DEBITING £16.99 FROM MY ACCOUNT WHEN I CLOSED MY ACCOUNT IN APRIL
Richard Unsworth CSC Agent 7:15pm, Sunday 28th May 2006
Dear Mr jenkins,
Fistly, please try to refrain from using all capital letters in a
response; as you will be aware, this is viewed as bad internet etiquette,
and also makes it harder for us to read and respond appropriately.
You were correctly advised in that we cannot discuss the details of
another account, unless you raise the Question on the account itself.
If you feel your bank account details have been compromised, then you must
address this with the bank; the first and most obvious step would be to
cancel the Direct Debit Instruction.
Regards,
Richard Unsworth
=================================================
David Marshall from Plusnet has now closed this support item without a satisfactory resolution
My suggestion is that you AVOID these muppets at all costs
transcript of messages to support:
========================================
I cancelled my service with plusnet 2 months ago but I've just been billed
£16.99. Kindly inform me why you are still debiting my account for a
cancelled service.
account name #####
Your comment 10:29pm, Thursday 25th May 2006
I'm still waiting for an answer.
Maybe I'll post on the ADSL guide & ISP review forums instead.
Just give me my money back
call 07779 ***** to confirm the refund of my money
Mark Storey CSC Agent 3:24am, Friday 26th May 2006
Dear Mr jenkins,
Sorry there will be no refund you had to give us 30days notice to cancel
this ran up to may. Your account is now closed no further payment has been
taken out.
Regards,
Mark Storey
Your comment 8:15am, Friday 26th May 2006
ABSOLUTE RUBBISH
You issued me with a mac key BBIP10778665/ED11N on 11th april as you were unable to upgrade my account to 8 meg for a quoted 2 months. With the issue of this migration key, I regard my account as being cancelled.
I also called support asking if there was to be any further payments to be
taken by plusnet & was told that as I had paid for the period up until 5th
may (paid on the 6th april) on invoice 5416983 that there wouln't.
You cannot, 43 days after the cancellation of my account, justify taking a
payment of £16.99 on the 24th of may
I gave you no authoity to take this payment so with immediate effect,
refund it.
Joe York CSC Agent 8:26am, Friday 26th May 2006
Dear Mr jenkins,
Can you please provide us with proof of the payment to us in May as we are
showing the last payment you made as in April. Once we recieve this from
you we can arrange a refund asap.
Regards,
Joe York
Your comment 9:01pm, Friday 26th May 2006
Uploaded file attachment.
Name: plusnet.jpg
Type: image/jpeg
Your comment 9:01pm, Friday 26th May 2006
Attached is a screenshot of my online statment showing the diirect debit
charge for £16.99.
I expect this to be refunded with immediate effect together with some form
of compensation for my inconvenience & time taken to reslove plusnet's
error & subsequent billing issue
Michael Dixon CSC Agent 10:55am, Saturday 27th May 2006
Dear Mr jenkins,
The payment of £16.99 was not made against this account. I cannot find
another account that the payment could have been credited to. Would it be
possible for you to ask your bank for the dirct debit reference number for
this payment. From that we should be able to trace it.
Regards,
Michael Dixon
PLUSNET set up a new direct debit on my bank account on 08/05/06 reference PNET 767145-2 without my authority.. You have subsequently debited £16.99 on the 24th without my authority. Plusnet have broken the terms of the direct debit guarantee by setting up this mandate & by debiting this amount. You are therefore obliged to comply with the direct debit
authority's terms & conditions repay this amount with immediate effect.
Failure to do this will lead me to recover this amount via a small claims
procedure. I await confirmation that this amount has been refunded into my
account
Adam Kelly CSC Agent 2:34pm, Sunday 28th May 2006
Dear Mr jenkins,
This ref PNET767145-2 is relating to a different account, and cannot be
discussed on this one. You can either contact our callcentre driectly on
0845 1400 200 quoting Service ID: 767145 and we can advise you further.
Regards,
Adam Kelly
Your comment 4:36pm, Sunday 28th May 2006
FFS I KNOW IT IS . WHAT I WANT TO KNOW IS WHY THEIR ACCOUNT IS BEING PAID BY DEBITS FROM MY BANK ACCOUNT?
READ THROUGH MY PREVIOUS COMMUNICATIONS FROM THE LAST SUPPORT TICKET BEFORE YOU RESPOND IN SUCH AN UININFORMED AND UNHELPFUL MANNER & YOU WILL SEE THAT PLUSNET ARE DEBITING £16.99 FROM MY ACCOUNT WHEN I CLOSED MY ACCOUNT IN APRIL
Richard Unsworth CSC Agent 7:15pm, Sunday 28th May 2006
Dear Mr jenkins,
Fistly, please try to refrain from using all capital letters in a
response; as you will be aware, this is viewed as bad internet etiquette,
and also makes it harder for us to read and respond appropriately.
You were correctly advised in that we cannot discuss the details of
another account, unless you raise the Question on the account itself.
If you feel your bank account details have been compromised, then you must
address this with the bank; the first and most obvious step would be to
cancel the Direct Debit Instruction.
Regards,
Richard Unsworth
=================================================
David Marshall from Plusnet has now closed this support item without a satisfactory resolution
My suggestion is that you AVOID these muppets at all costs