Plusnet and Moorcroft Stupidity ***Resolved by Plusnet***

[sillygirl1]

After telling Plusnet back in July I didn't want their services as I had a better offer from O2 they have been very very bad.

 

They did NOT disconnect the phone line as instructed when I ceased the broadband, they added a £25 disconnection fee despite the fact that I was out of the old annual contract and had NOT agreed to the monthly contract and they could not meet the 6 months free broadband that O2 were offering.

 

Added to this the MAC code they gave me had an issue and I had to keep going back betweeen O2 and Plusnet to try to get it sorted out - as I have a reasonable level of technical knowledge I know this was a 'ruse' to get me to stay with them. They did offer a reduced package price but I said no.

 

As a direct result of Plusnet messing around I went with Virginmedia as I had the wiring already there - because of this Plusnet said I did not migrate and therefore they would charge me continually until I gave a 'clear instruction' to discontinue - er, isn't asking for a MAC code and saying 'cut me off the day after this is invalid' not clear enough?

 

Also one of their employees who has been dealing with this has lied, [edit] said he would faithfully phone me back and get the debt back from Moorcroft and get the right amount for me to pay - ie the call and line charges up to the date that I discontinued the broadband service in July. This he did not do - I received a series of 'lying' emails saying that they had tried to contact me and that I was not going to pay the bill.

 

I have written in a couple of times and had no reply - I really am at the end of my tether here, having been on basic JSA since March and struggling to find money for heating and eating, let alone inflated bills that should not have occurred.

 

All I want is for somebody senior from Plusnet to listen to all the calls I have made to them over the period from June when I experienced problems with the modem (for which they tried to charge me as well - despite the fact that I cannot receive the service any other way!) and the continual calls with various employeees of the company, especially with the employee [edit] who kept trying to cover himself.

 

I have always stated I am aware I am liable for the call charges, and for the line rental to the day the Broadband was disconnected but not liable for any other charges, costs etc.

 

This has taken a lot out of me trying to deal with a relatively small bill, but the knock on consequences are great, let alone the fact that my credit rating, not great at the best of times, has probably been unfairly tarnished by this lot of incompetent people.

 

A complaint is going to Ofcom today about this farce, as well as various consumer programs.

 

All I want is a bill that correctly reflects the call charges and line rental to the day I ceased using the Broadband. It really is that simple.

 

As for Anthony from Moorcroft who said that they had had the bill since 1st November and were not aware of any dispute and that he would put it on hold for two weeks - well here is the story I said I would post on CAG - at which point he ended the call!

[Guest Joanne Pilson Plusnet Digital Care Team]

Hi sillygirl1,

 

I'd be happy to investigate this further for you. If you could send me a personal message with your username I'll look into it.

 

Joanne Pilson

Plusnet Support.

[kurvaface]

Hi Silligirl,

 

Did you record the calls or pehaps if not, Why not do a SAR? I remember the way Plusnet tried to conn us into a phone / internet package a few years ago and it sounds like they are still up to the same old dirty tricks!

Edited December 12, 2011 by kurvaface

[sillygirl1]

Calls have been recorded so there is no need for a SAR, it is getting somebody senior their end to LISTEN to the calls rather than just look at the account details that is part of the problem.

 

Also they keep raising queries on the account - an account where I cannot log in to see the details....

 

SARing is not necessarily the best way to deal with a fairly recent complaint of this nature - it is more for older accounts and accounts where you don't have very good personal records of who/what was done. Waste of money in this case.

[kurvaface]

Well, in the knowledge that you have their incompetance recorded and are now publishing this probelem online, it will be interesting to see not only how long it takes them to remedy this problem, but also what kind of additional good-will gesture they make to you too. I think at this time of year a good company uses nice vouchers for this purpose .

 

As for plusnet's dealings with moorcroft, it is only fair for a business to outsource what can be the expensive business of account collection but the company that is chosen should reflect the ethos and roots of the creditor.

 

Plusnet choosing Moorcroft says much about Plusnet and confirms my view that they are not a decent company.

[sillygirl1]

Exactly, they don't like to look over their own dirty laundry so farm it outside, thereby keeping their accounts nice and tidy as well. My years as a Director Level secretary taught me to double check the annual accounts for odd bits of info otherwise missed.

 

Hopefully the person who raised the query on my account to day will sort out why I cannot log in - or maybe they blocked me due to me complaining?

[sillygirl1]

Some progress has been made, awaiting their promised email confirming details.

[MARTIN3030]

Hi sillygirl1,

 

I'd be happy to investigate this further for you. If you could send me a personal message with your username I'll look into it.

 

Joanne Pilson

Plusnet Support.

 

 

Joanne welcome to the site.

Thanks for offering to resolve our members issues,we look forward to them reporting that you have been able to sort this.

 

SG-please keep us updated here.

[sillygirl1]

Conclusion has been reached, satisfactory in that alleged debt was a lot less than original passed to Moorcroft. Debt now taken back from Moorcroft and written off....

 

Email confirmation received of above and will be filed for future reference.

[MARTIN3030]

Excellent.Will add to thread title in recognition

[silverfox1961]

Not too shabby eh!

Less than 7 hours between posting and resolution. Lets see VF beat that

[sillygirl1]

It did take 7 months to get to this stage though, my patience wore very thin with them.

[MARTIN3030]

We dont see many complaints here about Plusnet .

I noticed today we already have a registered member from Plusnet dealing here for some time.

Their awards for 2011 are quite impressive too.

 

http://www.plus.net/residential/awards.shtml