Automatic compensation not paid.

[#1]

I had a total failure of broadband and landline which took almost 2 weeks to fix.  I kept being told (when I called to chase the fix) that I would get automatic compensation as per the code of conduct.  Over a month still the fix and still waiting for the compensation.

Customer service told me yesterday that it would be showing on my bill today....guess what....no credit!!

To say I'm disappointed with the service would be a massive understatement.

[#2]

Hiya @paula3018, 

We’re quite chocka right now, so it’s taking a little longer than I’d usually like to get back to customers and I'm sorry about that.

I'm sorry for the recent fault on your service and for the confusion over the application of the auto compensation. 

I can say you have raised this to our higher escalations team and they have provided an update here. 

[#3]

My new monthly bill should be £35.14 as worked out on a new contract when moving house & it shows in my Account as £35.14. This month's bill is £39.87! What is the extra £4.73 for? No calls to a mobile seem logged - I can't find any.
I also was told I would be getting compensation for the long time I was without Broadband. Although I let you know I was moving on 1st July, I should have been connected on 5th August 2022, but it wasn't until around midday on 16th August that I was connected.
The last Plusnet person who called me said I would get compensation of £5.25 per day not connected, which I would work out 11 x £5.25 = £59.75 compensation. What has happened to that?
Not very happy. Could someone from Plusnet explain this?
Thank you.

[#4]

Hi there @Vivi-S can you send me a PM along with your username please so I can have a look into this for you?

[#5]

Finally got the compensation but only after making a complaint. Then find out that it will be for future bills only and I’m still expected to pay the current one, they won’t use the credit against it!
This is probably the worst customer experience I’ve had with any utility company, very disappointing.

[#6]

Adam Walker - How do I send you a PM?

[#7]

@Vivi-S 

If you click on Adam's name in his post above, a new page will open and on the right hand side is a grey box for private messages. Click on that and you can proceed.

Evan

[#8]

Thank you very much - first time I've done it & didn't notice the PM Box.

Vx

[#9]

@paula3018, I'm afraid that as your bill had generated before we added the credit, the payment was already pending with your bank account so we weren't able to adjust the outstanding amount, due to technical reasons. 

@Vivi-S, If you're still wanting us to take a look for you, could you PM your account username?

[#10]

Had a call this Sunday morning from Ryan at Sheffield Head Office & they recognised the problems with my Bill (wrong discount applied which should be £15.74 instead of £11.03) & compensation sorted out & hopefully resolved!! I have had a subsequent email from Ryan showing my correct bill & compensation & will be compensated + refund on wrong amount for billing in October & November, so a very good result and hope it goes ahead smoothly!

Best wishes,

Vx

[#11]

I had the same issue - had to chase it up twice to get my account credited with the 'automatic' compensation - only to find out I can't access it. It sits in my Plusnet account and gradually gets used up at £21.50 a month. So I paid out all that money for data etc, lost earnings as I WFH, and had all the hassle that goes with it and don't actually feel any benefit of the compensation. Has anyone got any experience of taking this to the ombudsman?

[#12]

According to OFCOM guidelines, a credit on the account is correct

How compensation will be paid

Unless you agree otherwise, compensation will be a credit on your bill. The credit will appear on your account within the timeframes above but may show on your bill at a later date.