Compensation for NO services.

[#1]

This is such a long on going head ache. I lost my broadband services 17th of Nov 2023, was reported straight away, fault was service providers end, as my router had blue light, the session was "hanging" and tech team unable to cut the session, after a lot of time on the phone for 4 days straight I was told to tether my mobile internet to be able to continue with the study and online work I have to do (student nurse!) to cut all the frustrating its out basically I ended up with a mobile phone bill of £93 my bill is usually £23 a month, loss of £120 earnings, and was told it  turns out I am entitled to 17 days worth of compensation still waiting for this money back, instead Plusnet cancel the services, and pass the contract om to a debt collector with in a day or so of telling me I'm entitled to this compensation! I have since had to take out a new contract with Plusnet to just get back online asap so another payment of £25.99 to Plusnet on top of them cancelling the services and trying to charge me early termination, and costing me loads for mobile tethering, really disgusting treatment in a time when my income is limited due to my studying as well. when does the compensation for the loss of services get refunded and how are you going to refund the money when i cant log in to the account that has triggered the refund because Plusnet have closed the account? 

thank you for taking the time to read this long message, Jo

[#2]

@jowalker45 

In my previous experience, and AFAIK it hasn't changed, you don't actually receive a refund back to your bank account, or anything like that.

What has happened for me in the past is that the compensation has been applied to my account as a credit, which meant that either my next monthly Direct Debit payment was reduced, or I didn't pay anything at all that month.

[#3]

@jowalker45 I've escalated your thread for more visibility and to hopefully get one of the Plusnet staffers to take ownership and resolve the situation.

[#4]

they will not be able to add credit to my account as its been closed down so was told that they would have to issue the refund as a payment to my bank, I am owed 17 days @ £9.33, even if they were able to add this to my account as a credit it would work out more than what was left of my contract, so they would still actually owe me money, 

[#5]

k you, I have been trying to get this resolved every day since they decided to cancel the contract with out informing me, the first time i heard they had cancelled it was when a debt recovery lady contacted me to ask for payment due to early termination, I explained to her that I hadnt terminated to which she told me they were going to hand the debt back to plusnet ass unfair.

[#6]

Are you saying that Plusnet cancelled your services without warning, and then charged you an early termination fee? And then got a debt recovery company to chase you?

[#7]

Hi ya yes that is exactly what I'm saying plan so no compensation needs to be paid? I have all the messages back and forth to them and all calls recorded

[#8]

@jowalker45 I understand one of the Plusnet staff has been in contact via PM (Private message). Have you respomded to that?

[#9]

Hi ya Yes I have replied thank you