Disgusted PN won't honour the email they sent me "Update to our prices"

[#1]

So yesterday I got this email with the subject "Update to our prices". In that email PN say

We hope you’re happy with your Plusnet services, but if you do decide to leave as a result of these changes then you can do so without having to pay any early termination fees.

You’ll need to give us 14 days’ notice and you’ll need to continue to pay for your services during the notice period.

I'm lucky now as I can get full 1Gbps symmetrical  FTTP so I decided to take advantage of this kind offer and terminate early. Even after forwarding Plusnet's email back to them they won't honour it. They can't see this email on my account so they claim they don't need to honour it. To say I'm not happy is an understatement.

[#2]

@Picnic I would escalate this - you have a clear offer.Would it be possible to post a screenshot of the email, obscuring personal details?

[#3]

Moderators Note

This topic has been moved from Plusnet Feedback to My Account/Billing

[#4]

@Picnic I've just sent over a private message asking for some details, please reply back when you can and I'll look into what's happened for you.

[#5]

Thank you Adam, I have replied via PM.

[#6]

Just a quick post to say this is now resolved and PN are honouring the email I was sent. Bit annoying it caused unnecessary angst but faith in the system has been restored. 

[#7]

@Picnic glad it's now all resolved. Need anything else from our side?

[#8]

Hey there @Picnic just checking back to see if you need me to do anything else?

[#9]

No thanks Will, one of your colleagues has sorted me out