Getting Charged For A Service I Have Not Had Since November ??

[#1]

Hi,

So I joined Shell Energy Broadband in October last year and the service became active November 6th. I got the usual email that they would take care of everything unless I was on cable which I wasnt I was with Plus Net.

I get an email in December from PN in December saying I owe £40+ for their service which I replied to saying I had changed provider. Then I get another email say in I owe more.

I called PN and they said that they would cancel the service from Feruary 5th but I had to now pay their bill. I explained the sitution and the gentlmn said there was nothig he could do as they had not been told by Shell.

I spoke to shell they said there must of been a computer glitch as they would of  cancelled it. They could not do anything without proof from PN.  I cant get proof from PN as they don't do email for gods sakes what a joke.

Today I get an email (which they don't do) from PN telling me I owe £108.

Any ideas please

[#2]

Hi @tiler

I assume you have invoices from Shell for your service (maybe you have to log into Shells website and download them).

Does the first invoice show the start date of your services with Shell?

If so raise a compliant with Plusnet and attach the Shell invoice as proof you are no longer their customer from the date shown on the Shell invoice.

https://www.plus.net/help/legal/complaints-code-of-practice/

Regards

Richard

[#3]

@tiler   did you change to a like for like service?

Or did you upgrade to a full fibre service?

[#4]

Oddly enough I've been deleting old Plusnet bookmarks

What number did you call when you spoke to Plusnet?

If it's the generic 0800 432 0200

Try 0800 013 2632

[#5]

Moderator's note(s):

Thread moved from Broadband to My Account/Billing.

[#6]

Shell Energy broadband got taken over by Octopus at the tail end of last year.

https://octopus.energy/shell/

I think (but this is just pure speculation) that there's been some problems which have filtered out into everday peoples' lives.