How long to receive refund after leaving?

[#1]

Hi,

I transferred to my new broadband provider on 21/02/23 which should have cancelled my Plusnet contract.

The last Plusnet bill I received on 14/03/23 says I am in credit so I am due a refund.

Is there any timescale when this refund will be actioned?

When I login to my Plusnet account it says:
“Account Closing
Your account is closing down, so you can't make any changes to your services. Give us a call on 0800 432 0200 if you'd like to know more. Please change your email address to your new one if you have not done so already.”

I would have expected my account to have closed by now and my refund paid out?

Can someone advise please?

[#2]

@Corsa 

Did you cancel your Direct Debit? Refunds are normally repaid to this after closure else you have to wait for a cheque ito be issued

[#3]

No @Baldrick1, my direct debit is still active.

I’m waiting to cancel it once I’ve been refunded.

[#4]

14th March matches precisely the expectation for the production of the final bill - 21 days.

I do not know the expectation for the refund of any balance.  That needs a staff member to comment ... or you might chase COTS.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

• 0800 013 2632 or 0800 079 1133(from within the UK)
• +44 330 123 9197 (from abroad)
• Available...
  • 8am - 8pm Monday to Friday
  • 9am - 7pm Saturday
  • 9am - 6pm Sunday

 It would also be worth taking a look at the tickets on your account - see the link below.

[#5]

Thanks @Townman

I’ll wait for Plusnet staff to respond.

I’ve checked my account for any tickets as per your link and there’s only one to advise of my bill on the 14th.

[#6]

Hey there @Corsa how are you doing on this fine evening?

Please can you confirm if this is for Mobile or broadband?

[#7]

@willcutforth  Try reading the first post of the thread, that looks pretty clear to me.🙄

"I transferred to my new broadband provider on 21/02/23 which should have cancelled my Plusnet contract."

[#8]

Human error! I apologise for misreading it! I have raised it with the billing team to find out what is happening @Corsa 

[#9]

Hi @willcutforth, It was for broadband.

[#10]

Thanks for raising it with the billing team @willcutforth

[#11]

No worries I will check back on it for you when I am back in on Tuesday 

[#12]

It looks like they have refunded that for you now and you should get it within 10 working days

[#13]

Thanks @willcutforth

I’ll keep an eye out on it before closing this discussion as fixed.

[#14]

No worries just reply back to this if it's not received by then.

[#15]

It’s been 10 working days now (longer if the Easter bank holiday Friday and Monday are included) and I still haven’t received my refund?

The refund request was applied on 03/04/23 so I would have expected payment by now?

My direct debit remains open.