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How to Escalate query to Billings Team - I’m not a customer but PlusNet have been deducting money

Lisa789
Newbie
Posts: 2
Registered: ‎03-07-2023

How to Escalate query to Billings Team - I’m not a customer but PlusNet have been deducting money

Hello, this is my first post so apologies if this isn’t under the right heading etc.

I am writing this as I need advice on how to get in touch with the Billings Team in PlusNet.

My issue: I have started to look through my dads financials. On reviewing his credit card statement I see that he has been paying/charged by PlusNet a monthly sum of approx £30.

I have spoken to PlusNet (both their mobile and broadband depts) and as I expected they do not have a record of either my father / mother as ever being a customer. We even went back to check if previous property had ever been linked to PlusNet account. I therefore enquired how there could be a direct debit/standing order every month when there is no trace of him (name, house number & postcode)in their system. The customer service members couldn’t explain and suggested I email via their generic email and ask for this to be escalated to their Billings Team to investigate further to ensure it wasn’t a fraudulent transaction.

I have written an email and yet to receive any response from the PlusNet generic email system, which states they will get in touch within 24hrs!

I have cancelled this and raised this as an issue with his credit card provider. However, this has been going on for over a year and I’d like to establish with PlusNet if they are deducting the money and if so, why!

Can anyone help with how to contact billing team?

Thanks, Lisa
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jab1
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Registered: ‎24-02-2012

Re: How to Escalate query to Billings Team - I’m not a customer but PlusNet have been deducting mone

@Lisa789 This sounds strange. Is there any reference number against the transactions?

I will ask for this to be moved the My Account/Billing board.

John
Baldrick1
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Registered: ‎30-06-2016

Re: How to Escalate query to Billings Team - I’m not a customer but PlusNet have been deducting mone


Moderator’s Note

This topic has been moved from My Order to My Account/Billing.

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