My account has been cancelled / transferred without my permission

[#1]

Is it normal for Plusnet to just cancel my account and transfer my broadband to another provider.

I haven’t requested this and I’m the only person living in the house.

A week ago today I started getting messages telling me my broadband was being transferred to another provider so I phoned Plusnet and got them to stop it. Then again middle of last week. And now today my account it being closed/transferred again and it has just gone through anyway.

I have have phoned them three times now but the staff seem useless to stop this.

can anyone help or advise me?

[#2]

@mumcleod Unfortunately, I suspect the Help Team have all logged off for the day, so none will pick this up until tomorrow morning, Who have you been 'transferred to?

It sounds very much like someone else has requested a transfer and entered wrong details, 

[#3]

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@jab1 wrote:

It sounds very much like someone else has requested a transfer and entered wrong details, 

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... and then when the transfer is reported as cancelled by @mumcleod , that 'someone else' is resubmitting the wrong details, and @mumcleod 's account goes back into another scheduled transfer.

Unfortunately @mumcleod  won't be told who the 'someone else' is, due to GDPR data protection

[#4]

Hadn't thought of that ridiculous situation, @Anonymous  - but someone else won't have been sent any details, and someone else will NOT be transferred as they expect - a total foul-up caused in part by stupid 'regulations'.

This will need EXPERIENCED staff input.

[#5]

I would hope that Plusnet can put a 'lock' on future unwanted transfer requests, which ideally can only be overridden by the consent of the account holder ?

[#6]

As it has happened - see my edit.

[#7]

@Gandalf I know you have moved, but can you wave your wand on this?