Plusnet are the worst company I have ever dealt with

[#1]

I have had a nightmare of phone calls over the last two days with plusnet ‘customer service’ and so far received absolutely no help or resolution to my issue.

I was sent an email on 17th august at 2.20pm stating that I had to pay an outstanding bill within a 14 day period. I called yesterday at 6.45pm to settle this outstanding balance.

I understand that yesterday 30th august is the 14th day in the notice period. However a notice period of 14 days must include 30th as a working day otherwise it is Not 14 days. The language in the email clearly states a 14 day period.

I was told that my balance had already been passed to a debt Collectors and after spending 45 mins on the phone yesterday and another hour this morning have had no successful resolution other than being told that the 14day period ended at midnight on 29th.

Please explain to me how you work out that 17th august to midnight on 29th is 14 days?!

It is definitely and indisputably 13 days?

You sent my bill an entire day early and have now caused me a nightmare of dealing with a debt collectors and damage to my credit rating.

I will be taking legal action against plusnet if you cannot help me to resolve this.

[#2]

@robwills1987 

It would be interesting to see the wording in the email. Is it 14 days from when the debt was due for payment, as I would assume, or does it say 14 days from when the email was sent?

[#3]

The exact wording in the email is -

‘What happens next?

You are required to pay the balance of £55.73 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.’

That clearly states that ‘within the next 14 days’ I should make my payment.

I have phone records and I have filed an official complaint to prove that I called within this time frame.

I need you to sort out this issue for me.

[#4]

@robwills1987  

Not me, I am a Plusnet customer like you, not a Plusnet employee.

I have moved your post to where it should be more visible to Plusnet billing staff.

Moderators Note

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

[#5]

I'm no legal or English expert or anything, but I'd think that the wording "within the next 14 days" could be interpreted in different ways.  Because of the "within", I'd think of it as being up to the start of the 14th day, so in that case the end of the 13th day would be the last available point.  The potential issue with the wording is at what point do you start counting.  ie.  Is the day that it was said day 1, or is it the following day?  

I'd guess (as I say I'm no expert), that it would have some legal definition/understanding and wording like that would have been through Plusnets Legal Team.

I'd have hoped that something more clear would have been communicated or at least the tiniest bit of grace period given.  I have no idea if the staff that work the forums could do anything further, but hopefully someone will be at least able to comment on this for you.

[#6]

Ah sorry! Thanks matey I assumed you were an employee. Thanks for moving the request for me

[#7]

Hey @robwills1987,

I'm very sorry to hear about your experience. I've had a look over the account and I can see that a manager is due to call you back and discuss this further, though when I've tried calling myself this afternoon I wasn't able to reach you unfortunately. If you'd be free for a call about this sometime later on today, just send me a Private Message and I'll get back to you as soon as possible.

[#8]

Hi there

Thanks for getting back to me. I would love a call about this. I was working today so was unable to take a call but I am around all day tomorrow if you are able to call again?

[#9]

Good Evening, thanks for getting back to us. I've popped Alex an email over to advise you'll be free for a call tomorrow

[#10]

Hey @robwillis1987,

Thanks for your time on the phone this evening. As discussed, I've updated the open support ticket on your account regarding this issue, which can be found here.