Account cancelled without notice or explanation

[#1]

On a similar theme, contacted F9 to say moving house. Told them  that I would not have access to a landline for a while, was told that I could put the account on hold for 90 days whilst I sorted a new land line. Since then realise that I have no emails (including some very important ones regarding house sale etc) so checked my account on line which now says account closing.

Called up and eventually got through, was told that account closed and all data (including emails) was deleted. I explained that I did not agree to this and mentioned the 90 days on hold- was told that they do not do this.

Was put through to a member of the Tech team who said that all data deleted, would get manager to call me within 48 hours.

3 days later no call.

Phoned customer service again, no apology, was assured that a manager would call next day.

No call received.

Phoned again today, operative assures me that a ticket/ complaint has been raised and that a manager would call. Could not give me a time (or even a day!) but pinned them down to 5pm today.

Is it usual for Plus Net/ F9 to treat customers so badly? Is it usual to close accounts without permission? Should I have been informed of  all of this before they hit the delete button?

Mark

[#2]

Moderators Note

This topic has been split from another for better visibility and to help staff. 

[#3]

Hiya @MWhittaker, 

I'm really sorry for the experience you have had and for the frustrations I can imagine it is causing you. 

Unfortunately when the account is closed there is no way to get the mail box and emails back. 

I do appreciate the points and concerns you have raised, I am personally going to listen to the call where the cancellation was done and call you myself to discuss you complaint. 

It will be between 4pm and 8pm, I'm really sorry you have been let down.

[#4]

Received a phone call with platitudes and what I heard as hollow apologies. Caller was going to go and review phone calls to PlusNet staff and obtain some screen shots from the files. As yet heard nothing back and no nearer to a resolution or accessing my emails.

Looks like I am contacting the regulator this afternoon then.

Mark

[#5]

Hiya @MWhittaker, 

I am really sorry for the experience you have had and for the frustrations this is causing. 

I did try to reach you on the 12 and sent you an email advising I would look into this further. 

I then sent you an email today, have you been able to review that? I would be happy to call you tomorrow to discuss the email further. 

[#6]

The frustration continues...

Not received any email for me to review from PlusNet even though one has been asking if I would review it. Perhaps this was sent to the closed account?

Don't appear to be getting any closed to resolving this yet.

Mark  

[#7]

I'm sorry you still haven't received a copy of the email Mark, I can assure you I have sent it to the email address provided. 

Are you free for a call today after 4pm? 

[#8]

Did get a phone call as per the last post. An apology was given for closing the account and losing my emails. Was told that when PlusNet were notified by BT that the phone line was being terminated then the PlusNet account was also closed, without referring to what I had discussed and requested with them.

It seems that there is no way of recovering any of my data or any way of putting in a forwarding address on the old email account.

The apology included assurances that staff would be made aware of the gaps in communication at PlusNet so that, hopefully, no one else would  have these problems.  

Note though, I was assured that I would receive an email (on my gmail account) confirming this. 36 hours later and still no email despite my confirming several times the address of the account. Currently I am not particularly impressed with their customer service overall.

Mark

[#9]

Hiya @MWhittaker, 

I'm really sorry that the email has not reached you, it very strange on why this is happening.  

Once the refund has been dispatched I will also send a letter to make sure you receive what we have discussed.  

[#10]

Hiya @MWhittaker, 

I just wanted to drop you a message to let you know that the cheque has been dispatched. I will check back with you in 10 working days to make sure this has been received and send the letter. 

[#11]

Have now received the cheque with a standard cover letter.

Mark

[#12]

I'm glad to hear the cheque has arrived and I will personal type up the letter of apology as well as what resolution we came to. 

It will be with you in the next 10 working days and I will come back to you here to confirm it has been posted.  

[#13]

Thanks for your patience @MWhittaker, the letter was posted yesterday for you and it will be with you in the next 10 working days. 

Please let me know if you need any further help.