Renewed contact and being charged out of contract rates

[#1]

Just received this SMS from Plusnet

We haven't received payment for your monthly service - please login to pay now https://www.plus.net/pay

Logged on to be greeted by

Not happy!   What else can go wrong?

[#2]

@SammyM 

I did have a DD setup after the first [-Censored-]-up with my bill.

This was done on the phone as I was unable to do it online myself.

What happened to this?

[#3]

Hey there @shelfhx Sammy is out of office, do you want me to pick it up in her absence or are you happy to wait until she gets back on Monday?

[#4]

Monday will be fine, thanks @willcutforth 

[#5]

HI@willcutforth 

Apparently it can't wait.  Have just received three more SMS messages.

We haven't received payment for your monthly service, your service is now restricted. Please phone 0800 077 8488 to pay

Important - your Plusnet account will soon be closed due to payments outstanding. Please phone 0800 077 8488 to pay

We haven't received payment for your monthly service - please login to pay now www.plus.net/pay

All a bit intimidating and threatening, given the issues were all caused by Plusnet!

Is this really how a company should be behaving?

[#6]

@willcutforth 

This is getting beyond a joke now.

and where exactly does the outstanding amount come from

All this in a matter of hours, after Plusnet failed to take the Direct Debit!

[#7]

@shelfhx I've just had a look through and I have never seen such a mess with sending notifications and emails within a few hours. There is clearly some issue in the background that is causing this. I'm going to get a colleague in the billing team to explain this to me. I will be back, I am so sorry about this.

[#8]

So basically something has happened that has broken the account. Something from the billing side. We are going to need to actually set up a new account to sort this out once and for all for you. 

Would you be free for a call at all so I can pop you through to our sales guys to set this back up or not? If not you can give our guys a call on 0800 013 2632 they will be able to advise. Their opening hours are: 

Monday - Friday 8am-8pm
Saturday 9am - 7pm
Sunday 9am - 6pm

If you have issues with getting through to them, send us a reply and we will organise a call back.

[#9]

Thanks for the update.

I'm currently at work, but I'll give them a ring, if that's what I need to do.

[#10]

That's what I would do and they will be able to sort it from there. Let me know what they say though.

[#11]

Just tried dialling 0800 013 2632 and I get 'the number you have dialled has not been recognised'

[#12]

Can't dial any number on my landline. . .get the same message for everything.

This just gets better and better!

[#13]

We are going to need to actually set up a new account to sort this out once and for all for you.

@willcutforth be aware @shelfhx has been around for some while judging by the forum profile. Any legacy services such as email , domain hosting and referrals, will they get lost on an account change ?

[#14]

Thanks @MisterW 

That's a very good point. . .I do have email and both www & cgi sites which I do make use of.

[#15]

A good 14 years on this forum. So, all your components will be removed however, this is a very unique situation so I am going to see what we can do to stop these. I will email my team leader just to see what we can do and get my colleague to drop you a message tomorrow. I finish at 4:30 today.