SIM card never arrived billing has commenced

[#1]

Hi,

I believe I may have been the victim of fraud. I ordered a SIM card and monthly rolling contract from Plusnet in April 2022. Since then the SIM card never arrived, but the contract was activated.

I have not seen or used this SIM card at all, however I have been charged on a monthly basis until my account has been placed on a credit file in arrears.

I would like to understand why I am paying for a service that was never rendered, and why this bill has now been placed in my credit history. I would like to dispute, since the SIM card never arrived and was not activated, no service was rendered and no payment should be due.

Please let me know if there are any good ways to take this forward and resolve this dispute.

Kind regards,

San

[#2]

Hi San

If I remember correctly SIMs are automatically activated something like 3 or 5 days after they are dispatched.  Plusnet probably have no idea that you didn't receive the SIM sent for you, so would have been billing you inline with the contract that you signed up to.  Have you not been getting monthly billing emails?  It might be worth checking your junk email if you can't see them.  Did you not follow up why you hadn't received a SIM card after you'd signed up to the contract?

Staff coverage on the forums are pretty low at the moment, but someone may pick it up, possibly in a few days.  It would likely be quicker to give them a call on 0800 079 1133 and see if there is anything they will do.

[#3]

Hi @Momspaghetti 

Everything @pjmarsh mentioned is right, I'm really sorry you've not received a SIM from us though. 

I've sent you a PM, please drop me a reply with the details I've asked for and I'll get that looked into for you.

Adam

[#4]

Thanks for clarifying @pjmarsh and following up @adamwalker , I've replied to your PM

I wasn't aware of the automatic activation, will bear that in mind in the future. The billing emails were unfortunately lost in an updates folder and overlooked for months.

[#5]

No problem @Momspaghetti.  I hope Adam can sort something out for you.