Still no resolution to long-standing billing issue

[#1]

I am still awaiting a resolution to a billing query dating back to last year!
I was initially communicating via you web site 'Help Assistant', but that feature seems to have been removed / restricted. I have tried to email you on: support@plus.net, but had no response for a long time. Apparently a 'CSC Analyst' called me a couple of times, but I was unavailable and no message was left. Then nothing.
The original problem was that you cut off / restricted my broadband service, for about a week, because you said that I hadn't paid the monthly account fee. I have been on direct debit payments from the bank for many years, and it's your responsibility to take the payments (not mine). I checked and found that you actually HAD taken the payments. But, as a result of your service restrictions, I was unable to access your web site!
It would appear that you made a monumental cake up, and left me with little or no service for about a week. I requested compensation, in a telephone conversation with the 'CSC Analyst' as was told that would be considered.
Then it all went very quiet. For many months.
Am I satisfied?
NO!
For a 'communications company', you are extremely difficult to communicate with!
Please tell me how I can get through to someone who can resolve this matter.

[#2]

Hey there @Zardoz sorry to hear about the issues that you have had with the billing side of things. It looks like it was resolved on here

The credit was also showing up on a service notice here ! Is that the amount you were expecting?

[#3]

Well if it was resolved, that's news to me! It's certainly not resolved as far as I am concerned, and I believe that I have some say in that.
I suggest you review the telephone conversations and see if you're of the same opinion.
The credit was a very small amount, presented in a baffling way (a small positive amount, and and equal negative amount - which cancelled out).
So no, that was not the amount I was expecting (even if it was a credit). Far from it.

[#4]

Hi @Zardoz I'm sorry that you're bills are still not correct.

I can see you spoke with our HLE department late last year who confirmed everything in a ticket, and also tried to call. Due to not being able to speak with you, the complaint was resolved, however, you did have up to 28 days to re-open the complaint if you weren't happy with the outcome. As we never heard from you this has now fully been closed down. The 2 amount's you are seeing that you say "cancel" each other out, is due to this amount being refunded back to your bank account and not coming off the bill as a credit. They've not cancelled each other off, the adjustment is the advisor and the refund is the system processing the refund back to your bank.

[#5]

So, you say:

“HLE department ... confirmed everything in a ticket?”

What ‘ticket’ is that then? Presumably the one that you removed the web site link to, so I can no longer access it from my account?

And they never notified me that they had replied in this ‘secret ticket’?

How was I supposed to know?

Yes, I gather that they “tried to call...”. Didn’t really try very hard though did they?

And certainly didn’t succeed!

No message left. How was I supposed to know that?

You’re a ‘communications company’ for heavens sake. It’s a two way process (or supposed to be).

You say:

“Due to not being able to speak with you, the complaint was resolved”

What? How on Earth do you think that it’s even possible to resolve a complaint without communicating with the customer?

Why do you think I am still pursuing a resolution?

As for the ‘credit/ debit’, your explanation makes no sense to me.

If my complaint has indeed been “fully been closed down”, then I suggest that you fully open it again.

P.S. please note the title of this post.

[#6]

Here is the link to view the ticket in question https://www.plus.net/wizard/?p=view_question&id=227709964 

You can see that the case handler had tried to call you 3 times, but there was no answer and they notified you each time.

Any comment that an advisor makes on this ticket does also notify you via email as well. You can make sure you received the refund by checking your bank statement around the end of August 2022/beginning of September 2022.

[#7]

Still no resolution to long-standing billing issue - Fixed??? No, no, no ... NOT fixed.
Not in the slightest bit fixed. No.

Yes, they called me apparently. But left no message / number.
So what was the point of calling, if they didn't really want to speak to me?

All they said in the 'ticket' is that 'everything is OK'.
No it is NOT OK. I will tell you when it is.

How do you reckon that justifies saying that it is 'fixed'.
NO IT IS NOT.

I am your customer. Please LISTEN to me.

The so called 'ticket' messages also previously said:

Service Notification 5:25am, Wednesday 14 Sep 2022
Static IP component has been added to the customer's account
IP Address: 31.125.xxx.xx

Done via Workplace

Question #227592240 - Your Feedback
Plusnet Support - CSC - CS Escalations
5:25am, Wednesday 14 Sep 2022
Added components to account: 1 x 00002366 (Force L2TP Connectivity)
The new component was auto-configured.

Question #227592248 - Your Feedback

Plusnet Support - CSC - CS Escalations
5:26am, Wednesday 14 Sep 2022
Force L2TP component added as customer has a failed invoice and entered the TPAR
process.

Question #227719485 - Your Feedback
Plusnet Support - CSC - CS Escalations
11:23am, Monday 19 Sep 2022
Sent 'auto_destroy' signal to component #65925567 (Force L2TP Connectivity).

Most of which is entirely incomprehensible to me and, presumably, isn't meant to be.

In any case, it did NOT resolve the issue.
The issue of adequate compensation which I had previously discussed with your 'CSC
Analyst'. After you had imposed severe restrictions to my account for about a week. All
because you somehow got the idea that I had not paid your invoice.
My payments are, and have always been, made by direct debit.
So how on Earth do you think that it is MY fault if/when you fail to collect the payment?
And why do you think that it is OK to impose such restrictions on my service and waste
so much of my time in attempting to get it fixed. And then, refuse to compensate me?

[#8]

Hi @Zardoz, I'm really sorry you had to put up with restrictions that shouldn't have been there. 

That happened due to the incorrect billing issue, that's now been fixed so that won't happen again and we really don't see it as your fault, it's all ours. 

Please let me know if there are any aspects of the issue that haven't been resolved though and I'll be able to help. 

Adam 

[#9]

Thanks for your message.
Yes it was indeed all your fault, and I too hope that it won't happen again.
When I spoke to your elusive 'CSC Analyst' I raised the matter of compensation for loss of service and time and inconvenience of trying to debug a problem of your making.
Had you even bothered to tell me what you had actually done it could have saved me a lot of time and energy. But alas ...
I figured it out eventually, no thanks to your team.
As I'm sure that you will appreciate, most of us rely on our internet connection for all sorts of information and services.
I therefore asked your 'CSC Analyst' for three months credit on my account, and he said that he would look at that after the service was restored.
Then it all went very quiet. I tried to message via my account, but the link to the 'Support' page was gone. I emailed numerous times (to your support@ address), but had no response ever.
So here we are. Still. Over a year later!

[#10]

Thanks for messaging in on here and I'm sorry to learn about what's gone on, I've reviewed your account and left you a note here @ https://www.plus.net/wizard/?p=view_question&id=237195150 if you want to take a look. Please reply to that ticket and let me know on here when you have. Thanks

[#11]

@Zardoz - Hi, just to let you know that I gave you a ring to see if you were happy with what I said on the ticket. I'll try you again tomorrow. Cheers

[#12]

I have you a ring but I missed you, when's best for me to try again? Thanks

[#13]

@Zardoz Hello, I've tried a few time to get hold of you and resolve your complaint but I haven't bene able to. If you want to continue the complaint feel free to message me back a good time to ring you again. Thanks

[#14]

Re: Question 237195150 has been closed (so your email says ...)

NO, NO, NO, NO, how many more times!

You do NOT resolve an issue by not communicating with me and then 'closing' the issue, just because it's inconvenient for you.
Rest assured that I will tell you when the matter is resolved. For now, it is NOT.
So please 'open' it again, and don't 'close' it til I say so.

I appreciate that you have tried to call me a few times but, unfortunately, not at convenient times.
I should not be expected to drop everything else, wherever I am, to discuss this.
I've lost count of the number of times I have tried to contact you via your 'Help Assistant', email, phone, and now my only option seems to be via a public forum.

If you want to call to discuss this, I expect to be available between 10 and 11 a.m. tomorrow (Friday 6th).
Possibly also later, but I can't guarantee that.

Thanks for your assistance.

[#15]

Thanks for your time on the call and I've actioned the things we spoke about, feel free to have a nosy at the ticket here @ https://www.plus.net/wizard/?p=view_question&id=237195150