There seems to be a problem with my account after house move but cannot get a call back

[#1]

Having completed a house move I have broadband but I keep getting emails to say I need to set up a new account, phoned up several times and am told the system has changed and someone will get back to me but no one does. This has gone on for 3 weeks now. I have had a lot of questions opened on my account but seem to be going round in circles

[#2]

Hiya @Anne6, 

I'm really sorry for the confusion over your account and for the frustrations, I am sure this is causing. 

It looks like your account has broken after we placed the house move through and we need to setup a new one to fix this issue. 

You can do this by calling our Customer Options on 0800 013 2632, as they are the best people to speak to about this. 

Opening Times:

08:00 - 20:00 Monday to Friday

09:00 - 19:00 Saturday

09:00 - 18:00 Sundays

Alternatively I can arrange a call back for you, please let me know what would be easier.  

[#3]

Further to this I have spoken with a colleague and a new account may not be needed as our billing team can resolve it.

I am out of the office tomorrow but I have took ownership of this and I will contact that team on Tuesday to give you an update.

[#4]

Hi,

after your previous message I rang Plusnet and have had a new account set up which I thought would be the end of all this but I've now had an email giving me a new phone number which I don't want.

Can I keep the number that was given to us on moving 3 weeks ago? (it is [Removed]).

Look forward to hearing from you on Tuesday.

An email response is fine

Moderators Note: Personal information removed

[#5]

Ah don't worry Anne, I will speak with the relevant team Tuesday so that I can find the best possible resolution.  

[#6]

Now I'm getting an email telling me I'm getting a new hub, don't think I need one as only just had this one recently.

All very confusing still, I did expect to hear from you yesterday.

Can I have an update please?

I really do not want a new number having just given this one out and I'm getting really fed up with how this is being handled.

[#7]

Thanks for bearing with me @Anne6 and I am sorry for the confusion. 

We have closed the new account down and left your old account open. 

I have had the issue that was there resolved and things will continue as they should. 

I am sorry for time and confusion that was caused, let me know if you need any further help. 

[#8]

Thanks that's great, I can login on my old account details but the bill amount has changed drastically, I was paying £35.17 a month now it says £50 something as my next bill, have I lost the promotional discount that I had? If so I really am not happy, I was not told that any of this would happen, I'm beginning to wish I'd just changed providers.

Also I paid £34.27 on my credit card to pay for the first month of the new account, I hope this will be credited to my account?

We do seem to be getting somewhere but not quite there yet, can you help with this billing issue please?

[#9 · Accepted solution]

Hi @Anne6, I'm really sorry about this, definitely not intentional but apologies for any concern caused. The fee taken for the new account is being refunded and should reach you within the next 10 working days. 

I've set the discounts back up on your existing one so that you'll get charged correctly going forward. 

[#10]

Thank you so much, this has all been a lot of hassle but glad we've finally got there!

[#11]

Hi I still have not received the refund that I paid for the "new account" that I did not need.

I paid it by credit card, my latest bill was twice as much so I'm assuming that was for 2 months even though I didn't have service for at least 8 days of the month we moved.

When can I expect my refund and will it be paid back to the card I paid it on?

[#12]

Hey there @Anne6 sorry to hear that. I will raise it to the billing team to find out what's going on. I will let you know when I have an update

[#13]

Any news on my refund please?

And I've just received an email telling me my latest bill for annekember1 account is ready, I thought this account was all shut down, I have no way of accessing it, no user name or password so I can't see if there are any charges on it.

This whole moving has been a nightmare I would not recommend your house moving services at all.

[#14]

Hey there @Anne6 the billing team updated the ticket on https://www.plus.net/wizard/?p=view_question&id=229349524 If you reply there, they should be able to reply back for you

[#15]

Sorry to keep asking for help, I can see the bill now which shows a balance of 0.00, and there is a-£34.27 but I have not received this money back, will it go as credit on my proper Plusnet account or back to the card I paid it on.

Thanks

Anne