I need to vent this sorry episode about Plusnet, words cannot fully describe the mess they are in at the moment.
It all started when I needed to setup a new internet provider at home and I have been a customer of Plusnet before therefore I thought I knew what I was doing. Their prices were very cheap so I placed an order for their fibre broadband deal. During the order process I chose the installation date for an engineer - I had to book holiday through work to be available. The following day (4th or 5th) I received a text from Plusnet to tell me they had moved the installation date to the following week to a day I couldn't make. So I picked up the phone and was on hold for 30 minutes! Any company which is handling calls with that amount of delay are in trouble.
At that point I wanted to cancel my order and get the hell away from Plusnet. I called Plusnet again and this time chose the cancellations department and amazingly my call was answered straight away! I cancelled my order (5th) and was told by staff that I would get a refund but I wasn't told how long it would take for the refund to be paid.
4 days later I hadn't received any update on the open ticket regarding my refund so I attempted to call Plusnet to find out how long it would take. First call I was on hold for 19 minutes (9th) before I had to give up to live my life. Two days later (11th) I called again and was on hold for 24 minutes with no resolution. I ended up adding a comment to the ticket asking how long it would take to get the refund. No response.
I called again at the weekend (14th) but was told that the billing department didn't work weekends. Lucky them!
I called again (16th) and was on hold for 26 minutes. Billing department told me there is a new billing system which is causing a backlog of payments but i should wait 10 working days (from the 5th) and I was told it would be refunded back to my bank account directly.
On the 19th I called again, this time on hold for approx 49 minutes. Was told that the payment hadn't been made as I would be paid by cheque! [-Censored-]. Left arm/right arm syndrome. The person on the phone then tells me that have personally spoken to someone in Billing and my cheque payment will be expedited therefore I should expect it soon.
Roll onto today (23rd) and I call again to make sure the cheque has been sent and I'm told I have to wait 21 working days to receive my cheque! It's laughable how bad this company works - sporadic information given to me by staff, lies and false hope as well. The current update is; there is a nice man who will be calling me on Friday (26th) to let me know when the cheque will be processed. I tried to escalate to a manager while on the phone but none were available (of course)
All I want is my money and I don't think a 2 month wait for my money is unreasonable. I would imagine if someone didn't pay their bill for two months Plusnet wouldn't appreciate it. This definitely isn't treating customers fairly.
but the system has failed you! I believed that the Complaint Ticket response was amended some time back to route the Ticket directly to the Complaints team. 
I'll flag this topic to check out my assumption suggest a change if my assumption on roting is incorrect.
