Bullying and Intimating Customers
Hi @harrypotter4321, thanks for taking the time to get in touch and bringing this to our attention. I am sincerely sorry to hear of the experience you have had these past few months and fully appreciate the frustration this has caused. It's a shame to see the experience you've had falls below the service we aim to provide.
Prior to services being taken over by a new provider, communication is normally sent via our automated system to confirm of this takeover which in turn notifies not only yourself but ourselves too. From looking into both accounts it appears this communication was not sent out therefore, there was no prior warning for yourself or for ourselves of this incorrect takeover. I'd be unable to provide an answer as to why this did take place however I've sent it off to the relevant department for internal investigation.
In terms of the issues with your connection, can you confirm if this is still ongoing or if it has stabilized recently?
The early termination fees that were applied to the account that was incorrectly closed down should certainly not have been applied and I can see it's currently in the process of being removed as per this ticket here.
With regards to the voicemail feature, I believe this has already been addressed on a support ticket on the account, however due to your call plan of 'Unlimited UK & Mobile Calls' being stuck in a pending state, we're unable to add/remove call features until this pending call package goes into an active state. This is being worked on by our Incident Management Team but I'm unable to provide any updates with regards to a fix date.
I can see you have since been in touch with our Support Team and credits have been applied to the account to cover these call charges you've been having due to the call package not being active. As well as this, I can see you've recently raised a formal complaint - this will be assigned to a case handler and someone will be in touch with you shortly.
Once again, I am extremely sorry for the issues you have had and I hope we're able to resolve this swiftly for you and restore some faith in our service.
A warm welcome to the forums, sounds like you’ve had a tough time of it, which I hope one of the staffers around here will get sorted promptly for you.
Line slamming (or accidentally line take over) by some suppliers is legion. Do you know who was involved? Did you not receive a line take over warning email to your default email account? If you did, did you advise Plusnet to stop the take over?
I’ve had direct experience of one of the LLU jockeys slam a line, I received the slamming notice, told PlusNET to reject it, which they did promptly, only for BTw to ignore the instructions and two weeks later terminate the service regardless ... giving rise to erroneous early termination charges.
Though PlusNET acted promptly to rectify the issue, there were a few things which needed fixing afterwards. Given that the line is not used for phone calls, we did not run into the phone credit limit issue as you have.
I can well imagine that subsequently your account status might be a bit of a mess. I’d suspect that something is stopping the account option changes being applied correctly. Hopefully one of the the other wizards around here will get this fixed quickly - either @Gandalf or @Dumbledore will come to your aid - there’s not yet a Merlin on the team!
Edit: Alice responded quicker than I could type ... sounds much like I feared ... the SUs have already raised this case for discussion. Hope you are soon sorted.
Hello @harrypotter4321,
I am deeply sorry for the undue stress this will be causing you and the inconvenience this overall experience has caused.
Your complaint has been assigned a case handler and I spoken with them for an update. He has advised he is committed to get this resolved as quickly as possible. He has advised he will call you today to discuss your complaint further.
on - last edited on by
Mav
His name is [CSA Removed] @harrypotter4321 and I can ask him to update the ticket here with a time as to when to expect his call.
Moderator's note by Mike (Mav): CSA name(s) removed as per Forum rules.
Hi Need your help again
I have been bombarded since yesterday morning from the following to telephone numbers - 01351204681 and 02929264837
Messages state:
"I have been hacked by an overseas company and need to press number 1 on my key pad and it will take me directly to a BT representative who will be able to assist me. This came from the 02929264837 number
When the above call is not answered or put down during voice recording an hour later the number 01351204681 rings stating:
"Your boardband provider have tried to contact you several times regarding your account. Please contact immediately before your services will be disconnect tomorrow" ????
I have a feeling it may be a scam - can you clarify if it is or not?
Regards MBM
