Failed Billing

[#1]

warbleeder
Paul, one of the support team managers, has lifted the restriction and reactivated your account. You should now have full access. A ticket has been raised to the failed billing team to pick up any further action.
Looks like there's a bug in the system which has created this problem. That'll be investigated and resolved separately.
Sorry for the hassle you had here.
Mark

[#2]

thanks mark but a bug in the system thats lasted 2years?
i work with computers on a daily basis and there's no excuses for this bug or any to be on going for  years
and why when i called up today did i get told i was the one in the wrong and plusnet wont be and can not lift the bar?
and as i explained on the phone this is not looking too good for plusnet with new customers
dont get me wrong the customer service is normally awesome hence the reason i stay and refuse to leave but somethings need looking at and customers need to stop been blamed some times 

[#3]

I'm not aware of the 2 year history but I'll ensure that's looked into.
The actions of the agents you have spoken with will be investigated and any education delivered in the appropriate manner.
I'm sorry we've let you down and not delivered an acceptable level of support.
Support team management will deal with the agents and I've raised the underlying issue to my colleague Karen who heads our billing team.
Mark

[#4]

could the issue of it on going since i joined be looked into and could someone let me know why please whether it be by ticket email ect
thanks again for your help

[#5]

I've arranged for Karen's team to investigate the underlying issue, identify the root cause and hopefully resolve. They won't be back in the office until Wednesday so don't expect any action from them until then. Meantime, as your account should now be functioning normally, I hope you've no further issues.
No need for further action on your part at this point.
Mark

[#6]

Hi warbleeder, the fix for the problem whereby customers cannot view their home phone calls whilst in failed billing is being rolled out this Wednesday (problem reference 65492). The fix includes 'billing' pages; I'm not 100% sure that VMBU is included without checking on our test platform which I won't be able to do until we're back in on Wednesday.
It's not clear if your browsing is totally restricted within 14 days of failing payment - you should be presented with a screen which you can acknowledge and continue browsing without restrictions. Could you let me know if this is not the case so that we can check further when we're back in the office?
Thanks

[#7]

i can brows fine... and i dont get the message when i use the net
but i can not use the member center what so ever (even when im with-in my 14 days grace) as i am now
thats what my problem was

[#8]

ooow i almost forgot to ask something
earlier tonight i spoke to a nice CSR in accounts and billing
to try and get the bar lifted
whilst i was on the phone to him he spoke to failed billing .... a little later in the call i asked him to transfer me to failed billing (reason i wanted xfer was to speak to a manager there to ask him to lift as they ave done once or twice before)
on both occasions failed billing Refused to accept my call would it be possible to give me a reason as to why they refused please?

[#9]

I couldn't give you a reason without listening to the call that was made and speaking to the agent in question. I expect that the reason was that the Credit Management team (as they are now known, internally at least!) are not on shift at the weekends - they're quite a small team compared to the CSC so I don't think they cover the phones outside of core hours. If your account has failed payment then your call should be automatically routed through to them so if you spoke to the CSC this confirms my suspicion.

[#10]

i spoke to accounts and billing to start with as i called you 01142 965198 number who the spoke to failed billing on my behalf who refused to take the call
after that i then called the 0800 number that appeared on the pay now page when i tried to enter member center when i got to speak to someone i asked if it was failed billing and was told yes
so now im slightly confused s to who i was speaking with

[#11]

Please bear in mind we have many agents who are cross-skilled and can happily deal with a failed payment query, even if they're not in the Credit Management team itself. The number you dial makes no difference as to who receives your call as all numbers are routed to our new call centre in Sheffield.

[#12]

i forget you just changed buildings to a bigger one and that Plusnet are now one instead of 2

[#13]

Quote

would it be possible to give me a reason as to why they refused please?

I've asked James Bailey, our complaints manager, to review our interaction with you throughout this episode.
From where I'm at, it sounds far from ideal and i'd like to know more about our handling of this.
Mark

[#14]

thanks mark and ben for helping me with this issue
like i said on the phone to CSR one of my concerns was that you have new members signing up every day and with this problem breaching yours T&C's it wouldnt look too good for PN
just to clarify i wont be leaving plusnet nor would i have gone to such as offcom ECT unless plusnet refused to listen to my complaint.... as this is not the case and my problem is been investigated i would not be taking any further

[#15]

Mark could you possibly give me a quick call on my land line when you are back in work please