How to lose customers and alienate people

[#1]

One of my referals is a lady in her eighties. Her bank screwed up and lost all her direct debits. Most of the utilities managed to cope with it.
Before I was able to intervene, Plusnet set a debt collection agency on her. She was understandably mortified. Result; Plusnet lost a good customer without trying, and I lost a referal.
So unnecessary.

[#2]

That's disgusting. PN will be getting the same reputation as TT the way it's going.

[#3]

One would hope that they wouldn't sink that low.

[#4]

Hi there,
Something sounds odd here, we don't send debt to a recovery agency unless it's been outstanding for quite a while (the exact timescale eludes me at the moment). We can also make arrangements for circumstances such as this it we're told about it. Can you PM me their username so I can see what's going on here?

[#5]

PM sent. Thanks, Mark

[#6]

Thanks, I'm taking a look now. Obviously I won't be able to respond with any details or info from the account here but I'll certainly see what happened.