Yet another disgruntled customer.

[#1]

I'm not sure why but that refund isn't showing on our systems after I requested it. processed that again and can now see a pending refund against invoice 42737774 sorry for the delay.

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I haven't a clue what problem 77120

Just to explain in a bit more detail we log any system or supplier related issues and 77120 is the reference for the issue that's caused the problem with LRS that you've experienced. I've mentioned this in case you need to refer to the same issue again, I'm hoping not though.

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The agreed broadband discount has not been applied to my 1st Nov. bill in spite of the assurances that it would be. I'm afraid my patience has now run out.

Understood, the last thing I wanted to see was any further issues with your billing. I'm looking into that now and will make sure that's dealt with promptly.

[#2]

I've apparently had a response to my complaint. There's absolutely nothing even resembling that on the ticket. There's just a message to say it's been replied to and been closed.
Where is the reply? All I've received is an e-mail from James Bailey stating it's now closed after a response and a link to a "how did we do" type survey.
It should be self explanatory how my answers to that have gone!
My main question has, therefore, not been addressed.

[#3]

Hi there,
That's relating to the previous complaint ticket from early October, from checking your account the complaint raised on the 1st November is still open and will be addressed in due course.

[#4]

Oh, that one! Over a month ago. Things certainly move quickly at Plusnet. 1 month + to send out a generic e-mail survey link, 40 hour ticket response time, 30+ minutes call waiting time etc..
It's a pity only a template e-mail was sent  with no reference to that particular ticket number or date.

[#5]

Just to let you know, the reason your discounts weren't applied as expected is that the total amount of the discounts exceeded the actual bill, in that circumstance our billing system won't apply them.
With that in mind I'll make sure we refund the bill when the direct debit has cleared and I'll take a look at a different strategy for dealing with this issue otherwise we'll keep hitting the same issue each time we come to bill you.
I'll get back to you again ASAP regarding that.

[#6]

I think I replied to your ticket earlier today.
Sorry about that!

[#7]

@Adam
To make sure he gets the refund in a timely manner, why can't you issue a refund against a previous cleared invoice? That way you don't have to wait for the DD to clear.

[#8]

Thanks for the suggestion Jelv, I'm not sure that's possible in this instance, if not I'll explain that to the OP when I come to revisit this.
Adam

[#9]

Quote from: newagetraveller

Oh, that one! Over a month ago. Things certainly move quickly at Plusnet. 1 month + to send out a generic e-mail survey link, 40 hour ticket response time, 30+ minutes call waiting time etc..

It's because it's a report I run once a week on closed tickets.  Tickets only close after 14 days inactivity so it's normally up to 3 weeks since the last response was received.

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It's a pity only a template e-mail was sent  with no reference to that particular ticket number or date.

I know - that would be handy.  Unfortunately I don't have the functionality to do so without manually sending about 150 tickets a week. Normally we would only expect one complaint ticket oper customer though.

[#10]

"Normally we would only expect one complaint ticket oper customer though. "
But I couldn't add to the complaint ticket from October, it was closed. So we're only expected to complain once?
" otherwise we'll keep hitting the same issue each time we come to bill you. "
I know I've quoted selectively but this is exactly why I'm not happy because I somehow knew this is what was going to happen and will continue to happen. Why does this seem to be isolated to my account? No one else has reported similar that I can see.
"Just to let you know, the reason your discounts weren't applied as expected is that the total amount of the discounts exceeded the actual bill,"
But  discounts were applied for 12 months during my first contract period except for a slight initial problem which was "fixed". How can the discounts exceed the bill? The broadband discount is less than half the Mkt 1 unlimited price.  
Everyone is still skirting around and avoiding my request - i.e. to leave without penalty. I don't want to be messing around asking for refunds every month.

[#11]

Sorry, I should point out that I was not being critical of the fact you had had to raise more than one complaint.  That's clearly our failing and not yours.
I'm not at work currently so I can't check your account, but if you're not getting anywhere I'll happily check it when I'm back.

[#12]

After all the hype it seems plus net is just like any other telco, too many customers and not enough staff to manage enquiries. FAQs is laughably awful and I do not have time to waste in the queue. No reply emails that state you are taking more of my money should be illegal. They should come with the right to question why. Why no call back option when you are less busy? Oh yeah, you don't care.
I have enough proof to start looking elsewhere.

[#13]

Hi Meadowbrook,
I'm really sorry that you've had problems getting in touch with us. Is there anything that I might be able to help you with at all?

[#14]

I've had a £14.50 refunded to the credit card account which was used to pay the LRS in July. The bulk of the refund has already been credited to the bank account from which the dd payments are taken.
Is this the refund from the 4th or the missing one from last month? If it's the one issued on the 4th then it certainly is possible to better the quoted 7 to 10 days. Otherwise it's a duplicate.
I'd hate for Plusnet to have to ask for a refund. There should be a "sarcasm" smiley here!

[#15]

Still no reply to ticket 76722941?
That's 60+ hours. What's happened to the near 40 hours stated in the support stats?
"I'm not at work currently so I can't check your account, but if you're not getting anywhere I'll happily check it when I'm back."
No, not getting anywhere near to a resolution of the billing issue. Or so it seems.