Yet another disgruntled customer.

[#1]

Thank you.
O.K. then, please go ahead and refund the LRS and remove the 8 discounts.

[#2]

No problem, due to the time of day I'll need to pick that up on Monday for you but I'll be updating ticket 75397126 when that's been done.
Adam

[#3]

No ticket update as yet?
Tick, tock.

[#4]

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No ticket update as yet?

I'm picking this up with our billing team now and I'll be updating the ticket soon for you.
Adam
EDIT: Just to say that I'm relying on our billing team to make the refund. I've had to raise a separate ticket with them (76090789) so I'll let you know as soon as that's been done at which point I'll be making the changes to your discounts that I mentioned.

[#5]

Well, it gets even better! I have seen the response from the billing bods and they have deducted four months from the total paid in July. Why is that? My previous LRS didn't finish until the end of July, so that's August, September and October (overpayment refunded) by my reckoning, 3 months. I transferred from MAAF on the 1st Aug. 2012. 12 months from then is the end of July. In fact my 'phone service didn't start until into August (17th?) because it was transferred from other than MAAF. I seem to remember being told allowance would be made for that with regards line rental so that the billing date for both would synchronise. It wasn't, but I let that one go. I don't, unfortunately for me, have the e-mailed 'phone transfer date. I have all of them except that one. The only one i have states my 'phone transfer would take about three weeks from the start of broadband service.
If the LRS renewal wasn't applied to my account, why then was line rental not added to my  bills except for 1st Oct? Particularly those for three of the alleged four months?
It really is not good enough. >:(,.

[#6]

newagetraveller,
I agree we that should have had just 3 months deducted. I'll refund an additional month to account for that.
Adam

[#7]

Thanks for that, yet another, not received yet, refund floating around the ether!
There's still the question, asked in my previous post, as to why line rental was not added to August's and September's bills if the LRS had not been applied to my account? That was the apparent reason for the line rental charge for October, so why not the previous two months? How could it apply for two months then disappear?

[#8]

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not received yet, refund floating around the ether

Don't worry, it's not in the ether, it's been processed and the funds should reach you in 7 to 10 days from today, sorry that's ended up being separate to the main bulk of what's been refunded though.

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There's still the question, asked in my previous post, as to why line rental was not added to August's and September's bills if the LRS had not been applied to my account?

We'll need to look into that for you. Bear with us and I'll make sure we get back to you regarding that.
Adam

[#9]

O.K. thanks. I should have added an "s" to refund!
"Bear with us and I'll make sure we get back to you regarding that."
I'll drop a hint in a few days as a reminder. I'm just curious to know the reason, nothing else..

[#10]

Hint/reminder!
Any reason yet concocted as to why the LRS seems to have been applied to August and September but not to October?

[#11]

Hi I'm sorry for the late reply about that, I thought we'd resolved this for you.

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There's still the question, asked in my previous post, as to why line rental was not added to August's and September's bills if the LRS had not been applied to my account?

Having looked at that further I can't pinpoint a precise reason other than that happening due to the effects of problem 77120 which is what's also caused the issues with the LRS contract. Or to look at it this way, the fact you weren't billed in August and September means it was working correctly and you weren't billed in October due to that issue.

[#12]

I haven't a clue what "problem 77120 is?
However, when it's possible for a monetary transfer to complete in seconds, why do Plusnet's refunds take so long? Ten, no doubt working, days is ridiculous.
I 'phoned my energy provider last Friday about the credit balance on my account and requested a refund. Guess what? It is in my bank account this morning. Maybe PN should contact them and adopt their system?
I'm really not looking forward to receiving my PN bill in a couple of days, I suspect it's going to be a total horses backside!

[#13]

My suspicion was correct re a horse's nether region!
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.

[#14]

"If you are however firm in your decision that you want to leave you'd need to speak to our customer options team instead"
Did that last night, another 30+ minutes of my life wasted, and the discount is being refunded - once more - and again only after my Direct Debit payment has been taken (I could, of course dispute the Direct Debit with my bank using the guarantee scheme because it's not the correct amount). So that will, no doubt, be in my bank  account mid to late November! I'm still waiting for the "extra" LRS refund to be credited. Apparently there is an elusive ticket, number 75213951, referring to that, which isn't on the list of closed tickets in my PN account?
Apparently, according to the COT member I spoke to, they are not able to release me from the "agreement", it has to be authorised by the Complaints Manager. So complaint submitted with the request to leave.
It seems that when PN breach an agreement it's a "billing error". Of course, if it were the other way round, "oh dear, I've made an error and mistakenly cancelled the Direct Debit and you will not be paid this month" would, of course be a breach of contract.
My main problem is that I'm expecting to have to go through this in a month's time and with each bill thereafter.

[#15]

Still no refund for the disputed 1 month's LRS. Now 13 days since it was allegedly issued.
22/10/2013 Adam Walker wrote "I agree we that should have had just 3 months deducted. I'll refund an additional month to account for that."