Plusnet stole £300 from my mother-in-law

[Fred Colon]

I'm a bit desperate because I don't know what to do. My mother-in-laws internet and phone connection changed in september from John Lewis to plusnet but they screwed up her changeover and left her without a phone line for a few weeks and then told her they couldn't supply a phone line and then charged her £300 for the service they couldn't supply. I've spent hours on the phone to these arseholes but I don't know where to go from here. This is criminal. What are my options, I don't know what recourse we have now to protect us from companies like this.

[kentishu]

It would be criminal if they actually took the money from her without her doing anything or her having the chance to prevent them. But I doubt that's the case right?

If she paid by credit card, she could try a chargeback. I have never done it but I think it's pretty effective.

www.which.co.uk/consumer-rights/advice/how-do-i-use-chargeback-abZ2d4z3nT8q

If that doesn't work, she could try a small claim. Again I have never done it, and maybe too much trouble. But the threat may help.

www.gov.uk/make-court-claim-for-money

And finally, there's the Communications Ombudsman, who should be able to help, although it could take a while. Again, the threat might be sufficient.

www.commsombudsman.org/

All this assumes that you are in the right. It may be that Plusnet are not under any obligation to take over the contract, or they can charge if there are particular issues doing so. In which case, it's frustrating but she may just have to live with it (or perhaps change provider again). But if you are right, I hope one of those does the trick:)

Kentish

[lesj]

I find it very sad and surprising. I have been with them for nearly 15 years ,had no trouble when changing to them. and had very good service over the 15 years.

Just taken out another 2 year contract with them & was told the price has gone down.


In case you didn't know, they are owned by BT