Mark: Good morning, I'm Mark. How can I help?
Steven Luke Corner: hello i cancelled at 12th of july
Steven Luke Corner: yet i got a letter saying i owe money
Steven Luke Corner: but when i left i spoke to customer service
Steven Luke Corner: and i owed nothing
Steven Luke Corner: now its passed on to a agency apparently
Steven Luke Corner: take a look here
Steven Luke Corner: https://community.plus.net/t5/My-Account-Billing/plusnet-still-trying-to-charge-me-even-though-i-cancelled-and/m-p/1589822
Mark: Let me check that for you know. For security reasons before I can access your account I'll need to take a few details from you. As you've already provided your username, can I take the 12th & 14 characters of your password please?
Steven Luke Corner: posted more info on your forum
Mark: Let me check that for you know. For security reasons before I can access your account I'll need to take a few details from you. As you've already provided your username, can I take the 12th & 14th characters of your password please?
Steven Luke Corner: ownprox
Steven Luke Corner: username ownprox
Mark: One moment please, while I investigate this.
Steven Luke Corner: did you get the forum link?
Steven Luke Corner: https://community.plus.net/t5/My-Account-Billing/plusnet-still-trying-to-charge-me-even-though-i-cancelled-and/m-p/1589822
Mark: I've received the link, however I need to investigate this further on your account.
Steven Luke Corner: cool thanks
Steven Luke Corner: it was very surprising to receive a bill as i have not been with you since 12th of july and then to have it sent to a debt collector without 1 letter in the post before hand was a bit annoying
Steven Luke Corner: and i got told over the phone no cancellation fee's will be applyed and that i had no outstanding balance if anything their was a mistake which made you guys take money from my account up to 3 months later we solved this now the same situation seems to of happend again as now i look in my junk email i see generated bills from past my cancellation date for a service that i no longer have
Mark: I have had a look over the account and I can see that you made all the payments in the past. I'm going to send the relevant information to our Billing department to request the amount to be waived.
Steven Luke Corner: thank you its already been passed to the debt collectors
Steven Luke Corner: i spoke to them
Steven Luke Corner: they sent out a letter today
Steven Luke Corner: i have no idea why your company keeps trying to charge me
Steven Luke Corner: can you fully remove my account once dealt with
Steven Luke Corner: because its annoying its the 2nd time its happene
Steven Luke Corner: d
Mark: Our Billing department will investigate this further, they may need to send you a cheque to pay the debt collection agency, however, we will make sure that it is sorted. Unfortunately we can't completely remove the account, but it has been closed down and no other amount will be charged to it.
Steven Luke Corner: what about my loss in credit rating
Steven Luke Corner: due to the collection agency
Mark: The billing department will deal with that directly.
Steven Luke Corner: so why do i need a cheque
Steven Luke Corner: why can't they tell them directly
Steven Luke Corner: that i dont need to pay it
Steven Luke Corner: plus my bank is over 10 miles away
Steven Luke Corner: which causes me to use the bus
Steven Luke Corner: will that include bus fair
Steven Luke Corner: aswell
Steven Luke Corner: to pay the cheque in
Mark: Because once the debt has been sold to debt collection it may be the only way we can pay of the outstanding balance. You would need to pay the cheque directly the the debt collection agency. You wouldn't need to go to the bank.
Steven Luke Corner: oh ok thats fine then
Steven Luke Corner: but that will still show on my record
Steven Luke Corner: that their was a debt collection agency
Steven Luke Corner: after me
Steven Luke Corner: i sent the proof to them too
Steven Luke Corner: so maybe they will contact you
Mark: Like I've stated the Billing department will deal with that directly.
Steven Luke Corner: any idea on the eta of them dealing with it
Steven Luke Corner: because i dont like having bad credit rating
Mark: Unfortunately I can't provide an exact timescale. But our Billing department will investigate this further over the next 3 to 5 working days.
Steven Luke Corner: and they will contact me by email i guess?
Mark: That's correct.
Steven Luke Corner: thanks for your support
Steven Luke Corner: have a great day
Mark: Thanks for your time today, enjoy the rest of your day.
Info: Thank you for chatting with us.