Disappointed by my recent experience with Plusnet. After being a loyal customer for years, my contract ended in September and my monthly direct debit increased from £34.43 to £52.54 — a 53% rise. Plusnet say they sent an email, but I never received it, and there was no follow-up to ensure I was aware of such a significant change. As a result, I paid an additional £20 per month for six months on out-of-contract rates that were not transparent to me. When I queried this, the response was dismissive, with no empathy and no willingness to review the situation. Businesses are entitled to apply out-of-contract pricing. But how they communicate changes and treat loyal customers when concerns are raised defines their reputation. I’m now leaving Plusnet and, based on this experience, would not recommend them. Customer loyalty should be valued — not quietly penalised.
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