Plusnet problem

[Supernova190188]

Got bit of an issue with plusnet at the moment, basically the wife rang them up to take out another SIM card, for a £6 a month contract back in September, we’ve had a lot going on these past few months and she had basically forgotten about it, the other day a letter turned up saying a debt collection agency will be collecting £95 owed to them. She rang up plusnet and got nowhere, she said that the email it was registered to she doesn’t really use and has had nothing in the post, just this letter from a debt collection agency. This is the first she is aware of it. They said they are a paperless company and don’t send out letters, just emails.
The payment had apparently failed even though it’s from her usual debit card, which it wouldn’t do.
It seems to me it’s a bit unfair that they are saying this is not their problem, it’s now totally down to the debt collection agency. And that the fact they hadn’t sent a letter mentioning the bill hadn’t been paid didn’t matter at all.
Now I’m worried this will affect credit scores etc, should we just pay the £95 debt or is there anywhere else we can take it as plusnet say it’s nothing to do with them now.

[Brainpox]

Has she now checked the email the contract was registered to? What communication has there been?

If they've made a fair effort to get in contact and the problem is you haven't monitored the email address you chose to sign up with then I'd pay the money and change the email address to one that you will see.

Edited by Brainpox on Sunday 26th January 00:09

[Beetnik]

Q: Does Mystic Meg work for Plusnet?

A1: Yes. You're absolutely right; they should know that she's registered a SIM to an email address she doesn't use and then work outside their terms and conditions to send her a letter and, if they get no response as she's someone who doesn't open her mail, then send an agent round to knock on your door.

A2: No. Pay up, learn a lesson, move on.

[Simpo Two]

It's the modern way unfortunately.

I had thousands of pounds invested with an online sharedealing service. Unbeknownst to me they not only changed their name, but any e-mails they might sent me were automatically being deleted as spam. It was only when I wondered how much the investments were worth, and went online only to find the company no longer existed, that I thought 'WTF'? It actually took some IQ to find my money again - so you need to keep awake on these things! I appreciate e-mails keep costs down but you'd think that when many £Ks are involved they could send you a fking letter!