Appalling service-avoid this company. Ive been with them several years and every time I went out of contract they failed to notify me despite being on their vulnerable list and then they always apologised and refunded excess payments. On benefits life is hard enough. Explaining that you cant juts have extra money go out your account given it takes weeks to get back. Falls on deaf ears. I was mis sold a package and told this month the amount would be £28.01. I believe I had paid the £6.99 the previous month for the postage and packaging and had double checked with the agent. They tried the usual talking fast.....and all the sales pitches. So when I got billed for £34.95 I was perplexed. I wrote to them on facebook-I then got a pack of baloney told. I told them if they didnt call me back Id be cancelling the 2 year contract. They rang within about an hour, the attitude of M customer agent was disgusting. He came on the phone already speaking in an unacceptable tone, admitted he hadnt heard the transcript but was arrogant to think that he was right and not prepared to accept my questioning of what I beleived to be a double payment. When i told him this wasnt the first time this had happened his response was, "Do you think it could be you then". He then tried to infer that I was trying to get the package for the same deal. He then put in black and white how I was angry after 5 times he tried to repeat the same content of his email. SO I voted with my feet. I cancelled my phone with them, and cancelled my broadband with them. No doubt they will get that all wrong too. Plusnet you didnt do me proud and you definitely didnt do yourselves proud. The piece de la resistance was the cancellations team member telling me how much he understood it must be like to have unexpected bills, then telling me he's not on benefits. Get some diversity training at plusnet because neither of you should be handling vulnerable people, causing confusion with statements like "we will repay you £10" when I had neither paid £10 excess, or telling me Id hadnt paid the £6.99 postage when I had. Dont have a clue what theyre doing and then they wonder when you get ignored why people get angry? I instructed them to cancel the contract, where to return the new unopened equipment and that was ignored. I double checked because i feared they would try to pass on the £140 bill to me. They hadnt done that either. I ca spend £600-£700 annually elsewhere and am going to. Their loss.