Plusnet customer shocked as he’s branded ‘Mr C***’ when asking to cancel
Furious customer complained to the broadband giant and obtained a tape recording of the vile comment
A CUSTOMER service adviser has been fired for calling a client “Mr C***” when he asked to cancel his Plusnet contract.
The insult came after Kevin Knott was told his plea to change a direct debit date was impossible.
Mr Knott, 40, then asked Andrew Heslop to transfer his call to the cancellations department.
As he was put through, Heslop told him: “OK Mr C***, I’ve got my colleague Maddie on the line now and she’ll help you with your cancellation.”
Furious Mr Knott, of Blackburn, complained to the broadband giant and obtained a tape recording of the vile comment.
Kevin can be heard replying “Mr What?” before the call is transferred.
Today Mr Knott said: “I can’t believe he used the C-bomb!”
Plusnet - slogan "We'll do you proud" - claims to have award-winning customer service.
Plusnet manager Alexandra Devine apologised to Kevin and described the call advisor’s behaviour on 17 August as “absolutely unacceptable.”
Most read in exclusive
She said: “I can confirm the call has been listened to by myself and that the allegations you’ve raised are correct. The advisor’s behaviour is absolutely unacceptable and I’m very sorry that you have had this experience.”
Plusnet apologised and offered him £250 plus six months’ free internet. It confirmed Heslop has now been sacked.
A spokesman for Plusnet said “We believe in doing the right thing for our customers and would like to reassure Mr Knott that this case has been taken very seriously.”