I have a dispute with Plusnet , going back to Nov 2015. The complaint has been very drawn out by them and focusing on the wrong thing. A breech of contract occurred by them but they focused on cancellation charges. As of 17 March 2016 this is now under adjudication by CISAS. (ombudsman) However the process ended abruptly. Going from "we are sorry its taken so long" (22/2/16) then a few weeks later "we have passed your debt to a collection agency" and added 25% to alleged bill (5/3/16) which prompted me to prepare a claim to CISAS. The wording from the agency letter 24th March "we have been instructed by BT Plusnet to collect the above outstanding amount" My confusion arises from the payment options of the agency all of which appear to point to them as receiver of money except the cheque option which is made payable to BT Plusnet. Plusnet themselves has refused contact mail/phone directly after the sending of the debt agency notification letter. I have not made further attempts to contact Plusnet while CISAS is investigating. To me it sounds like the alleged debt has been sold on but the wording and BT Plusnet been listed as Payee seems to contradict that. I am unsure of the best action, should I forgo the usual route and just inform the agency that the matter is under investigation by the Ombudsman ? Any advice welcome, my knowledge of law is minimal.