Paid for a year in advance of Full Flavour's fibre, but I'm still being billed per month.

Forums › New Zealand Broadband › Paid for a year in advance of Full Flavour's fibre, but I'm still being billed per month.

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allio

885 posts

Ultimate Geek

#3092868 21-Jun-2023 09:41

I think I disagree with the posters in this thread who suggest this is nothing to worry about simply because the error was promptly fixed. If it happened to the OP, it is undoubtedly happening to other customers. Most will notice and question it and have it manually corrected, and credit to Full Flavour for the quick and helpful response in this thread, but some might not. Life is busy and I'm sure I'm not the only one who doesn't always open monthly invoices for utilities set up for autopayment. If this error is happening due to a shortcoming in Xero's billing software, Full Flavour should withdraw the ability to prepay for a year until it's fixed. It's not acceptable to overcharge until challenged on it, it simply shouldn't be happening in the first place.

HiddenChin

75 posts

Master Geek

ID Verified

#3092871 21-Jun-2023 09:48

Waiting for MyFullFlavour to respond. Clearly it wasn't fixed if OP got the full $950 charge.

It's so tantalising

Baboon

386 posts

Ultimate Geek

#3092874 21-Jun-2023 09:52

I already had my bank cancel the direct debit authorization first thing this morning. I honestly don't trust Full Flavour not to try and debit more next month, at this point. Now I'm waiting for a requested callback from Full Flavour. Should be interesting. I'm pretty unhappy.

"The surest sign that intelligent life exists elsewhere in the universe is that it has never tried to contact us."

- Calvin and Hobbes (Bill Watterson)

HiddenChin

75 posts

Master Geek

ID Verified

#3092875 21-Jun-2023 09:54

wonder if all those naysayers are going to change their tune now

MikeB4

18435 posts

Uber Geek

ID Verified

Trusted

#3092876 21-Jun-2023 09:59

I feel their (Full flavour) system cannot handle advanced payments or its a GIGO in other words garbage in, garbage out. This clearly in the FullFlavour ball court to get this right and if the OP incurred any default bank fees he should be reimbursed.

Silvrav

456 posts

Ultimate Geek

ID Verified

#3092877 21-Jun-2023 10:03

thats one of the reasons I dont do debit orders, I pay most of my stuff by autopayments set up by me or manually every month.

@myfullflavour

Baboon

386 posts

Ultimate Geek

#3092881 21-Jun-2023 10:12

No dishonour fee, luckily. My bank doesn't do that any more, after the stink raised by lawsuits over such fees years ago.

And yeah - I generally prefer automatic and manual payments for retaining control. But I'm also a sucker for avoiding fees, and the direct debit option here avoided a monthly manual credit card payment fee...

"The surest sign that intelligent life exists elsewhere in the universe is that it has never tried to contact us."

- Calvin and Hobbes (Bill Watterson)

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Dynamic

3836 posts

Uber Geek

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Trusted

Lifetime subscriber

#3092976 21-Jun-2023 12:28

I'm sorry your service provider does not appear to have been able to resolve the problem the first time around.

We've had some clients on (for example) antivirus software licenses with annual renewals and some on monthly billing, but it creates hassle having two different strategies. We're phasing out annual renewals because the small saving on purchasing annually is not a benefit due to the friction caused by the inconsistencies in client billing setup. We've decided that it is better to have one strategy and execute it beautifully than two executed in an average manner.

That's not to say that we have all of our ducks lined up, but this is an area of focus at present.

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Baboon

386 posts

Ultimate Geek

#3092982 21-Jun-2023 12:37

Well, I just had a callback (requested earlier this morning) from Full Flavour. They've apologized, and promised to look into it and get back to me. They were professional over the phone, and sounded quite genuine, and are trying to do the right thing.

So that's positive, though as I said to them just now - it's not good this happened, I'm not happy, and I repeated I'd be fine if they want to refund me less last month, and we can part ways. Which they did not take me up on.

To be fair - as they brought up in the call - the usual monthly bill is fully automated and I agree it has worked fine… up till very recently. I feel like them offering this year in advance with two months free deal, which requires manual billing input, is obviously not a fully baked process. Though I note this isn't the first year they have offered it. So I'd have expected any issues to have been ironed out by now :-( Instead I feel somewhat like a guinea pig.

Well, here's hoping it's smoother sailing from here on out. They assured me their system says I'm paid up to April next year, but come then I fully expect to be shopping around for another ISP. I don't like billing errors of this magnitude. Especially with a direct debit. It's not a confidence builder.

"The surest sign that intelligent life exists elsewhere in the universe is that it has never tried to contact us."

- Calvin and Hobbes (Bill Watterson)

myfullflavour

896 posts

Ultimate Geek

Trusted

Full Flavour

#3092983 21-Jun-2023 12:38

Well, this is quite embarrassing and there are some red faces in the billing team today!

It does appear in trying to "fix" the issue the customer had originally (per the start of this thread) resulted in an additional system-generated invoice that wasn't picked up.

This has now been sorted and we've offered a refund for any direct debit dishonour fee incurred by the customer.

Bung

6400 posts

Uber Geek

Subscriber

#3093019 21-Jun-2023 13:37

Dynamic:
We've had some clients on (for example) antivirus software licenses with annual renewals and some on monthly billing, but it creates hassle having two different strategies. We're phasing out annual renewals because the small saving on purchasing annually is not a benefit due to the friction caused by the inconsistencies in client billing setup. We've decided that it is better to have one strategy and execute it beautifully than two executed in an average manner.

I hope you are doing it more gracefully than a magazine we used to subscribe to on an annual basis. They announced the change to monthly billing just after we had paid the yearly amount. All seemed fine until we found that they'd taken the yearly sub and used that as a credit that they debited the monthly amount from. When the difference in amounts became an issue we found out what was happening. Life became too short to argue with idiots so the last month was paid and sub cancelled.

Back on topic. An offer to pay the dishonour fee that the OP has already said that his bank won't be charging is getting off lightly.

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