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Topic # 78932 10-Mar-2011 13:01
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Telecom overbilled my account last month (before the earthquake). At the time, they said they'd give me a credit, and reduce my direct debit by the overbilled amount. 

Just got my new bill , and they reduced my direct debit, but, not given me a credit.  This resulted in my direct debit not covering the entire invoice amount. 

The new bill now includes $11 late payment fee (even though I pay by direct debit every month), and , does not have the credit they were supposed to give.

I phoned them, and the play a answer phone message that they are not working due to the earthquake. 

This is not really good enough, so I phoned again took different options in their telephony system and managed to speak with someone. 

It does not seem good - she took my name , and said someone would call me to sort it out next week - I'm not optimistic though.  

I understand the difficulties of the earthquake , it is annoying though when they should have fixed this properly in the first instance.


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  Reply # 447269 10-Mar-2011 13:26
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What's the big deal? From what you've said it's pretty obvious what's happened. Since you pay by DD, I can't see the late fee being disputed. They'll sort it out in time.

They haven't cut your services, have they?



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  Reply # 447298 10-Mar-2011 14:21
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It's not a big deal for me (apart from the fact they shouldn't have stuffed it up in the first place).


But, Telecom are not answering queries about billing errors.

Maybe you are a rich guy and afford all your bills - but, I bet there are people not quite so wealthy, and Telecom is unable to resolve billing disputes due to the earthquake.




 
 
 
 


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  Reply # 447316 10-Mar-2011 14:55
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I personally think your post/rant is a bit premature - you haven't even given them the opportunity to call you back yet before making this post.

Have some patience, I'm sure it will be sorted in due course. It obviously is an error on their part, but mistakes happen, the earthquake hasn't helped, give them a chance to get it sorted.

Oh and I forgot to add, if you've said that "it's not a big deal to you", why did you even bother to start this thread in the first place? A disaster of this magnitude is unprecedented in modern NZ so just give them a chance to sort out more important issues first. Posting about such a small error (on the scale of things) to your bill is a bit ridiculous when there are so many more people far worse off than you right now.




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  Reply # 447321 10-Mar-2011 15:05
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corksta: I personally think your post/rant is a bit premature - you haven't even given them the opportunity to call you back yet before making this post.

Have some patience, I'm sure it will be sorted in due course. It obviously is an error on their part, but mistakes happen, the earthquake hasn't helped, give them a chance to get it sorted.

Oh and I forgot to add, if you've said that "it's not a big deal to you", why did you even bother to start this thread in the first place? A disaster of this magnitude is unprecedented in modern NZ so just give them a chance to sort out more important issues first. Posting about such a small error (on the scale of things) to your bill is a bit ridiculous when there are so many more people far worse off than you right now.


Hmmm, not sure you get the point.    

What part of 'not a big deal' do you not get? 

I was trying to highlight that telecom are out of action when it comes to resolving billing disputes.    I thought it was of interest to some maybe.

[Moderator edit (MF): no name calling in this forum]

 

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  Reply # 447332 10-Mar-2011 15:25
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Your original point was that you're not optimistic that it will be sorted and that it shouldn't have happened in the first place.

Now you're saying you're trying to highlight that Telecom are out of action when dealing with billing disputes.

I'm sure this group of people would be working if they could be, maybe you haven't fully understood the impact this earthquake has had on Telecom.




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  Reply # 447452 10-Mar-2011 23:24
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just be patient, telecom will sort it out when they get round to it. i had a similar problem with swapping plans, and they fixed it up the month later with a credit to my account




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