[TelstraClear] Trouble disputing bill for additional usage

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lurker

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#114661 26-Feb-2013 21:05

I recently switched over to 100GB Warpspeed, up from my 40GB Lightspeed plan which was not meeting my needs after Valve changed the way Steam content was distributed. It was nice while it was unmetered but I buy a lot of games and Steam accounts for the bulk of my usage.

When I phoned on the 28th of January I had one one block excess usage on the 40GB plan. Only a few days to go until the next billing cycle (mine resets on the 3rd each month).

The person I spoke to saw that I was already over the 40GB cap so she said if I wanted she could actually put me onto the 100GB plan overnight. I'd have to wait until midnight though before it changed over. But I was happy to do that. I logged on after midnight and sure enough I had 100GB of Warpspeed usage.

Now, the way I interpreted the situation is that from midnight until the end of the cycle I was starting from a clean slate. So from that point I could download content without worrying about overusage. I unleashed my paused Steam downloads and pulled down 55GB in just a few days.

A little later the bill arrives and the 55GB has gone against my Lightspeed plan as additional usage for about $160. I am fine with paying for one block additional usage against the 40GB plan, but I do not believe I should have been charged for the 55GB at all so I am disputing the charges.

The first person I complained to on the phone said we might be able to negotiate a discounted amount for the 55GB but I wasn't interested in paying for any of it. So a review was arranged where they will analyse my earlier phonecall and deliver a verdict. I was happy with that.

Today I am told that after the review it has been determined that I was never told anything about having anything activated by midnight or getting extra cap for the month. I seriously cannot believe this.

In both my calls I mentioned that my online meters clearly show that things were arranged exactly as I say they were. Why on earth would I have been offered to move onto 100GB overnight if I was going to be charged additional usage for everything? That makes no sense at all. They may as well have kept it on the Lightspeed plan.

It seems obvious to me that they are wrong but maybe I'm missing something here, I'm really starting to wonder.

Anyway I'm being sent a recording of the call so I can hear it for myself, though I'm pretty sure of what was said.

What do you think?

gregmcc

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#770741 26-Feb-2013 21:15

Start by asking them for a copy of the recording of the call, obviously they actually have the recording as they have analized it.

Make a transcript of the call, note the facts and present them with these facts.

Looking at the 2 pictures the 1st one clearly show the lightspeed plan ending jan 28 and the 2nd picture show the warpspeed plan starting jan 29th and that you used 55GB up to the 2nd feb (you had 3 days to use 100GB)

freitasm

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#770746 26-Feb-2013 21:21

IIRC the plan is prorated. It doesn't means you start with zero and have 100GB for the next three days. It means you have around 9.9 GB for the next three days (100 / 30). The other 45 GB are "excess".

Then remember you pay the service in advance and the excess after. The Warspeed plan is prorated as well and charged to your account at the rate of one month and three days. You will see three days credit in your account for the Lightspeed plan though.

I might be wrong here but look at the numbers again.

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lurker

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#770752 26-Feb-2013 21:33

The bill shows the month in advance (Warpspeed 100G 3/2/13 to 2/3/13) with a full charge.
It also lists a partial Warpspeed charge for 2/2/13 to 2/2/13 for just a few dollars.
I'm wondering if that is part of the problem, that it doesn't start from 29/2/13 when the usage meter changed over. Perhaps the billing is out of step there.

For the additional usage it is the sum total of the 1 block off my Lightspeed plan plus the full 54 blocks from Warpspeed.

mattwnz

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#770754 26-Feb-2013 21:41

This is why I recommend getting everything in writing. Phone calls are only so useful, and many things can be missed. But do ask for a copy of the call, because if you recall them mentioning midnight, and they don't have any record of that being mentioned, they could be listening to the incorrect call.
I didn't realise they recorded all calls anyway for this type of purpose. I thought the purpose of recording calls usually was to training purposes, and not for this type of purpose. Not unless they told you at the time they were recording the call for this purpose?

lurker

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#770792 26-Feb-2013 22:47

I don't recall being told the call was for anything but training purposes but I really don't mind at all.

And a call recording is being couriered to me on a CD for me to listen to.

Having thought about it a little more I do get the suspicion that they should have had the Warpspeed billing begin at the 29th and everything would have been fine. I suspect their delay in doing this has left the Warpspeed usage billed against my Lightspeed plan.

mattwnz

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#770794 26-Feb-2013 22:51

lurker:
And a call recording is being couriered to me on a CD for me to listen to.

Thats a bit 20th century, and must cost them quite a bit to do. Would have thought it could be emailed to you, or a place to download it from.
One problem with phone calls is that they can be interpreted differently. Interested to hear how you get on.

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timmmay

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#770854 27-Feb-2013 07:55

If the online usage meter shows something different from what the bill says then I think TC should honour what their own tools say.

lurker

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#770874 27-Feb-2013 08:45

I think I've figured this out now (at least in my mind). Some Googling (and my own past history of plan changes) confirms the plans are charged prorated but NOT the usage. For example, if you update your plan during the month the actual plan cost will be calculated out so that you pay for the days under the new plan, but the usage resets completely.

So in my case I was right to expect the full usage and should not have been charged additional usage, however the usage and billing are two different systems at TCL so when they neglected to change the billing over at the same date the usage has all gone against my old Lightspeed plan.

If there is someone from TCL reading this please let me know if I'm right.

DonGould

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#770903 27-Feb-2013 09:46

freitasm: IIRC the plan is prorated. It doesn't means you start with zero and have 100GB for the next three days. It means you have around 9.9 GB for the next three days (100 / 30). The other 45 GB are "excess".

Then remember you pay the service in advance and the excess after. The Warspeed plan is prorated as well and charged to your account at the rate of one month and three days. You will see three days credit in your account for the Lightspeed plan though.

I might be wrong here but look at the numbers again.

(my bold)

As I understand it MF is wrong here.... however, the rules could have changed again since I last dealt with this a few months ago, so MF accept my apology in advance if I'm proven to be wrong...

My understanding is that the OP is correct that he should get an account reset on the morning of his plan change and he has 100Gb to use until the end of his billing cycle (as stated by him).

I agree with MF about the prorata billing. He will get a credit for 3 days of warp 40 and be billed for 3 days of warp 100.

The 100Gb is a bit of a bonus, but be warned, if you go back the other way then TCL apply the same logic in reverse, so if you get to 25 days into your billing cycle, have only used 35Gb and think "Oh, I think I'll just down grade to Warp40", then all your usage gets prorated based on that plan and you can end up being stung.

My experience with dealing with Gary (from TCL) is that they will sort it out in a reasonable way, quickly.

With respect to the call centre in Manilla. My personal experience is they lie and it does not surprise me to hear someone else complaining of these issues.

With respect to recording your calls, as someone else suggested, you are mad not to. I use 2Talk VoIP and record all our calls now. From a training point of view, this can be very helpful for providers if you just email a copy of the call to their management team.

OP in this instance I would just PM Gary with your account details and ask him to have a quick look at this, I'm quite sure you'll get the response you were expecting.

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TelstraClear

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#770950 27-Feb-2013 10:56

Hi all.

I posted in another thread about this (http://www.geekzone.co.nz/forums.asp?forumid=44&topicid=100704&page_no=14#622117)

Essentially the monthly charge is worked out on a daily basis. Because your billing date is usually different to the changeover date you may get extra data to use if you want to.

Lurker, if you PM me your account number I'll ask someone to check this out for you.

Cheers, Gary

lurker

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#770954 27-Feb-2013 11:00

Thanks Gary, a PM has been sent

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lurker

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#771055 27-Feb-2013 13:19

I've received a phonecall from TCL and I'm very happy with the outcome.
Short story is that I am not required to pay for the additional usage.
All's well that ends well. Thanks for the help Gary.
Though I hope I don't get stung for late payment next month :-)

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#771073 27-Feb-2013 13:36

lurker: I've received a phonecall from TCL and I'm very happy with the outcome.
Short story is that I am not required to pay for the additional usage.
All's well that ends well. Thanks for the help Gary.
Though I hope I don't get stung for late payment next month :-)

Happy to help! Cheers, Gary

DonGould

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#771077 27-Feb-2013 14:03

lurker: Though I hope I don't get stung for late payment next month :-)

Lurker, I haven't seen that happen, but again, if it does I would just PM Gary right away. As you've found out today, the local guys are well aware of the issues in the billing system that cause this confusion and are only to happy to sort out a reasonable solution.

Great to hear Gary sorted your other issues out promptly as always :)

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lurker

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#824855 24-May-2013 16:30

LOL, I just received the audio CD today. It's not important anymore, was just surprised when the courier dropped it off as it was so long ago.