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101 posts

Master Geek
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Topic # 116552 2-May-2013 13:57
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I am a new customer with Xnet and I signed up for the VFX service on the 22/04/2013.

While I understand that one normally pays in advance for such services which has a fee of $11.50/pm, I was NOT informed at the time that I would be charged $11.50 for the period from 22/04/2013 to 30/04/2013.

Since the month has ended, I have just received my invoice.

I see there is an additional charge of $11.50 on my account and I can understand this as this would be for the period from 01/05/2013-31/05/2013.

I feel this is unfair and misleading that I have been charged an entire month's fee for a period of a week?
In my view, I should be part charged for the month or the month charge of $11.50 should cover the period from 22/04/2013 to 22/05/2013.

If this was the case, I would have not signed up until the 1st? Very misleading and not indicated anywhere on their website.

I rang billing and the person on the phone was very unhelpful and told me that this is normal. How can this be normal?

Had anyone else experienced something similar with WxC?

Cheers

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3343 posts

Uber Geek
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Vocus

  Reply # 810156 2-May-2013 14:04
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It's not standard practice across the industry to be charged a full month for a part month's service.  Most providers will pro-rate in these circumstances (to align with billing dates, etc).

I'd be surprised that VFX are any different, but if it's in the T&C's then I guess they're within their rights.  Hopefully one of their reps will come on here and clear it up.

334 posts

Ultimate Geek
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WorldxChange

  Reply # 810159 2-May-2013 14:07
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Hi, 

I'll get this looked into,  don't usually deal directly with billing queries (tech response) but I believe you should have been charged a partial month + one month in advance. 

I'll raise the issue with Customer Care and come back to you. 

Thanks 
Cameron 









 
 
 
 


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3282 posts

Uber Geek
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  Reply # 810160 2-May-2013 14:07
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You might get a pro rata refund next bill?



101 posts

Master Geek
+1 received by user: 8


  Reply # 810164 2-May-2013 14:09
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Thanks. That what I said to the person on the phone and I was told no.
She said that apparently you guys don't do partial month charges? which I am very surprised about but thanks for looking into this for me.

Cheers

Cameronn: Hi, 

I'll get this looked into,  don't usually deal directly with billing queries (tech response) but I believe you should have been charged a partial month + one month in advance. 

I'll raise the issue with Customer Care and come back to you. 

Thanks 
Cameron 





101 posts

Master Geek
+1 received by user: 8


  Reply # 810165 2-May-2013 14:10
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That's what I was expecting. The unhelpful person on the phone told me that they do not do partial month charges?

Just doesn't make sense really.

bazzer: You might get a pro rata refund next bill?

334 posts

Ultimate Geek
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WorldxChange

  Reply # 810166 2-May-2013 14:12
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No problem, we definitely do part month charges on plan changes and new connections. 

I'll make sure this is corrected and investigate with the billing department as to why it happened. 










101 posts

Master Geek
+1 received by user: 8


  Reply # 810187 2-May-2013 14:30
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Thanks

Cameronn: No problem, we definitely do part month charges on plan changes and new connections. 

I'll make sure this is corrected and investigate with the billing department as to why it happened. 




101 posts

Master Geek
+1 received by user: 8


  Reply # 810365 2-May-2013 17:37
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Great service. I had a call from one of the Team Leaders this afternoon letting me know a credit was going to be applied to my account to address this issue.

Thanks guys. I was more concerned about the misleading nature of the charges as opposed to amount I was being charged but its great that they have clarified it as a mistake and will be looking into it.

Thanks

3393 posts

Uber Geek
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  Reply # 810367 2-May-2013 17:46
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Some people don't pro-rata their billing I guess. But over like $7?!







101 posts

Master Geek
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  Reply # 810371 2-May-2013 17:52
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Yea my concern was never about the $11.50 or $7 or whatever it works out to. I would have been happy to pay that. I was more concerned about the unfair nature that one has to pay the whole months fee 1 week? and hope its not happening to others.

If a company pro-rata their billing I understand as long as its made clear when someone signs up. I would have happily waited till the first of the month to sign up if it was the case.

Zeon: Some people don't pro-rata their billing I guess. But over like $7?!

3267 posts

Uber Geek
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  Reply # 810458 2-May-2013 20:20
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The guy on the phone probably got confused with termination of contract, not start/change of contract. Never had that issue in all the years I've been with WxC and plan changes. Once I was even backdated the lower price of a plan change.

Fully understand, I would also complain over the principal and not the 2x coffees.




You can never have enough Volvos!


15 posts

Geek
+1 received by user: 2


  Reply # 823679 22-May-2013 17:49
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I agree with Niel, though maybe not so much about the Volvos (sorry Niel, I know they're safe and geometrically symmetrical).  I have used WxC as a broadband and VoIP provider for maybe 5 years now and I've found their service to be better than average.

I think that with almost every company I've ever dealt with, I have eventually got somebody that is not so hung up on getting their facts straight, and it's often not a reflection of the position of the company.  I'm glad you got this sorted.  It's good that you brought it up here so that somebody else at WxC had the opportunity to follow up and correct the mistake.

I hope you enjoy the VoIP service!  I have two lines and been using them reliably on a number of devices for over 2 years now.


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