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01EG

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#11803 12-Feb-2007 17:31
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Hi,

Just got the January bill and charged for local calls(Wellington), will give a call to the support.

Did anybody get a same thing?

Cheers

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grant_k
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  #60544 12-Feb-2007 17:37
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Yep, I got exactly the same thing except in my case the local calls were for the Auckland area.

I talked to WxC Customer Services this morning and they assured me that ALL Local Calls will be credited off next month's statement.

Apparently this was a glitch that occurred when some software that was supposed to delete the local calls failed to do so.

01EG

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  #60545 12-Feb-2007 17:38
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Thank you Grant, good news. Smile

 
 
 
 


01EG

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  #60547 12-Feb-2007 17:45
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Very strange, I got different story from the support. Guy told me don't use area code, but I never use. He didn't want to listen me, just keep saying "Don't use". Frown

grant_k
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  #60548 12-Feb-2007 17:52
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The guy you were talking to is getting confused with WxC's regular TOLLS service over standard phone lines in which case his advice is valid:  If you dial the 09 (or in your case 04) code before the local number, you WILL get charged for the call.  This is a long-standing (since approx. 1990) limitation of Telecom's Toll Redirection service and because it makes money for the Telcos, nobody has bothered to fix it.

However, in the case of VFX, that advice is incorrect.  It is optional to dial 09 before any calls made to the entire Upper North Island.  VFX is normally smart enough to only bill you for the calls outside your free calling area, and not charge you for the others.  Whether you dial an area code (or don't) before your local numbers, it makes no difference at all to VFX.

Don't worry, it will all be sorted on next month's statement.

maverick
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WorldxChange

  #60660 13-Feb-2007 12:39
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Hi Guys,

I have been chasing this up this morning, only some accounts may have been affected by this and it's to do with account setups and a process for checking local rateable calls and non rateable calls it's a little bit complex to explain it all. Rest assured however any local calls will not be charged and you will be credited if they do appear on your bill, I understand that it does however cause you an inconvenience for which I apologise, we are working hard on a new billing system and unfortunately there are occasional billing issues whilst we develop this, our goal is make these less frequent and we will do our best to fix any issues, however do please bear with us on this. 
 
Regards
Phil Moore
Operations Manager
WorldxChange Communications




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

grant_k
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  #60662 13-Feb-2007 12:44
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Thanks Phil, It's good to have the situation clarified Smile

01EG

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  #60664 13-Feb-2007 12:51
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Thanks Phil for explanation.

 
 
 
 


crichton
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  #60688 13-Feb-2007 16:18
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Ever notice the odd phenomenon that phone company billing errors are always in their own favour?

Could be a good little earner - how much interest do they get on all those overcharges that sit in their bank account instead of ours?
No doubt we'll get our share of those earnings credited to our account next month as well as the credit for the overcharges???

Or they could  clear it up immediately by cancelling invoices already issued and sending new invoices before we pay / before we are direct debited?



maverick
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  #60693 13-Feb-2007 17:18
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crichton: Ever notice the odd phenomenon that phone company billing errors are always in their own favour?

Could be a good little earner - how much interest do they get on all those overcharges that sit in their bank account instead of ours?
No doubt we'll get our share of those earnings credited to our account next month as well as the credit for the overcharges???

Or they could clear it up immediately by cancelling invoices already issued and sending new invoices before we pay / before we are direct debited?




Under no circumstances do we attempt to over charge customers and it does occur both ways except generally you will never hear about it when it works the other way, numerous calls are written off or given credits before the Invoice is actually sent, occurs mainly during our month end rollup processes due to the complexity of some calls and call records.

Canceling an Invoice and reissuing is generally not really an option due to our internal processes




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

sbiddle
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  #60696 13-Feb-2007 17:38
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crichton: Ever notice the odd phenomenon that phone company billing errors are always in their own favour?



Are they? Over the years I've had numerous instances where I've been undercharged by telcos or not charged at all for services. Unlike overcharges however you don't often here people complaining about being undercharged.


TinyTim
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  #60732 14-Feb-2007 07:34
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sbiddle:Unlike overcharges however you don't often here people complaining about being undercharged.


People just hold their breath, cross their fingers and hope no one else notices.




 

grant_k
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  #62494 1-Mar-2007 22:33
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Others may remember that the January VFX bills included charges for all local calls...

Yet when the corresponding Direct Debit came out of my account, I was pleased to notice that a lesser amount was deducted than that shown on the bill. Presumably the difference is those local calls which have now been credited.

Nice one WxC Smile

johnr
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  #62497 1-Mar-2007 22:40
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Grant17: Others may remember that the January VFX bills included charges for all local calls...

Yet when the corresponding Direct Debit came out of my account, I was pleased to notice that a lesser amount was deducted than that shown on the bill. Presumably the difference is those local calls which have now been credited.

Nice one WxC Smile


Thats good service

crichton
111 posts

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  #63581 13-Mar-2007 15:13
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Well now we've got the February bill and still there are charges for local calls! 
How long does it take to switch off charging for calls with area code same as your area phone number's area code?

maverick
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WorldxChange

  #63585 13-Mar-2007 15:24
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crichton: Well now we've got the February bill and still there are charges for local calls! 
How long does it take to switch off charging for calls with area code same as your area phone number's area code?



Actually it's not that simple, it will also depend on your account type, Commercial or Residential, Residential are free Commercial accounts are not, please phone in to customer care and they will sort it out and also check what type of account you are on , which could be the problem...a lot of accounts were checked for local billing this month and all appeared okay, if yours is not we will take a look and see why 

Update
I actually just checked your account and yes you are set up as a commercial account so this is why local calls are billed, if you are not a commercial customer please ring in and discuss with the customer care staff.




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

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