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Topic # 13403 8-May-2007 16:48
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Hi everyone,

Is anyone else having reoccurring billing issues with international calls?
It seems like every call I make to Austria over the last two months is being billed as a cell phone call.   
I have been spending a bit of time with support last month but this does not seem to go away, so I suspect it is a technical problem with VFX. All the other countries I call seem to be fine.

cheers

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  Reply # 69945 8-May-2007 17:13
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PM me the details please and I will take a look




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  Reply # 69951 8-May-2007 18:14
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I get billing issues for any tolls that I make....  be it national, international or mobile. The first month this happened I spent a bit of time on the phone to there CSR's, they assured me the issue was resolved and I would be credited the excess.  I'm pretty sure I never got credited, and the next month it was still wrong, I contacted them again, they said they would have to get back to me, they haven't...  I PM'd Phil and asked if he could follow it thru.

At the end of the day, its not like it is costing me heaps for the line rental...  but still something there CSR's seem to struggle with... :)

Cheers

David

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  Reply # 70002 9-May-2007 06:35
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thoreau: Hi everyone,

Is anyone else having reoccurring billing issues with international calls?
It seems like every call I make to Austria over the last two months is being billed as a cell phone call.
I have been spending a bit of time with support last month but this does not seem to go away, so I suspect it is a technical problem with VFX. All the other countries I call seem to be fine.

cheers



Argh okay, from your post I believed this was call was being charged as a New Zealand Mobile call, but the number range we have is billed as a special service, I will let our customer care person you are dealing with handle this.




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  Reply # 70003 9-May-2007 07:07
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Unison: I get billing issues for any tolls that I make.... be it national, international or mobile. The first month this happened I spent a bit of time on the phone to there CSR's, they assured me the issue was resolved and I would be credited the excess. I'm pretty sure I never got credited, and the next month it was still wrong, I contacted them again, they said they would have to get back to me, they haven't... I PM'd Phil and asked if he could follow it thru.

At the end of the day, its not like it is costing me heaps for the line rental... but still something there CSR's seem to struggle with... :)

Cheers

David

Ladies and Gents

Can I just give you a bit of information on billing and your dealings with our CSR's on these types of issue's, whilst it may appear easy on the outside it is in fact extremely difficult and is probably the hardest part for any Telco to look after, generally we look to have our billing accurate but there are times where destination number ranges fall in a different billing charge.

Each country has a set of numbers assigned to it however each country can break this up into several blocks, for example Argentina break there numbers down right down to 8 digits so we have Mobile / Paging and Fixed Lines all broken down right up to 8 digits and this is only a small sample and each service is charged at a different rate so if we miss by a single digit it can have a drastic effect to us as well, remembering of course Guys and Girls we have to pay for the calls as well for our providers offshore so we must make sure that our charging reflects what we get charged,

The CSR rep that you generally raise any billing issue with doesn't have direct access to handle this and while they do there level best to work with you for billing issues they must hand these type of issues up the chain so you will generally not get a billing issue resolved straight away, so please it will generally not be the CSR's fault they are there to help, the billing team must check and double check any rate changes. This can take some time i'm afraid as it is time consuming and it is not as straight forward as it seems, we do work hard on making sure our billing is accurate but there is always going to be exceptions, they may not go as fast as you would like some times but we do try, there are over 900000 entries in the International Number Plan and they continually change Cry

This doesn't address the specifics of this post but it is a little bit of info for you so at least you may understand what is involved and hopefully you will understand the CSR's side of the house Laughing


Number Country Service
54114486 Argentina ARG FIX TELEFONICA DE ARGENTINA S.A.-AMBA no
54114487 Argentina ARG FIX TELEFONICA DE ARGENTINA S.A.-AMBA no
54114488 Argentina ARG FIX TELEFONICA DE ARGENTINA S.A.-AMBA no
54114489 Argentina ARG FIX TELEFONICA DE ARGENTINA S.A.-AMBA no
54114490 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114491 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114492 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114493 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114494 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114495 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114496 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114497 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114498 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114499 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114500 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114501 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114502 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114503 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114504 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114505 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114506 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114507 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114508 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114509 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114510 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114511 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114512 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114513 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114514 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114515 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114516 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114517 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114518 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114519 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114520 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114521 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114522 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114523 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114524 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114525 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114526 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114527 Argentina ARG PAG RADIO LLAMADA S.A.C.I.-AMBA no
54114528 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114529 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114530 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114531 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114532 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114533 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114534 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114535 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114536 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114537 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114538 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114539 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114540 Argentina ARG MOB MINIPHONE S.A.-AMBA no
54114541 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114542 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114543 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114544 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114545 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no
54114546 Argentina ARG FIX TELECOM ARGENTINA STET FRANCE TELECOM S.A.-AMBA no






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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  Reply # 70057 9-May-2007 20:27
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"we have to pay for the calls as well for our providers offshore so we must make sure that our charging reflects what we get charged"

Surely the charging is strictly according to VFX rates already published? 
How often will the rate tables be reissued to reflect changes from your offshore providers and changes in exchange rate?
 

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