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BDFL - Memuneh
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Topic # 15200 9-Aug-2007 11:57
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Am I missing something? I just got my first full WxC month invoice over the Internet (yes, for PDF!) and I've noticed lots of Wellington numbers being charged.

Granted, even with the toll it's still cheaper than my previous provider, but I though local calls were free?





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  Reply # 81710 9-Aug-2007 12:05
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Local calls on VFX are definitely free. I've never been charge any. I guess its a billing error, that WxC will of course resolve and apply the appropriate credit.

I do wonder though if there are a few glitches in WxC's billing system as there have been a few examples of this happening.




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  Reply # 81724 9-Aug-2007 13:30
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Just received my invoice and yes all local calls were charged. Rang the help desk and arranged a credit. Must be a wide spread billing glitch.


 
 
 
 




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Reply # 81730 9-Aug-2007 13:57
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  Reply # 81737 9-Aug-2007 14:49
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Hello guys,

Ahhhh yes the billing system was a little over zealous this month and managed to confuse itself resulting in local calls turning in thier "im free" ID cards. We do however have no problem crediting them back to you and are re-issuing the ID cards while reigning in the zealotry of the billing system. Apologies to all affected (including myself!).




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  Reply # 81748 9-Aug-2007 15:19
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"hel desk".......    Fruedian slip maybe???

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  Reply # 81753 9-Aug-2007 15:38
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I've also been pinged for local calls and even for calls to my own number! That's a first. Laughing Do I need to raise a ticket to get a credit or will you guys pick this up for everyone affected automatically and re-issue July invoice. I have replied to the e-bill email address.



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  Reply # 81985 11-Aug-2007 11:40
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Are these automatically refunded next month (less interest!) or do we ALL have to call customer service?

Seems like this unidirectional problem has surfaced too often.  Has anyone ever experienced NOT being charged for any category of calls?  Better if customer service person ran off a few test bills before month end - then READ THEM to see if the computer is mentally stable.  Everyone knows the pesky things can be unpredictable!

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  Reply # 81987 11-Aug-2007 11:53
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crichton: Are these automatically refunded next month (less interest!) or do we ALL have to call customer service?

Depending on how you pay, it will happen a little differently:

*  Payment by Direct Debit : WxC will calculate the credit owing before making the deduction from your Bank Account.  So you will only ever pay what you should have paid and there is no disadvantage to you.  The calculated credit will show on your next month's invoice.  I pay all my WxC invoices by Direct Debit as you get an additional discount and it is very convenient.

*  Payment by Cheque or Credit Card : I don't use this option, but I would assume you can deduct the amount incorrectly invoiced for local calls before paying the balance.  WxC again will show the calculated credit on your next month's invoice and hopefully, your calculation agrees with theirs.  Alternatively, just pay the full amount and you will have the credit deducted from next month's balance.

crichton: Seems like this unidirectional problem has surfaced too often.  Has anyone ever experienced NOT being charged for any category of calls?  Better if customer service person ran off a few test bills before month end - then READ THEM to see if the computer is mentally stable.

Agreed!  It has happened a little too often this year and is becoming annoying Frown

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  Reply # 82371 14-Aug-2007 17:51
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Ditto here in New Plymouth. I have had VFX service since last year and this is second time it has happened this year. It is a glitch in the computer system and WXC are more than happy to put a credit on the next months account. Great and cheerful service they give too I might add.

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  Reply # 82456 15-Aug-2007 09:11
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I as also chagred for local calls for a couple of months, along with incorrect toll rates.  Although I was promised credits, they never showed on my account.

Now I dont get invoices/accounts from them (prehaps the account is in credit), either way the CSR's have been unable to advise why I dont get accounts...  and were following up to get back to me...  a couple of months ago :)


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  Reply # 82493 15-Aug-2007 13:25
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I don't wish to go thru 4 pages of local calls and cell phone calls to see what I owe them.

I also see 2 charges of 9c for Internet service - 0-8797 whatever that is!

I'd prefer an amended invoice.

Can WXC please advise how this can be done?

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  Reply # 82521 15-Aug-2007 16:09
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I sent an email asking for an ammended invoice and received instead an email confirmation of the credited amount. Would have preferred the former as it's tidier but I'm assuming this is a huge task for them to fix the billing issues and they are instead manually calculating the cost of the errors.


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  Reply # 82539 15-Aug-2007 18:15
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Me too, got my invoice and the local calls were charged.

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  Reply # 82558 15-Aug-2007 21:47
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Wow.... after stating above that I havent received a bill from WxC for a few months, today I did...

Like everyone else, I have been charged for local calls, but it appears they are confused about where I am calling:

845-xxxx I get billed for a call to Palmerston North
650-xxxx I get billed for a call to Palmerston North

There maybe more, but I havent found them.. 

Surely without dialing an area code you cant be billed for a toll call?


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  Reply # 82560 15-Aug-2007 21:54
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Shall I also say "me to", or shall I say that the VFX staff already told us there was a problem that is not limited to only one or two persons?

Griven: yes the billing system was a little over zealous this month and managed to confuse itself resulting in local calls turning in thier "im free" ID cards.






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