Like most people in this forum I think the customer service of Xnet/VFX is generally remarkable but recently my experience has become nearly telstraesque. I might be the only one with such an experience but thought I share this anyway.
I have been using VFX for five months and for every one of these 5 months I have been overcharged often around 100% of the actual costs. This came from being charged mobile rates to two or three numbers in Europe I call regularly. So far having to deal with customer support every month has been just a nuisance rather than a problem since it was dealt with quickly. However, after each month I have been told the problem will be fixed and while I appreciate it might be complicated to sort out some of these things, I feel 5 months should be plenty of time to correct this especially since these are numbers none of the providers in New Zealand I have used before had problems with (including telecom, telstra, various phone cards etc).
This month I have called and emailed customer support several times and also contacted operations and still do not know what my credit is, nor has it been acknowledged that the issue itself is being looked at.
Maybe VFX is growing too fast to keep up the customer support they have had so far but five months to fix this seems like a long time to me.