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richd

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#155965 14-Nov-2014 16:33
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Hi

I want to check what the policy is for charging for the first month of service. If I signed up for residential VoIP on Oct 29, should I pay a full month for October, or should I just pay for the 2-3 days since I signed up?

The person I just talked to insisted that billing was "by calendar month" so I would be charged the full month for October. I eventually argued that this was unfair and got a refund (there were other issues too), but she still insisted it was the policy to charge a full month.

However, when I checked the T&Cs, fully expecting see this unfair policy enshrined in the small print, I found that she was wrong, at least according to my reading. I should have only been charged from Oct 29, not the whole month.

15. Our Services are offered on a calendar month basis. We will invoice you for fixed recurring charges monthly in advance on the first of the month. Your first invoice will include a part month charge from the date our Services are activated to the end of that month along with any installation or one off charges. Usage charges, such as phone calls or data are charged in arrears. Our charges are inclusive of GST unless stated otherwise. We will not be bound by clerical errors or omissions whether in computation or otherwise and accounts shall be subject to correction.

So, what is the actual policy? And why was she so insistent that "by calendar month" meant a full month?

As for why I was calling up for a refund, there were several issues (e.g. forgetting to provision my old number) that meant my service didn't actually work until today. All issues have been resolved now, but I got really annoyed having to argue against being charged for a full month in October when I was already annoyed at losing my phone line for over two weeks.

Cheers
Rich

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wellygary
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  #1175973 14-Nov-2014 16:44
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My understanding of the term "Calendar month" relates to the fact the some months have 30 days, others 31, 28 and ocassionally 29. 

So a bill for a 30 day month is the same as a bill for a 31 day or 28 day month...

It is unrelated to part payments for commencing a contract in the middle of a month..

richd

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  #1175977 14-Nov-2014 17:01
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wellygary: My understanding of the term "Calendar month" relates to the fact the some months have 30 days, others 31, 28 and ocassionally 29. 

So a bill for a 30 day month is the same as a bill for a 31 day or 28 day month...

It is unrelated to part payments for commencing a contract in the middle of a month..


I agree with that interpretation of calendar month. I think you're saying, and I agree, that this still leaves open the question of charging for part of a month vs charging for a full month.

 
 
 
 


Sideface
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  #1175999 14-Nov-2014 17:41
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Are you sure that the full month charge is not for the next month in advance?
This is common practice with ISPs.




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richd

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  #1176028 14-Nov-2014 18:08
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Sideface: Are you sure that the full month charge is not for the next month in advance?
This is common practice with ISPs.


Good question. My first bill was actually for two months: all of October plus all of November. So October was charged as a full month plus November was a full month charged in advance.

I talked about it a lot with the person on the phone because I was confused at first. I was expecting to get a refund for the period Oct 29–Nov 13 when my service didn't work, but instead I was suddenly being asked to pay for service starting 1 Oct.



Cameronn
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  #1177133 17-Nov-2014 08:53
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PM me your account details and I'll investigate the account and confirm everything. 







richd

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  #1216105 16-Jan-2015 13:57
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I'm still waiting for an answer.

richd

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  #1216106 16-Jan-2015 14:01
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I realise that wasn't very clear. I PMed Cameronn and he raised it with management. There was no answer after a few weeks so I followed up privately to remind them. Unfortunately, there is still no answer on what appears to be an unfair charging policy by WXC that is inconsistent with their published terms.

 
 
 
 


dimsim
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  #1216131 16-Jan-2015 14:29
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looks like that's happened to me too - I would have expected a part month charge for 17/12/14 -> 31/12/14

also annoying that the advance charges aren't explained either.





Cameronn
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  #1217385 19-Jan-2015 10:37
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Chasing this and will hopefully have some detail this week.

Dimsim flick me your details via PM and I'll investigate your account. 







richd

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  #1217711 19-Jan-2015 16:49
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Thanks Cameronn

richd

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  #1330562 24-Jun-2015 12:01
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Bump. Still waiting on a reply.

Also just got charged a $12 late fee for not paying my $17 billed-in-advance bill on time. This fee is documented in the terms and conditions, but seems disproportionate compared to the billed amount, especially because that amount is billed in advance anyway. The late fee is my own fault really, but I have trust issues so I don't want to set up an automatic payment!

Sideface
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  #1330581 24-Jun-2015 12:13
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richd: ... The late fee is my own fault really, but I have trust issues so I don't want to set up an automatic payment!


Very wise undecided

Easy to start, hard to stop.




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