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829 posts

Ultimate Geek
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Topic # 26240 16-Sep-2008 13:51
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I've only called overseas to two different number in the past year and both of these were charged at wrong "Special" rates.

Once to the Netherlands where a normal phone was charged at mobile rates, and recently to a mobile phone (with a Vodafone sim card) in Egypt 0020-120xxxxxx which was treated as an "Egypt Special" rate rather then the flat 30c min advertised.

It will be a week tonight since I first called on this issue. After 3 calls I am still waiting for a Supervisor / Administrator to resolve this. The first Help Desk person checked using the Number Analysis tool on the site confirmed the number was an Egypt mobile number.

Why does it take so long for XNet/VFX to come back with an answer - is the approval supervisor snowed under with numbers they need to check from querying customers? By now (after several years) WorldxChange should have all number plans sorted and know which numbers are specials (like 0900 numbers in NZ) and bill the rest correctly at the advertised rates. Perhaps I don't understand the complexity of the task.

Am a happy XNET/VFX customer for a year now - just wishing they would get their pricing right and sort things out quickly when it does go wrong. If a Supervisor has to check and approve all incorrectly billed calls then I feel sorry for them they must have an enormous workload if it takes a week or more for each one. Does Telecom have the same billing issues I wonder?

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3267 posts

Uber Geek
+1 received by user: 77


  Reply # 164841 16-Sep-2008 15:44
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I get better responses by sending an e-mail to the help desk, and then I also have a ticket (reference) number.

It is possible they have already fixed it nad just did not let jou know.  In that case it will be on the next invoice as a credit (or your direct debit will be adjusted).

You can never have enough Volvos!

829 posts

Ultimate Geek
+1 received by user: 77

Lifetime subscriber

  Reply # 164866 16-Sep-2008 16:35
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Not fixed yet. I called this morning and it is still unresolved. I might try by email next time though it shouldn't make any difference to the speed it is resolved - and I thought dealing with a person directly would get it resolved faster - my mistake I guess.

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