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Topic # 8090 2-Jun-2006 21:12
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I recently decided that it would be a good idea to decrease my Woosh phone credit limit to $50, as I don't usually make more than $20-30 worth of toll calls in a month. What I failed to realise, and what the customer support rep failed to advise me when doing this was that on the bill date (1st of the month) I would be automatically toll barred for exceeding my credit limit (As the rental is $59.95/m) until I made payment.

So I got the lovely e-mail this morning (before my bill had arrived even) to say that I am now toll barred. The bill arrived at 10.50 am this morning (The 2nd) after the toll bar e-mail.

So thats cool, i'll just give CS a call and get them to make the credit limit higher, and I can't see why that would be a problem seeing as I voluntarily reduced my credit limit to well below what they originally credit checked and approved me for.

As it was after 8pm this evening when I got home and checked my e-mails and rang CS they advised me that sorry, the accounts department arent back in until tuesday so it's stiff bickies until them, no toll calls. Hmmm, they are quite happy to take a payment off me 24/7 but can offer no other account support what so ever.

While on the phone I also remember that I need to remove my credit card details from the account as I got rid of my credit card. Couldn't do that either. So what do you CS people actually do? Last time I rang you couldnt help me with a technical problem so I fail to see what your function is at all Yell

And to make it worse I then see that my bill (e-mailed to me 2nd June) is due, in full on June 6th (Tuesday). WHAT? 4 days notice? Thats just crazy. When I enquired about my options to pay my bill now the response just added insult to injury. "If you aren't going to pay by credit card sir you must pay by Direct Debit" Now I don't know about you but I have worked for places that take payments by Direct Debit and I have a pretty good understanding of how the system works, and wouldnt touch it with a 50ft pole! At least with a credit card I have some decent protection against them dipping into my account.

Now it gets worse even. The CS rep then informs me that the payments are attempted quite early in the morning, and that becase my payment was due to come out on Tuesday (the same day as their accounts department opens again) that it is quite possible that my now non-existant credit card will be attempted and as a result of the transaction not being approved my account will be immediately disabled for non payment. He advises that I call them first thing Tuesday but can't promise I will get them in time.

Now I don't know about you but I find this pretty shocking. I mean 4 days to pay my bill and then im disconnected?!?!?! Telecom used to give me something like 14 days and if it the payment was late (which it never was) I think they charge a few bucks and send you a nasty letter. But 4 days and disconnect! That just isn't good enough.

And of course, as soon as I finished that call the gateway crashed (Again!). Now i'm past annoyed.

I never even consented them to take regualr payments by credit card. When I signed up originally on Feb I put my account several hunderd dollars in credit with my credit card, and paid for the modem and gateway, they never said they would store those on file and take future payments with them. The girl on the phone advised me that I would be cool to pay by cheque once the credit ran out and I didnt think any more of it. This month is the first month that I wasn't in credit for. Aparently she was wrong and I have to pay by either CC or DD.

Really not happy with the situation, that could have easily been resolved with a CS team that can actually serve customers. Im still waiting for a call regarding my poor internet service despite being line of site 100m or so from one of their main Wgtn cell towers.

They are pushing their luck




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Reply # 37525 2-Jun-2006 22:09
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adamj:Now it gets worse even. The CS rep then informs me that the payments are attempted quite early in the morning, and that becase my payment was due to come out on Tuesday (the same day as their accounts department opens again) that it is quite possible that my now non-existant credit card will be attempted and as a result of the transaction not being approved my account will be immediately disabled for non payment. He advises that I call them first thing Tuesday but can't promise I will get them in time.


My bold in your text: immediately disabled is a bit harsh, isn't it? What happened to late fees, reduced service, etc?






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Reply # 37526 2-Jun-2006 22:13
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That's what I thought. Basically the CS team told me their was nothing they could do, i even spoke to the team leader who just reiterated what the CS rep had told me. I'm really not happy with their response. Really really poor I feel, I mean isn't that a pretty core function of CS? To help customers out with billing and payment issues?




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Reply # 37527 2-Jun-2006 23:09
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looks like you best look else where for better services and support than what Woosh can offer you. obviously they do not value you as their customer, so why should you stay with them as their customer. Anyone else is better than Woosh from the sound of this...

sorry you have to experience this.. not a good start to long weekend. :-(




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Reply # 37530 2-Jun-2006 23:25
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chiefie: looks like you best look else where for better services and support than what Woosh can offer you. obviously they do not value you as their customer, so why should you stay with them as their customer. Anyone else is better than Woosh from the sound of this...

sorry you have to experience this.. not a good start to long weekend. :-(


1) Im locked into their silly contract

2) I cant get access from any other Telco in the building I live in




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Reply # 37533 3-Jun-2006 00:48
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There is no excuse for emailing out the bills four days before its due?

Whats their excuse? The email is slow? Got lost in the post? I can't personally understand it as most of the billing would/should be automated.

Customer service sound appealing.

As for the cheque thing, their website:
You can choose to pay your monthly Internet access charges by credit card or direct debit.

Activation Fees must be paid in advance by credit card or by sending a cheque, made payable to Woosh Wireless Ltd. (Address to send to – 11-15 Railway Street, Newmarket, Auckland.)

Still misleading that one of their representatives made such a claim.

Sounds like its Woosh (and others) tactic to get you locked into a contract and then pull the rug out underneath you.




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Reply # 37535 3-Jun-2006 08:11
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I spoke to CS again and apparently they when you have your payment method as CC they automatically take the payment 2 business days after the bill is issued, however my bill was issued a day late and therefore gives me 1 business day's notice. Now I am in the process of changing some banking arrangements, and that is why I don't have a credit card right now, I should have my new one from the new bank sometime next week, but I doubt it will be here Tuesday.

I just hope that I can make some arrangement with them on Tuesday morning. I told the CS guy I was happy to make a direct credit but was told that it wasn't an option. Stuck between a rock and a hard place at the moment.




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Reply # 37878 7-Jun-2006 11:32
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Issues resolved. I recieved an e-mail Tuesday morning about 20 past 8:

"Morning  

I have received an escalation this morning regarding your inability to make chargeable calls and my Customer Support Centre Team Leader being unable to change your limit as per your request.
 

Please accept my apologies and inconvenience for this and it has highlighted a systems issue regarding increased delegations for my Managers. (This has now been rectified). I have increased your limit to $XXX to insure that you are able to make chargeable calls and provided you a one month credit of $XX.XX .
 

You will receive an email regarding the increase, and please do not hesitate to contact me if you have any further questions.
 

Cheers
 


XXNAMEXX"





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Reply # 37879 7-Jun-2006 11:36
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Well, not a bad outcome, if they recognise there's a problem and they are willing to admit it...





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Reply # 37881 7-Jun-2006 12:17
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freitasm: Well, not a bad outcome, if they recognise there's a problem and they are willing to admit it...



I also received an email from them yesterday regarding the outage on Sunday night and Monday morning. Given that my monthly plan costs $50 per month, the lost period of service would be worth less than $1.50, but they have offered a $10 account credit. This is a good gesture, compared with the pathetic offer that Xtra came up with when their customers experienced problems.

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