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  Reply # 312920 30-Mar-2010 17:26
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No-one rang me back. I rang them back.

They said that everything is paid in advance, they added on extra $5 per phone account (x2) for the 5 days extra in the calendar month for the phone line, and $3 each for texts. They forgot to take off $20 for one of the accounts in the changeover.

So I spose it is all sorted, however no apologies for 7 day non-callback, or getting the bill wrong. They even said they were unable to change the bill and it would be credited next account which I am opposed to. Will see what happens.

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  Reply # 312965 30-Mar-2010 18:53
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Not happy to hear about the "month in advance so you have to pay for the first part month" to be honest.

That is misleading from the original offer and doesn't make sense why they cannot (will not) give a pro-rata credit for the first part month (which they should IMO).

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  Reply # 312988 30-Mar-2010 19:14
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ahmad: Not happy to hear about the "month in advance so you have to pay for the first part month" to be honest.

That is misleading from the original offer and doesn't make sense why they cannot (will not) give a pro-rata credit for the first part month (which they should IMO).


Yeah, that is pretty dodgy, I'll probably pay the $10 and just carry the balance forward till the next $20 credit kicks in..
Then i'll be in $7 "Credit". Then I can what, cancel for a year after my "sign up" date and use the credit from that to pay for that "pro-rata" right?

12 months free, not "oh, but you have to pay the first <x>"..


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  Reply # 315284 6-Apr-2010 12:37
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Yeah. I was quite annoyed at this charge as well. I managed to sign 3-4 people up to the offer and now I'm getting very angry people asking why they're getting charged money when it's meant to be free. I didn't see anywhere in the terms and conditions, or on the offer that there was going to be a pro-rata charge. I expected to have the plan start on day XX of march this year and finish 1st of March next year, or however your billing period works, as it wasn't stated otherwise.





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  Reply # 315288 6-Apr-2010 12:46
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CamH: Yeah. I was quite annoyed at this charge as well. I managed to sign 3-4 people up to the offer and now I'm getting very angry people asking why they're getting charged money when it's meant to be free. I didn't see anywhere in the terms and conditions, or on the offer that there was going to be a pro-rata charge. I expected to have the plan start on day XX of march this year and finish 1st of March next year, or however your billing period works, as it wasn't stated otherwise.


Me too. Not too sure what to do about it now..


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  Reply # 315308 6-Apr-2010 13:38
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What's the best way to complain about this in numbers?

Because the more I think about it the worse it seems. I believe this changes the advertised offer significantly and there is no reason it had to be billed in this fashion.

I too referred others and feel a little bad about these charges.

Any ideas?

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  Reply # 315311 6-Apr-2010 13:40
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ahmad: What's the best way to complain about this in numbers?

Because the more I think about it the worse it seems. I believe this changes the advertised offer significantly and there is no reason it had to be billed in this fashion.

I too referred others and feel a little bad about these charges.

Any ideas?


I'm keen to call the call center and make a formal complaint.





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  Reply # 315316 6-Apr-2010 13:44
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I don't mind who does it but perhaps we need to get one Slingshot contact person to deal with?

It will help them as well so they don't have to field calls from every single affected user.

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  Reply # 315337 6-Apr-2010 14:51
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Thanks for the feedback guys.

Currently working on a solution for this issue.

Will let you know.




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  Reply # 315341 6-Apr-2010 14:57
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CamH:
I'm keen to call the call center and make a formal complaint.


Lets hope that they resolve it in a timely fashion, because slingshot is not a member of the TDR (which would force them to take your complaint seriously).





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  Reply # 315344 6-Apr-2010 15:00
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Thanks for that post!!

It is much more preferable to us having to waste our time and the time of your call centre supervisors if you would be able to take this matter up and report back.

I presume you understand the situation but for the benefit of those that don't understand it (and for the sake of clarity for you to take it back to your team):

1. People signed on for 12 months with wavied $20 plan charges for 12 months (presuming that this would mean no BASE costs for 12 months)

2. People were billed the first part month (ie. from activation to the next billing anniversary date), and the first whole month in advance.

Eg. Billing cycle occurs on 15th of the month. Activation was on 12th of March. Customers were billed for 12th - 15th of March and the next full month (April) in advance (as per Slingshot terms).

3. Customers were credited $20 for the April month's plan charges (in this example 15th March to 15th April), but not for March's part month plan charges (ie. 12th March to 15th March)

This meant that customers paid for the first part of the plan, when they were lead to believe that there would be no plan charges for the first 12 months (being the contracted period).

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  Reply # 315376 6-Apr-2010 16:05
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cokemaster:
CamH:
I'm keen to call the call center and make a formal complaint.


Lets hope that they resolve it in a timely fashion, because slingshot is not a member of the TDR (which would force them to take your complaint seriously).



We take all complaints seriously, and have our own process which we feel is better than the TDR.

If you do feel strongly, then please do make a complaint.




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  Reply # 315700 7-Apr-2010 11:22
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Oh and one more thing. When I asked about how come I haven't been given my extra 2 gig broadband allowance that was offered by email which would have cancelled out the $5 over the limit fee I recieved this month I was told "this starts in your second month". How come everything else is charged in advance and not this.

And I was still direct debited the incorrect amount even though I rung 10 days earlier to sort out.

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  Reply # 316418 9-Apr-2010 08:31
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ahmad: Thanks for that post!!

It is much more preferable to us having to waste our time and the time of your call centre supervisors if you would be able to take this matter up and report back.

I presume you understand the situation but for the benefit of those that don't understand it (and for the sake of clarity for you to take it back to your team):

1. People signed on for 12 months with wavied $20 plan charges for 12 months (presuming that this would mean no BASE costs for 12 months)

2. People were billed the first part month (ie. from activation to the next billing anniversary date), and the first whole month in advance.

Eg. Billing cycle occurs on 15th of the month. Activation was on 12th of March. Customers were billed for 12th - 15th of March and the next full month (April) in advance (as per Slingshot terms).

3. Customers were credited $20 for the April month's plan charges (in this example 15th March to 15th April), but not for March's part month plan charges (ie. 12th March to 15th March)

This meant that customers paid for the first part of the plan, when they were lead to believe that there would be no plan charges for the first 12 months (being the contracted period).


We reviewed all the XT offer accounts and there is still a lot have haven't activated or billed yet - and won't do for some time. This means the clean up can't happen for around a month.

As a result, the best thing do to is speak to the call centre. They will credit the difference.

Appologies.




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