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# 207771 13-Jan-2017 09:52
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I have considered myself a loyal Orcon customer for over 4 years but I am at breaking point now. Since being moved to the new backend accounting system over a year ago my account has been a mess. I have always used direct debit to pay my account but each time the payment is due, either nothing, or small amounts like 69c or, this month, 98c gets taken from my bank with the bulk still showing as owing. This is resulting in overdue notices and a bad credit look that is just not my fault. What was very interesting, I was told that when they looked at my account I didn't owe them anything, in spite of the invoice and the 'My Orcon' balance showing otherwise! It was mentioned that it seemed that the small amounts debited were because one invoice ammount was subtracted from another resulting in the small difference being debited from my bank a/c. 

 

I have rung several times re this issue including last month when I was assured that someone would investigate my account and get back to me. Guess what? No one got back to me and the same problem occurred today resulting in another feisty phone call. I have absolutely no confidence that anything will result from this one, either.

 

Anyone else have a similar issue?


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269 posts

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Vocus

  # 1704024 16-Jan-2017 11:46
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Hi there,

 

Sorry to hear you're having trouble with the billing. PM me with your account details and I'll see if I can spot what's broken.

 

Cheers,

 

Cam




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  # 1704182 16-Jan-2017 15:28
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Thanks, Cam. PM sent.


 
 
 
 




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  # 1717990 9-Feb-2017 22:54
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It gets worse! Got an email with the Jan Invoice in it. Clicked the link to 'MyOrcon' and clicked on Invoice. This statement shows below.

 

 

Next I went into 'MyOrcon' from my web browser and clicked the Invoice link again. This time I got the following.

 

 

Am I mad or are these showing credit balances, and, even more mystifying, different balances? So, are there two accounting systems? But maybe there are three as I apparently still owe $90.10! 

 

I had another even more feisty telephone conversation two days ago and was promised it would be investigated and I would be emailed with the result. 

 

The email arrived today as follows:-

 

Hi Lindsay,
First, I would like to apologize for not being clear on taking out your payment. We do appreciate you for giving us a feedback for that. It could happen at times whenever we run payments that if it's not successfully taken the full amount for the first time the system would retry it . If it's successful, it will reflect on our end in 24-48 hours that is the reason why your payment was ran twice. Rest assured that we are automatically crediting back the excess amount that's being taken out from your account if there's a chance that you over payed us.
Upon checking your were just billed once for the Jan invoice since the first attempt to run your payment was not successful we re ran your payment. The billing for February has been generated so you now have a total owing amount of $90.10 and this would be due on 13 February 2017.
Best regards, .........

 

This is just rubbish. Why would the payments run be unsuccessful in taking the full amount? And how does it decide what small amount to take? Well, I know how it decides what to take out. It takes out the difference between the current and last invoices. The email also says they took out the remaining balance in a second run. That is just not true. I paid that balance manually, as I have always had to do, for over a year. And if I wait for them to take the amount from my account I get an overdue notice.

 

I am beyond frustration and have given up. I just cannot believe that there is no one at Orcon who cares about a malfunctioning accounting system. 

 

I just hope they pay me the $250.94 credit balance in my account when I leave. Ha ha. 

 

As a matter of interest, does anyone else get different balances when going via the emailed invoice link versus going directly from a browser?


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Vocus

  # 1718322 10-Feb-2017 14:02
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 Hi there,

 

That certainly looks a bit confusing, sorry about that. The reason why it's so confusing is because there was an issue with our system with that $85.26 payment - as you can see it got charged and refunded a couple of times, which, at least in terms of your account statement that shows on your invoice, makes it look as though you have a large credit (you don't).

 

The $90.10 is for your plan until the 2nd of March and is correct.

 

Sorry again for the confusion. PM me if you need further clarification.

 

Cheers,

 

Cam


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  # 1718357 10-Feb-2017 15:33
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Man that's a crap and confusing invoice. Can see why you are leaving. Good luck.




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  # 1718372 10-Feb-2017 16:35
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Even if we ignore weird Account Statements, we still get back to the fundamental issue that no one has addressed for over a year. See the first post re only small amounts being deducted.


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  # 1718409 10-Feb-2017 19:00
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And this is why I don't use Direct Debit the only way to make sure payment go out when they're supposed to go out is either via manual payment or through Direct Credit 


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Vocus

  # 1719221 13-Feb-2017 08:59
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linw:

 

Even if we ignore weird Account Statements, we still get back to the fundamental issue that no one has addressed for over a year. See the first post re only small amounts being deducted.

 

 

As per the PMs we exchanged, I had sent a message to our Finance team to address this and looking at your latest charge it has worked correctly this time, indicating the problem is resolved. If you have the issue again PM me directly and I'll chase it up for you. Cheers!




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  # 1719228 13-Feb-2017 09:26
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Yes, it worked this time!! Wow.

 

None of the above is any reflection on you, Cam. You are a huge asset to Orcon and have always been a great help to me whenever needed. Appreciated.

 

I just got really frustrated with the saga.

 

Cheers.


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