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94 posts

Master Geek


Topic # 50136 23-Nov-2009 19:16
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First question, is it true that Orcon dont have a billing team and your bills are just generated by accounts (according to Michael xxx from Orcon), if this was true, WOW!!!!

Now, these are my issuesssssssss!

1st unhappy reason -- no communication for changing my plan:

 i noticed the slow broadband speed on my LLU silver + plan and this was diagnostic due to the telecom Cabnetisation. So Orcon automatically changed me to a 1GB purple plan without any notification, i should somehow be contacted by someone for the change of plan and the new price than i can decide wheather to stay with orcon or not!

2nd unhappy reason-- incorrect bill (1st 2 month after plan change):

the monthly bill keep coming with some non-scense amount! where i have been tried holding the phone for 30min+ for the month July and August and finally someone credit me the amount and promise me this wont happen again!
basically i was paying $80 incl GST with 5GB before and now i am charged with $88 inc GST with 1GB (purple plan 1GB + phone line+smartphone bundle - credit due to cabnetisation $14 which i dont know how this was calculate)


3rd unhappy reason -- Incorrect bill again


my september and October bill has arrived and again, it is over charging me. i have called 3 times and explain to the staff where it when wrong and how much i should be credit. and finanlly someone on the 2nd of Nov promise me with the credit and removal of the smartphone bundle to prevent further incorrect billing. i then paid my bill as i trust what they said!

4th unhappy reason -- No credit given, staff told me to leave orcon!

when i call up again and quote the ticket number and credit id. i was told i have been charged correctly and no credit will be given, the lady even told me to leave orcon if i am not happy with the charge, i try to speak to the manager which turn out he has no knowledge about their products at all and even told me Orcon dont have a billing team! wow.. thinking i was about the apply the billing analyst job last year!

5th unhappy reason -- taking so long to hold on the phone and responding email!

7 emails and no less than 10 calls where average waiting time = 20 minutes, longest one is 40mins!


Now, i am hoping someone who really helpful like the old day (thinking orcon provide best service before and now....) can help me out!


my request is so simple!

credit me the overcharg amount for September and October's invoice and stop charging me the smartphone bundle in the future and maybe train your staff better!!!!


cheers






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248 posts

Master Geek

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  Reply # 275704 24-Nov-2009 07:33
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Hi Shaopu,

I am more than happy to look into your case. Can you please drop me a message with your Orcon username.

Also, rest assured we do definitely have a small billing team (which includes that billing analyst role that you were talking about).

Thanks.

352 posts

Ultimate Geek


  Reply # 275713 24-Nov-2009 08:31
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This is why I love being with Orcon

370 posts

Ultimate Geek

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  Reply # 275948 24-Nov-2009 20:16
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rvangelder: This is why I love being with Orcon

+1, agreed.



94 posts

Master Geek


  Reply # 275975 24-Nov-2009 22:09
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hi Duncan,

i have email you my username. just received my latest bill and dispointed that again you guys charged me the smartphone bundle, what the hell is smartphone bundle? i have never asked for it and i have neber used it! how am i suppose to pay for something i did ask and use?

Cheers



248 posts

Master Geek

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  Reply # 276073 25-Nov-2009 09:11
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Got that, thanks. Will get on to it now. Smartphone features are call waiting, caller ID and voicemail.



94 posts

Master Geek


  Reply # 276125 25-Nov-2009 11:07
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Thanks Duncan, i guess the smartphone bundle was something included in your LLU plan as free but now chargeable for wholesale plan, i dont use this one so the easiest way is to deprovision it. it is good for you guys and me as i dont need to be charged for that and you dont need to pay for telecom.

cheers



94 posts

Master Geek


  Reply # 276876 27-Nov-2009 12:52
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Hi Duncan,

Any update???



94 posts

Master Geek


  Reply # 278517 1-Dec-2009 22:04
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Hi Duncan

Any update?????/

248 posts

Master Geek

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  Reply # 278648 2-Dec-2009 09:42
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Yes, I have passed your query on to our support team, who I understand have resolved this issue (and been in touch). Is this not the case?



94 posts

Master Geek


  Reply # 278650 2-Dec-2009 09:44
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Hi Duncan,

No, i have received no calls, no email, and no sign of resolution in My Orcon on the website.

248 posts

Master Geek

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  Reply # 278656 2-Dec-2009 09:59
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I have sent you a message seeing as this is specifically related to your own personal account. Please let me know if there is anything else I can help with.

2986 posts

Uber Geek
+1 received by user: 453

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  Reply # 278810 2-Dec-2009 18:24
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Duncan, this is a tad more widespread than you think. I've also had my (business!) connection randomly changed to a UBS plan without asking, and no sign of a credit at all on my invoice despite what I was told by Jimmy in your support team. I'm not well pleased at being shifted without asking to a plan about $100 more expensive than my existing one and now having to pay for local calls as well.




I finally have fibre!  Had to leave the country to get it though.




94 posts

Master Geek


  Reply # 280647 9-Dec-2009 11:03
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Hi Duncan,

Still no one from Orcon get in touch with me re my issues. and could you also please response to my latest message sent on the 1st of Dec?

cheers


193 posts

Master Geek
+1 received by user: 6


  Reply # 285746 29-Dec-2009 00:36
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Just curious was this resolved in the end?

2986 posts

Uber Geek
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  Reply # 286374 1-Jan-2010 11:59
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Wasn't for me. Still paying for a much more expensive plan but I'll tolerate it because the 12Mb connection is just too much to give up (on LLU I get 2Mb).




I finally have fibre!  Had to leave the country to get it though.


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