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50 posts

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Topic # 182541 20-Oct-2015 14:55
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You can get someone to answer now in a decent time but it feels like things are going backwards still.

Became a 2degrees home phone plus customer - but they continued charging us for toll calls even though they should have been free, got told we were put "accidentally" on the wrong plan and arranged a credit for the calls, credit appeared on the account fine = problem sorted but now a month later we have been charged for toll calls AGAIN for the same period and trying to explain that to the customer services person on the other end of the phone I would have more luck trying to find a chicken with teeth - bloody hopeless.

I'm about ready to return all their gear, in addition we have one phone number we are still having to make cell phone calls to because we can do it through their phone system despite reporting it 7 times.

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2degrees

  Reply # 1409933 20-Oct-2015 16:49
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Hi Falloutboy,

That doesn't sound good, can you please PM us with your customer number, and we'll get this checked out and corrected for you.

It sounds as though the tolls plan was corrected mid-period, and the calls from before that change were still billed through.

Thanks

Ralph ^JOB



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  Reply # 1410097 20-Oct-2015 20:02
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I got it sorted Ralph - not wanting to sound condescending or anything but your phone support people quite often don't explain things very well - what occurred was this.

My account had been loaded as the wrong type - I.E I was still being charged for toll calls, your system showed me as having two phone lines because of this and I couldn't see fritz phones on your store because of it also - which I had to consequently order through ringing support. Eventually this was discovered and corrected when I emailed support asking why your page said I had two phone lines when I knew I only had one, then there was the matter of the outstanding toll calls as I had switched over on the 13th of August - and in a phone conversation I was told that all toll calls since the 13th of August would be credited - and I saw those credits appear.
What I hadn't been told as these were listed through the interface that lets you list toll calls from date to date was that the amount had been credited before the tolls had been billed - thus when I saw the amount billed a second time from my perspective as the previous calls were from the 13th of August on ward and now turning up again - believing that I was being charged a 2nd time for tolls that shouldn't have been charged in the first place I began going off my nut.

Now for some advice: Teach your staff the words "Period ended" as they seem to have been lost for this phrase in attempting to explain what was going on and the phone conversation and me being irate lasted much longer than it should have due to the fact your staff member could not use these words.

In addition it would have saved a lot of trouble - if the account had been setup correctly in the first place.

Nuff said.

 
 
 
 




50 posts

Geek


  Reply # 1410141 20-Oct-2015 21:07
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2degreesCare: Hi Falloutboy,

That doesn't sound good, can you please PM us with your customer number, and we'll get this checked out and corrected for you.

It sounds as though the tolls plan was corrected mid-period, and the calls from before that change were still billed through.

Thanks

Ralph ^JOB


Did forget to mention though - and we have been reporting this every Tuesday since the 13/08/2015 phoning 03-3799 799 ( Blue start taxis ) still responds with "Sorry there is a fault" and has to be dialed via Cellphone - thats 9 times it's been reported once a week for 9 weeks and it's still not fixed - sip routing issue on your end but despite that they keep going through logging into the box and mucking around and wasting time as opposed to actually fixing the problem.

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