Exetel's incompetent billing

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nylon
Posts: 24
Joined: Mon Oct 27, 2008 11:10 am
Location: Melbourne

Exetel's incompetent billing

Post by nylon » Tue Oct 09, 2018 12:10 pm

I am SO mad at Exetel right now.

I pay my Exetel bill by direct debit. Always have.
Imagine my surprise when I received a threatening email saying that I had not paid the last bill - about $90.
I replied, advising that I paid by direct debit and if they haven't been paid, it's their own fault for not submitting a debit request to my bank.
I asked them to check into it and get back to me.

Today I received a reply saying that there is an unpaid balance of $0.04.
And they attached another PDF bill.

WHAT?

As I pointed out to them in no uncertain terms:
1. They're threatening me for FOUR BLOODY CENTS? That is beyond stupid.

2. THEY are the ones who (finally) submitted the debit request and THEY were four cents short
So they spend valuable staff time and resources to tell me to make a special effort to pay FOUR BLOODY CENTS to make up for their error.
Maybe I should send mail them four cheques for one cent each. What do you think?

I told them that if I hear another word on this issue that is not a grovelling apology, I will leave Exetel.

And I will.

nylon
Posts: 24
Joined: Mon Oct 27, 2008 11:10 am
Location: Melbourne

Re: Exetel's incompetent billing

Post by nylon » Tue Oct 09, 2018 12:33 pm

Maybe I should mail the Exetel CEO Richard Purdy a five cent coin (the minimum value legal tender) and threaten him with legal action if he doesn't refund me one cent.

sankap
Exetel Staff
Posts: 19
Joined: Thu Apr 04, 2013 2:52 pm
Location: Sydney

Re: Exetel's incompetent billing

Post by sankap » Tue Oct 09, 2018 2:40 pm

Hi nylon,

It seems that you have received an incorrectly system generated notification as I do not see any issues with your payments.
Please accept my sincere apology on behalf of Exetel for this error.
I will get our accounts team and the IT team to check what went wrong here.

Please be assured that there is nothing owing to Exetel and your payments have all been good throughout your stay with Exetel.
We once again apologise for any inconvenience this may have caused you.

Sanka
Billing Team

nylon
Posts: 24
Joined: Mon Oct 27, 2008 11:10 am
Location: Melbourne

Re: Exetel's incompetent billing

Post by nylon » Tue Oct 09, 2018 5:25 pm

Exciting update!

After wasting my time and threatening legal action caused by their own mistakes, Exetel has generously decided to (wait for it) WAIVE THE FOUR CENTS.

Sob. That is such a weight off my mind.
I can't believe their magnanimity and kindness.
I will put those four cents aside as a permanent memento of this special encounter with the Exetel billing department.

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KavindaS
Forum Admin
Posts: 1903
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Exetel's incompetent billing

Post by KavindaS » Tue Oct 09, 2018 6:01 pm

nylon wrote:
Tue Oct 09, 2018 5:25 pm
Exciting update!

After wasting my time and threatening legal action caused by their own mistakes, Exetel has generously decided to (wait for it) WAIVE THE FOUR CENTS.

Sob. That is such a weight off my mind.
I can't believe their magnanimity and kindness.
I will put those four cents aside as a permanent memento of this special encounter with the Exetel billing department.
Hi,
Sincerely apologies again for the oversight.
Please reply to the email you have received if you have any further concerns.

James
Exetel Staff
Posts: 1955
Joined: Mon May 09, 2005 10:27 pm

Re: Exetel's incompetent billing

Post by James » Tue Oct 09, 2018 7:35 pm

It was a mistake, we said sorry, no need to carry on.

nylon
Posts: 24
Joined: Mon Oct 27, 2008 11:10 am
Location: Melbourne

Re: Exetel's incompetent billing

Post by nylon » Wed Oct 10, 2018 11:52 am

Well, James. It wasn't "a mistake". It was three mistakes.

1. Failure to submit the direct debit request to my bank. This could have been an IT problem; I accept that.
2. Getting the debit request wrong to the tune of 4 cents.
3. Chasing me to pay four cents. This was a deliberate human decision - and a ridiculous one.

And the apology you mentioned only came after I posted my issue publicly on the forum.
At no other time did Exetel admit fault or apologise for their errors.

And don't you dare trivialise my case, or patronisingly tell me when I should "carry on", as you so charmingly put it.
You are just dragging Exetel deeper into the mud.

James
Exetel Staff
Posts: 1955
Joined: Mon May 09, 2005 10:27 pm

Re: Exetel's incompetent billing

Post by James » Wed Oct 10, 2018 4:15 pm

It is a trivial case, you would have gotten an auto message about service suspension, we would have noticed the debt was tiny and not done anything with it.

We said sorry, it's not worth getting so worked up.

nylon
Posts: 24
Joined: Mon Oct 27, 2008 11:10 am
Location: Melbourne

Re: Exetel's incompetent billing

Post by nylon » Fri Oct 12, 2018 3:09 pm

You're really not getting it, are you James?

Exetel did not notice that the debt was tiny, and they did something about it - reminding me of the outstanding 4 cents.

And please stop sounding like an annoyed auntie and telling me to get over it.
You are not doing Exetel PR any favours, you know.
You're coming across like an annoyed bully.

It's this arrogant disregard for the customer that prompted my ire in the first place.

tocpcs
Posts: 523
Joined: Sun Aug 26, 2007 10:01 am
Location: Online

Re: Exetel's incompetent billing

Post by tocpcs » Sun Oct 14, 2018 8:36 am

Times are tough, every cent counts. Pay your bills!!

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