Billing issue and response time from billing team

Note: For official invoice and billing responses use billing@exetel.com.au
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alithea
Posts: 8
Joined: Sat Sep 22, 2007 12:25 pm
Location: NSW

Billing issue and response time from billing team

Post by alithea » Tue Jan 15, 2019 1:09 am

I’ve been charged for both adsl2 and nbn since end July when I switched to nbn. Have emailed billing@exetel.com.au on 8 jan and received an automated reply only.

What is the eta for a personal reply from the billing team?

Should I have received a tracking or ticket number?

Should I also submit this as a tech support issue?

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KavindaS
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Posts: 2365
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Billing issue and response time from billing team

Post by KavindaS » Tue Jan 15, 2019 1:14 pm

alithea wrote:
Tue Jan 15, 2019 1:09 am
I’ve been charged for both adsl2 and nbn since end July when I switched to nbn. Have emailed billing@exetel.com.au on 8 jan and received an automated reply only.

What is the eta for a personal reply from the billing team?

Should I have received a tracking or ticket number?

Should I also submit this as a tech support issue?
Firstly, I would like to apologise to you on behalf of Exetel for any inconvenience you may have experienced with relation to this matter. I have checked your email and it is currently in open status with the Billing department. Your email ticket reference number is 14071817. I have further informed them to check and reply back as soon as possible.

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