No Response From Billing Team

Note: For official invoice and billing responses use billing@exetel.com.au
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carbuncle5000
Posts: 4
Joined: Tue May 07, 2019 5:15 pm

No Response From Billing Team

Post by carbuncle5000 » Wed May 08, 2019 4:46 pm

Hello,

I upgraded to the NBN from ADSL almost three months ago, and am still being billed for the unused ADSL service.

I emailed the billing team 16 days ago (receiving an automated response), and again 5 days ago (receiving no response). Looking at this forum, this lack of communication appears to be a common issue - could somebody please get in touch before another month and bill rolls around?

My ticket reference for the original email is 14886910.

Cheers,
JC

KavindaS
Forum Admin
Posts: 2544
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: No Response From Billing Team

Post by KavindaS » Wed May 08, 2019 6:35 pm

carbuncle5000 wrote:
Wed May 08, 2019 4:46 pm
Hello,

I upgraded to the NBN from ADSL almost three months ago, and am still being billed for the unused ADSL service.

I emailed the billing team 16 days ago (receiving an automated response), and again 5 days ago (receiving no response). Looking at this forum, this lack of communication appears to be a common issue - could somebody please get in touch before another month and bill rolls around?

My ticket reference for the original email is 14886910.

Cheers,
JC
Welcome to the Exetel forum :)

We are sorry for the delay in your ticket reference. I have checked the ticket 14886910, and escalated internally to provide you a feedback ASAP.

carbuncle5000
Posts: 4
Joined: Tue May 07, 2019 5:15 pm

Re: No Response From Billing Team

Post by carbuncle5000 » Thu May 09, 2019 12:00 pm

Thanks Kavinda

carbuncle5000
Posts: 4
Joined: Tue May 07, 2019 5:15 pm

Re: No Response From Billing Team

Post by carbuncle5000 » Tue May 14, 2019 2:07 pm

Hello again,

I have finally received a response from your sales team, and it is woefully inadequate.

Firstly, you're claiming to have received my ADSL cancellation request today, and not three weeks ago when I actually sent it.
Secondly, you're cancelling my unused ADSL service a month FROM today - continuing to bill me for nearly two months after my initial request (and over 3 months after the NBN was switched on).

I signed up for an "upgrade" to the NBN, assuming the word "upgrade" meant that one service replaced the other. It was only once the bills kept coming that I realised my mistake.

As a customer for at least 7 years (3 under a different account), this has been a particularly irritating experience. If yet more bills are sent to me for this ADSL account, I'll be changing providers at the earliest possible time.

Please provide me with an update on this.

Thanks,
JC

carbuncle5000
Posts: 4
Joined: Tue May 07, 2019 5:15 pm

Re: No Response From Billing Team

Post by carbuncle5000 » Tue May 14, 2019 4:51 pm

Update: Sales team have been in touch and have kindly offered to fix these billing issues.

Thank you!

KavindaS
Forum Admin
Posts: 2544
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: No Response From Billing Team

Post by KavindaS » Tue May 14, 2019 7:06 pm

carbuncle5000 wrote:
Tue May 14, 2019 4:51 pm
Update: Sales team have been in touch and have kindly offered to fix these billing issues.

Thank you!
Good to hear that from your side :) . Let us know at anytime, if you need further assistance on this.

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