Friend Trying to Cancel Service

Note: For official invoice and billing responses use billing@exetel.com.au
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BCTech
Posts: 21
Joined: Mon Nov 03, 2008 2:55 pm
Location: Queensland Australia

Friend Trying to Cancel Service

Post by BCTech » Tue Nov 24, 2009 2:33 pm

I'm presently dealing with Billing on behalf of a friend and am having some difficulties. The story is I helped him sign up to Exetel using his daughter's email address as the primary contact (he has no idea how to email). He wanted to cancel the service so I did it for him via his Members Facilities, but for some reason only his ADSL got canceled and not his VOIP or Mobile services. He continued to be billed for VOIP and Mobile services $10 a month. He called up and spoke to support on the phone who told him he could only cancel via email. I emailed billing on behalf of him asking to cancel his service, they replied back saying the service can only canceled by email from the primary contact email. I then asked his daughter to pass the request on using her email which is the email used to register the account. The reply back is now saying that only the owner of the account can cancel the service and to have him email back the request. This is the point at which I wonder *WHAT THE?!*. Any ideas? Do I get his daughter (I removed her name) to email them back pretending to be her dad?

Here's is the conversation with billing thus far:
-------------
Dear Sir/Madam

Please specify your inquiry as we cannot proceed with cancellation of a service until its formally requested by the service owner him self.


Regards

[support person's name removed]

Exetel Billing

On Thu, 19 Nov 2009 21:26:19 +1100, [daughter's email removed] wrote:
>> Date: Thu, 19 Nov 2009 20:23:38 +1000
>> Subject: Fwd: [Exetel Billing #1872895]: Cancel service
>> From: [my email]@gmail.com
>> To: [daughter's email removed]
>>
>> [Daughter's name removed],
>>
>> Can you forward this from your [daughter's email removed] hotmail account? Can
>> you ask them to process the request as per the email below?
>>
>> Thanks :)
>>
>>
>> ---------------------------- Original Message ----------------------------
>> Subject: Fwd: [Exetel Billing #1872895]: Cancel service
>> From: <[my email]@gmail.com>
>> Date: Tue, November 17, 2009 9:51 pm
>> To: [daughters email]
>> --------------------------------------------------------------------------
>>
>> Hey [Daughter's name removed],
>>
>> Did we use your email address to get the Exetel service? I think it was your
>> other email address... do you still have the original emails?
>>
>> Paul
>>
>>
>>
>> ---------- Forwarded message ----------
>> From: Exetel Billing <billing@exetel.com.au>
>> Date: Tue, Nov 17, 2009 at 2:18 PM
>> Subject: [Exetel Billing #1872895]: Cancel service
>> To: [my email]@gmail.com
>>
>>
>>
>> Dear Sir/Madam
>>
>> Please inform the service owner to send in an email from the nominated email
>> account of the service stating the 10 digit service number, as we cannot
>> proceed with any correspondence pertaining to a service account until we
>> verify the person seeking information to be the service owner nor can we
>> proceed with cancellation of the services.
>>
>>
>> Regards
>>
>> [Support person's email removed]
>>
>> Exetel Billing
>>
>> On Sun, 15 Nov 2009 10:46:19 +1100, [my email]@gmail.com wrote:
>>> Could you please cancel mobile phone and VOIP for services for
>> [service owner's name removed]
>>> [phone number of service owner removed]
>>>
>>> Thanks
>>
>>
>> === Exetel Customer Service Survey
>> ========================================================================
>> In our continuous efforts to improve the quality of our services to you, we
>> welcome your feedback and would appreciate a moment of your time here:
>> https://www.exetel.com.au/survey/res_support_survey.php
>> ===========================================================================================================
>>
>>
>> --
>> [my signature removed]
>
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=== Exetel Customer Service Survey ========================================================================
In our continuous efforts to improve the quality of our services to you, we welcome your feedback and would appreciate a moment of your time here: https://www.exetel.com.au/survey/res_support_survey.php
===========================================================================================================

JasonM

Re: Friend Trying to Cancel Service

Post by JasonM » Wed Dec 02, 2009 3:18 pm


BCTech
Posts: 21
Joined: Mon Nov 03, 2008 2:55 pm
Location: Queensland Australia

Re: Friend Trying to Cancel Service

Post by BCTech » Thu Dec 03, 2009 9:23 am

That's the first thing I tried, it no longer logs in using what I thought were the login details.

JasonM

Re: Friend Trying to Cancel Service

Post by JasonM » Thu Dec 03, 2009 5:31 pm

I sent a reply email, this issue is best dealt with via email.

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