Why is billing refusing to credit my aacount ?

Note: For official invoice and billing responses use billing@exetel.com.au
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david256
Posts: 23
Joined: Fri Feb 16, 2007 2:30 am

Why is billing refusing to credit my aacount ?

Post by david256 » Fri Feb 04, 2011 12:11 pm

Ticket AHJ-24264-333

It is quite clear I have been charged twice for my mobile service.

Once for CAP35 and once for OCV200/35 which includes the mobile charge.

Can someone please help resolve or explain why I have to pay twice for a mobile service.

Thankyou

Dazzled
Volunteer Site Admin
Posts: 6007
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Why is billing refusing to credit my aacount ?

Post by Dazzled » Fri Feb 04, 2011 12:19 pm

Have you written to billing@exetel.com.au? Give them a few days to get to it. If the reply is unsatisfactory it can be escalated to resolution@exetel.com.au but you will need to quote the ticket number returned from billing.

OCV200 seems to have a few niggles judging from forum posts, and they are being looked at.

david256
Posts: 23
Joined: Fri Feb 16, 2007 2:30 am

Re: Why is billing refusing to credit my aacount ?

Post by david256 » Fri Feb 04, 2011 12:27 pm

Thank you for your reply, yes I have have an open ticket and have been in contact with billing, following is their
last reply.

I have explained that the OCV200/35 Plan includes the mobile charge, plus I have been charged CAP35 which is a second charge,
then my ticket closed.



Dear Sir/Madam,

Thank you for your e-mail.

Yes,you have only one mobile with us and that is 0416xxxxxx.

Could you please read my email carefully as the (-) sign indicates the discount amount and you have been charged $35.00 for the monthly charge
for CAP35 and $15.00 discount has been applied therefore total charge is $20.00 for the mobile 0416xxxxxx


Regards,

Dilini Illeperuma

Exetel Pty Ltd

edited by Dazzled: Phone number removed

Dazzled
Volunteer Site Admin
Posts: 6007
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Why is billing refusing to credit my aacount ?

Post by Dazzled » Fri Feb 04, 2011 12:51 pm

David256, the forum rules prevent us from discussing invoice details publicly. Could you please refer the reply to resolution@exetel.com.au for a senior staff member to look at the issue again for you?

david256
Posts: 23
Joined: Fri Feb 16, 2007 2:30 am

Re: Why is billing refusing to credit my aacount ?

Post by david256 » Fri Feb 04, 2011 12:54 pm

Thank you for your reply, I have emailed resolutions.

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