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Why am I being interim billed on Z39 mobile plan?

Posted: Tue Aug 09, 2011 8:55 pm
by philled
I recently signed up for the Z39 mobile plan which is supposed to give me 200 minutes of calls + 5GB data. My data usage for the month so far is 57MB. Why, then, have I received this email?
For service 04xxxxxxxx please be advised you will be interim billed $100 in 2 days for your Exetel HSPA Mobile service charges for the billing month to date.
I sent an enquiry to billing@exemail.com.au but nobody has replied. The only additional information I have since received is a reminder that I am going to be billed $100 and no answer to my question as to why.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Tue Aug 09, 2011 8:59 pm
by rukshani
I have passed this query on a to billing representative, he will look in to this soon.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Tue Aug 09, 2011 9:32 pm
by AzwanM
philled wrote:I recently signed up for the Z39 mobile plan which is supposed to give me 200 minutes of calls + 5GB data. My data usage for the month so far is 57MB. Why, then, have I received this email?
For service 04xxxxxxxx please be advised you will be interim billed $100 in 2 days for your Exetel HSPA Mobile service charges for the billing month to date.
I sent an enquiry to billing@exemail.com.au but nobody has replied. The only additional information I have since received is a reminder that I am going to be billed $100 and no answer to my question as to why.
I have sent a reply to the e-mail that you have sent. If you need further assistance, please reply to that e-mail.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Wed Aug 24, 2011 12:11 pm
by cainicus
I just received the same message and am also unsure of why this would be. Was this resolved?

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Wed Aug 24, 2011 12:46 pm
by Tom B
I noticed on the usage meter that 13/1300/1800 numbers are not included in the cap, and are being billed at an additional charge.

My Partner has a $21 outstanding charge for a 13 number call, on the Z15 plan.

I think that may be the error, when some of the Z plans are supposed to have these kind of calls included in the cap.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Wed Aug 24, 2011 3:36 pm
by rukshani
Tom B wrote:I noticed on the usage meter that 13/1300/1800 numbers are not included in the cap, and are being billed at an additional charge.

My Partner has a $21 outstanding charge for a 13 number call, on the Z15 plan.

I think that may be the error, when some of the Z plans are supposed to have these kind of calls included in the cap.
Calls to 1300 numbers are included in the Z15 plan and the usage meter has now been fixed to reflect this.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Wed Aug 24, 2011 3:43 pm
by rukshani
cainicus wrote:I just received the same message and am also unsure of why this would be. Was this resolved?
If you were charged with an interim bill, please email me your service number to rukshanip@exetel.com.lk and I will look in to it.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Thu Sep 15, 2011 6:23 pm
by brianh
I have also received notice that I will be Interim Billed $100 tomorrow on a BB55 plan that was only completely provisioned on Monday. Not sure how or why that works....and this doesn't create a good impression, especially after my recent experiences.....

I have not received any reply from billing despite sending two emails (that have both received separate Ticket #ID's, in spite of my quoting the first one in my reply...... ?????)

I have also forwarded an email to rukshanip as in the above post.

Regards,
Brian

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Thu Sep 15, 2011 6:31 pm
by rukshani
brianh wrote:I have also received notice that I will be Interim Billed $100 tomorrow on a BB55 plan that was only completely provisioned on Monday. Not sure how or why that works....and this doesn't create a good impression, especially after my recent experiences.....

I have not received any reply from billing despite sending two emails (that have both received separate Ticket #ID's, in spite of my quoting the first one in my reply...... ?????)

I have also forwarded an email to rukshanip as in the above post.

Regards,
Brian
Sorry I'm not sure I have received your email, if you could please PM me your ticket numbers, I'll immediately take a look in to it for you.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Thu Sep 15, 2011 7:22 pm
by brianh
PM Sent, thanks.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Thu Sep 15, 2011 8:10 pm
by rukshani
Thanks for the PM. We have fixed this issue, you will shortly receive an email via Ticket ID: 443462.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Fri Sep 16, 2011 5:56 am
by brianh
Email received, thanks for your prompt attention.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Mon Dec 19, 2011 12:07 pm
by dougy
I''m experiencing the same problem .... seems the issue has yet to be resolved. Lack of communication is extremely frustrating, why isn't a phone number available for billing ??

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Mon Dec 19, 2011 3:46 pm
by rukshani
dougy wrote:I''m experiencing the same problem .... seems the issue has yet to be resolved. Lack of communication is extremely frustrating, why isn't a phone number available for billing ??
Please kindly email your ticket id/service number to rukshanip@exetel.com.lk and I will have this looked in to for you.

Re: Why am I being interim billed on Z39 mobile plan?

Posted: Sun Jan 29, 2012 12:56 pm
by slave1
Same thing happened to me on a bundled plan. Kept getting email and sms notification, even after receiving a couple of emails via support telling me an error and it won't be billed. Sure enough I was billed. Super peeved.

I should mention that Rochana and Eromal have been replying to my email queries and want to thank them for following up, but just peeved that despite all their efforts and courteous exchanges the error still happened.