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Line Activation fee on plan change

Posted: Wed May 07, 2014 7:42 pm
by MatthewC
Hi

Why am I being charged a line activation fee for a change of plan? This is not a new service I am an existing Exetel customer, there is no line activation, the line is already active with an Exetel service.
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Line activation fee
Screen Shot 2014-05-07 at 7.33.26 pm.png (74.42 KiB) Viewed 5194 times
I've simply changed plan, this is a new 12 month contract.
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Change plan
Screen Shot 2014-05-07 at 7.35.50 pm.png (41.76 KiB) Viewed 5194 times
Invoice number E0053118625

Re: Line Activation fee on plan change

Posted: Wed May 07, 2014 8:39 pm
by Bellag
Hi Maththew,

A new Fiber customer is required to pay a line activation fee of $59.99 and at the same time take up a new 12 months contract. However, existing Fibre customers are given the option of upgrading to a new plan by either paying a plan change fee of$59.99 and continue on the existing contract or not pay the plan change fee and take up a new 12 months contract.

Regards,
Bella.

Re: Line Activation fee on plan change

Posted: Wed May 07, 2014 10:09 pm
by MatthewC
Hi Bella

The dashboard shows a new 12 month contract has already been started so I'm bemused as to how this can be charged. I'm happy to start the new 12 months contract but there is no where during the change plan to confirm this either way.

Re: Line Activation fee on plan change

Posted: Thu May 08, 2014 1:07 pm
by Bellag
Hi Matthew,

Could you kindly PM us the plan that you would like to change over to and we can arrange that for you.

Regards,
Bella.

Re: Line Activation fee on plan change

Posted: Thu May 08, 2014 7:39 pm
by Bellag
Hi Matthew,

PM received. Thank you.

Kind regards,
Bella.

Re: Line Activation fee on plan change

Posted: Fri May 16, 2014 5:41 pm
by MatthewC
I am still yet to receive a response to this issue, can someone please follow up.

Thanks
Matt

Re: Line Activation fee on plan change

Posted: Fri May 16, 2014 7:33 pm
by Bellag
Hi Matt,

An update has been sent to your nominated email address. (Reference ID 7882294)

Kind Regards,
BellaG.