Incorrect call out fee of $220

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Incorrect call out fee of $220

Postby minhcongtruong on Mon May 15, 2017 5:27 pm

My ticket number is: #11487105

I first made my complaint about an “Incorrect call out fee of $220” on 19/04/2017.

I have sent my complaint by email more than 10 times, 3 times by fax and 2 times by phone from 19/04/2017 to 12/05/2017 (I still have all the evidence), but I only received two responses:

"Depending on the type of problem it may require wholesale network supplier assistance. We will get back to you as soon as possible” on 19/04/2017 (response on my first complaint).
"Please be advised that we will escalate your issue related to the FFS charges to Exetel management and update you via email once a feedback is received." from Hima Jayawardana, L1 - Network Support Engineer, Exetel Technical Support on 08/05/2017. (response after my complaint over the phone).

I have not heard anything since, despite repeatedly sending messages to technical support and complaints. Then this morning, 15/05/2017, I received the invoice of $220 for the incorrect call out fee. Can someone please look at this. It seems like Exetel is ignoring my complaint until they are brought to light in this forum.

Cong TRUONG
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Re: Incorrect call out fee of $220

Postby KavindaS on Mon May 15, 2017 5:36 pm

minhcongtruong wrote:My ticket number is: #11487105

I first made my complaint about an “Incorrect call out fee of $220” on 19/04/2017.

I have sent my complaint by email more than 10 times, 3 times by fax and 2 times by phone from 19/04/2017 to 12/05/2017 (I still have all the evidence), but I only received two responses:

"Depending on the type of problem it may require wholesale network supplier assistance. We will get back to you as soon as possible” on 19/04/2017 (response on my first complaint).
"Please be advised that we will escalate your issue related to the FFS charges to Exetel management and update you via email once a feedback is received." from Hima Jayawardana, L1 - Network Support Engineer, Exetel Technical Support on 08/05/2017. (response after my complaint over the phone).

I have not heard anything since, despite repeatedly sending messages to technical support and complaints. Then this morning, 15/05/2017, I received the invoice of $220 for the incorrect call out fee. Can someone please look at this. It seems like Exetel is ignoring my complaint until they are brought to light in this forum.

Cong TRUONG


You should receive a response from the support Manager, before close of business today. You may reply back to the same email 11487105, if you have further concerns with that. We apologise for the inconvenience may have caused by this.
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