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VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 10:44 am
by alexportnoy
Hello.

Exetel is overcharging customers on its HSPA Calling Card service.

On this page: https://www.exetel.com.au/hspa/calling_ ... ink=link13

it says:

"You will be charged 10 cents per call by Exetel to connect to this service but there will be no charges from your current provider. You can use this service anywhere in Australia."

So, I set up my Callback Number as required.

I called "02 8207 8900", it gave me an Engaged signal, then rang me back. I did not dial any numbers from the menu and hung up.

THIS ALL SHOULD ONLY COST 10 CENTS.

Yet, when I go to "Call Usage Details" for a Callback number, I get charged 42 cents:

"0xxxxxx 0xxxxxx australia - mobile - telstra 2010-04-23 10:21:18 00:01:31 $0.42"

This is wrong. I should not only be charged 10 cents.

Exetel : PLEASE FIX.

Take Care,

Alex

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 11:08 am
by Mixer
Calling card is 10c between fixed lines. Mobile calls are different.

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 11:32 am
by alexportnoy
Mixer wrote:Calling card is 10c between fixed lines. Mobile calls are different.
How much is it then?

It says "10 cents per call only".

In any case, it should be changed & made ABSOLUTELY CLEAR by Exetel on this page:

https://www.exetel.com.au/hspa/calling_ ... llerid.php

It is illegal ("misleading"-Trade Practices Act) to have what they have written right now.

I bought this Calling Card on the proviso that it was 10 cents Callback Charge to ANY line, and no more.

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 1:51 pm
by Mixer
Funny... when I go to
https://www.exetel.com.au/hspa/calling_ ... ink=link13 or
https://www.exetel.com.au/members/calli ... _rates.php I get:

Calling Card Charges (22/10/07)
Calling From Calling To Price Inc GST
Australia Any Australian Location All Other Australia $0.10 (per call)
Any Australian Location Any Mobile Number $0.22 (per minute)
Any Australian Location 13 and 1300 numbers $0.30 (per call)

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 2:15 pm
by alexportnoy
Exetel has many different calling card products.

You are pointing to their range of International Calling Cards.

I am specifically referring to the HSPA Calling Card, which says:

https://www.exetel.com.au/hspa/calling_ ... llerid.php

"
Advantages Of Registering The Number(s) You Plan To Use

By registering the number(s) you plan to use to make calls with the Exetel VoIP Calling Service you can save both time (you don.t have to enter a pin number when making calls) and, almost certainly, money.

You will be charged 10 cents per call by Exetel to connect to this service but there will be no charges from your current provider. You can use this service anywhere in Australia.

Card Number: XXXXXXXXXXXXXXXX
Carder ID: (Area Code + Phone Number) eg. XXXXXXXX


Using The Pre-Registered Service
Once you have registered a number to use with the Exetel VoIP Calling Service you can use that number to initiate a call. To do this please do the following:

Step 1 Dial 02 8207 8900

Step 2 Once you hear the engaged tone - hang up - there will be no charge for this call from your call provider

Step 3 After around ten seconds your telephone will then ring and when you pick it up you will be told how much credit you have and then asked to dial the number of the person you wanted to call.
"

Notice the "10 cent" statement above.

I am disputing this.

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 2:27 pm
by Mixer
Well then I think you might be a bit confused but as you wish, after all it is your complaint.

Re: VOIP Calling Card overcharging

Posted: Fri Apr 23, 2010 2:30 pm
by alexportnoy
Fair enough.

Maybe all they need to do is remove this offending sentence and all will be hunky-dory:

"You will be charged 10 cents per call by Exetel to connect to this service but there will be no charges from your current provider. You can use this service anywhere in Australia."

But I won't recharge again now that I know the correct charges.