Big problem with Excess usage

Mobile phone plans, SIM card activation and porting issue
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iandrewey10
Posts: 3
Joined: Sun Aug 14, 2016 6:08 pm
Location: melbourne

Big problem with Excess usage

Post by iandrewey10 » Sun Aug 14, 2016 9:22 pm

I have an old $15 plan with Exetel, it has free social media, and 1.5gb of data on top of that.

I recent months, nothing has changed in my usage pattern at all, mainly use twitter and facebook.

Yet the last three months I have supposedly gone over. I have asked Exetel to look into it, with no luck at all.

So from someone who never has gone over my last 3 months have been $12 over, $22 over & now $42 over.

This is now out of control, last month I turned mobile data off after I got the warning email, only used twitter and facebook at work.

I asked for usage details, what the data was actually used for, this took exetel forever. When I told them that the tower it said I'm using, is nowhere near where I live, they just replied that it is correct.

I have been a loyal long term customer, I need to have these excess charges reversed.

I really want to talk to an exetel official from Australia, not a call center, they don't seem to understand no matter how I explain it.

My phone will move next month is this is not sorted.

sachindaL
Exetel Staff
Posts: 71
Joined: Fri Jul 18, 2014 5:40 pm
Location: Sydney

Re: Big problem with Excess usage

Post by sachindaL » Sun Aug 14, 2016 9:53 pm

Kindly PM your service number :D

sachindaL
Exetel Staff
Posts: 71
Joined: Fri Jul 18, 2014 5:40 pm
Location: Sydney

Re: Big problem with Excess usage

Post by sachindaL » Sun Aug 14, 2016 10:50 pm

Thanks for the PM.
We will look into this and get back to you. :)

iandrewey10
Posts: 3
Joined: Sun Aug 14, 2016 6:08 pm
Location: melbourne

Re: Big problem with Excess usage

Post by iandrewey10 » Mon Aug 15, 2016 5:21 pm

So I have tried to get to speak to someone at Exetel in Australia for the last hour. It seems that this is an impossible task.
Exetel are now 100% a Sri Lankan company.

As per every other conversation I have had with the Sri Lankan call centre, I got nowhere.

Of course I was told it was my phone, had a virus. So I went through the process and of course there is no virus.

All along I have been asking them to tell me the websites or downloads I have supposedly been using, but they say that is not possible.

I explained that I am Exetel's customer, Exetel are Optus's customer. There is a saying in Australia, "the customer is always right". So they need man up and demand this information from Optus.

This will end up with the ombudsman, or small claims. I've had enough of being treated like a dummy.

I live in Montrose yet it says I'm using a tower in Wonga Park, 20 km away.

Admit fault, re set my phone, refund my money.

Long term customers count for nothing here.

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KavindaS
Forum Admin
Posts: 2373
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Big problem with Excess usage

Post by KavindaS » Mon Aug 15, 2016 6:39 pm

iandrewey10 wrote:So I have tried to get to speak to someone at Exetel in Australia for the last hour. It seems that this is an impossible task.
Exetel are now 100% a Sri Lankan company.

As per every other conversation I have had with the Sri Lankan call centre, I got nowhere.

Of course I was told it was my phone, had a virus. So I went through the process and of course there is no virus.

All along I have been asking them to tell me the websites or downloads I have supposedly been using, but they say that is not possible.

I explained that I am Exetel's customer, Exetel are Optus's customer. There is a saying in Australia, "the customer is always right". So they need man up and demand this information from Optus.

This will end up with the ombudsman, or small claims. I've had enough of being treated like a dummy.

I live in Montrose yet it says I'm using a tower in Wonga Park, 20 km away.

Admit fault, re set my phone, refund my money.

Long term customers count for nothing here.
We apologies for the inconvenience may have caused. As per the last conversation you had with the billing department, this has been already escalated with the Management under the reference number 10397757. We will further look in to this and get back to you through the same ticket.

James
Exetel Staff
Posts: 1985
Joined: Mon May 09, 2005 10:27 pm

Re: Big problem with Excess usage

Post by James » Tue Aug 16, 2016 7:52 am

iandrewey10 wrote:So I have tried to get to speak to someone at Exetel in Australia for the last hour. It seems that this is an impossible task.
Exetel are now 100% a Sri Lankan company.

As per every other conversation I have had with the Sri Lankan call centre, I got nowhere.

Of course I was told it was my phone, had a virus. So I went through the process and of course there is no virus.

All along I have been asking them to tell me the websites or downloads I have supposedly been using, but they say that is not possible.

I explained that I am Exetel's customer, Exetel are Optus's customer. There is a saying in Australia, "the customer is always right". So they need man up and demand this information from Optus.

This will end up with the ombudsman, or small claims. I've had enough of being treated like a dummy.

I live in Montrose yet it says I'm using a tower in Wonga Park, 20 km away.

Admit fault, re set my phone, refund my money.

Long term customers count for nothing here.
Optus do not provide us a log of websites our customers access, just like Exetel does not currently log websites customers access through their ADSL services.

It is certainly possible to connect to a tower 20kms away.

iandrewey10
Posts: 3
Joined: Sun Aug 14, 2016 6:08 pm
Location: melbourne

Re: Big problem with Excess usage

Post by iandrewey10 » Tue Aug 23, 2016 10:35 pm

So why would it log on in my area also then?,

It took a week to get a reply from Exetel and the reply was as expected.

Your internet usage is correct, but we can't tell you what you have used it on.

I'm nearly at my limit again, and all I use is twitter and facebook, and email, they are one line junk emails.

Their solution was for me to find another provider, isn't that pathetic.

Moving the customer service to Sri Lanka has been a great sucsess. That is exactly why I wanted to speak with an Australian staff member.

I will continue the battle, I'm turning mobile data off for 24 hours, I bet it shows up that it has been used.

James
Exetel Staff
Posts: 1985
Joined: Mon May 09, 2005 10:27 pm

Re: Big problem with Excess usage

Post by James » Tue Aug 23, 2016 10:37 pm

I don't believe any of our plans have any free social media inclusions anymore, you might want to check that with the ticket you have submitted.

Our Sri Lankan call centre, provides a great experience for our customers.

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