Follow up on ticket # 11062153

Queries, errors or glitches regarding Member facilities
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IanS
Posts: 259
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Follow up on ticket # 11062153

Post by IanS » Sat Jan 14, 2017 2:26 pm

Just wondering if I could find out the status of the above ticket raised by friends at Coal Point NSW

Initially they were on the RV5 VoIP plane with the VP6 (110 min s to mobiles) VoIP pack.
19/10/16 a request was lodged to change to the Unlimited Home Phone (VoIP) plan
The new VoIP plan was activated & a they were charged on their November 2016 invoice, but were still charged for the VP6 value pack.
Their December invoice still has the VP6 plan & they are being charged for mobile calls, when they should be included in the Unlimited Home Phone (VoIP) plan
Ticket was raised 16/12/16 7:02pm, but to date nothing appears to have been done

Could you please investigate ASAP, delete the VP6 plan & arrange for a refund of the overcharged mobile calls

Regards
IanS

HimaJ
Exetel Staff
Posts: 171
Joined: Mon Feb 09, 2015 8:15 pm
Location: Sydney

Re: Follow up on ticket # 11062153

Post by HimaJ » Sat Jan 14, 2017 6:19 pm

Hi Ian,

We apologise for the inconvenience the service has caused.

We will investigate this with the relevant department and update you shortly.

IanS
Posts: 259
Joined: Fri Jun 25, 2004 11:32 pm
Location: Newcastle

Re: Follow up on ticket # 11062153

Post by IanS » Sun Feb 26, 2017 10:45 am

Hi HimaJ,

On the 1/2/17 my friends received a $21.20 credit for the overcharges, but the VP6 plan is still on their current invoice dated 14/02/17.

Since the VP6 plan is discontinued, there's no means for the user to cancel it from the user facilities. Can you please cancel the plan from your end?


Regards
IanS

rehanj
Exetel Staff
Posts: 261
Joined: Wed Jun 17, 2015 10:26 am
Location: Colombo

Re: Follow up on ticket # 11062153

Post by rehanj » Sun Feb 26, 2017 5:49 pm

Hi Ian,

We will look into this and update you shortly, apologies for any inconvenience caused.

Regards

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