Morning all,
I thought I would share this with everyone.
My apologies in advance for the long post, but in summary for those that doesn't want to read everything:
1. Afrihost accounts have a problem with their internal controls.
2. Upgrading has some hidden costs so be aware of them.
So herewith the long winded post with what has expired:
I had a 2 MBps bundle last month and tried to upgrade.
Due to Telkom issues Afrihost told me it was not possible to upgrade.
I was then credited for the prorata amount that was deducted for the failed upgrade.
So on the 9th I called Telkom and was told that I could upgrade to 4 MBps.
I contacted Afrihost and asked that my 2 MBps bundled package be upgraded to the 4MBps bundled package.
The upgrade happened the same day and I was running 4MBps that same day.
So the first invoice I get is immediately for prorata connection R220 which was acceptable as it was only R10 than what was expected.
The problem started when I all of a sudden received a second invoice yesterday for R91.
I queried this and got this response:
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Good afternoon
Thank you for your mail.
Please be advised that the business bundle cost R797.00 per month.
Thus far you have paid.
Business DSL 2 Mbps [
[email protected]] (R 397.00)
up to 2Mbps [012-377-XXXX] (R 149.00)
R400.23 on the 01/09/2014 as you had a credit on the account and thus the amount of R400.23
Then you upgrade and you was then billed :
Package Update Pro Rata - Business DSL up to 4 Mbps: [
[email protected]] (R 220.00)
Then the line was upgrade to Connectivity Line Update [ADSL to ADSL] - pro-rata (R 91.00)
Total paid thus far is R711.23.
This is correct and in order.
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I then responded with:
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Hi Zayne,
First off I would like to congratulate Afrihost on their turn around to responding to it's clients in a timely fashion.
Your service is definitely more usable now.
Now to the business at hand:
My apologies but I'm even more confused by your response.
I agree that the service is R797 on the bundled package.
However your opening statement is where I start to differ from you.
I am on a R497 bundled package (attached last invoice IN5303990) and not on a separated package as indicated in your mail (Your total R546).
The bundled package of R497 was also confirmed via e-mail from Clothilda (attached).
Then where the big problem steps in is your assumption that the service was not fully paid for in September (R400.23).
You used this amount to calculate the rest of your costs and it is incorrect and not in order.
Last month Afrihost was not able to upgrade my line due to Telkom issues. I was credited and fully paid up for September.
See attached account ledger issued by Samantha and attached (A13342911) for confirmation.
This means that R497 was in effect paid for September.
Now the crux of the matter and why I queried the invoicing:
Please tell me if I worked it out incorrectly as I will write it down step by step how I derived at my amount that I expected to pay.
As I am on a 2 MBps bundled account I requested that I be upgraded to a 4MBps bundled account.
The prorate amount is worked out by first working out the difference between the two packages:
R797 - R497 = R300
Then the amount of days for the month should be taken into account.
R300 / 30 days = R10 per day.
The service was upgraded on the 9th.
That means that 21 days should be invoiced on a prorate bill (R10 * 21 Days = R210)
I was expecting an invoice of R210 for the package (Line + Data)
Now my problem is that you have invoiced me R220 + R91= R311
This means that for the month I will now pay R497 + R311 = R808!!!.
Now that exceeds the R797 that was advertised as a monthly cost for the bundled account, never mind a prorate bill from the 9th.
I could live with the R220 invoice even though it was R10 more than what I expected, but this is totally defying logic for me now that an additional cost of R91 is added.
Please enlighten me where I have gone wrong.
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The response this morning:
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Trust you are well
Thank you for your valued email. You received a bundle discount on your 2mbps package. Unfortunately we do not give 2 bundle discounts in a month and the upgrade is calculated separately.
Let's consider full price pro rata below:
Business DSL 2 Mbps R97 for 9 days R119.10
2 Mbps Line R149 for 9 days R44.70
Total R163.80
Business DSL up to 4 Mbps R697 for 21 days R487.90
4 Mbps Line R279 for 21 days R195.30
Total R683.20
Grand total R847 less your bundle discount of R49R
R798 to be paid
R808 has been paid. We will pass a credit of R10.
If we can assist you further please do not hesitate to get back in touch. Have a great day.
Kind Regards
Candice
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So it is clear from the e-mails that there is a internal control deficiency as 2 different agents in accounting gave me 2 different answers.
The worrying thing however is the statement that they cannot upgrade bundles to other bundles as you only get 1 discount per month......
So once again my apologies for the long post, but be aware that upgrades will cost you more than you anticipate!