Axxess - multiple debits this month

[bobmonkey]

A glitch in the network has caused me to be billed 4 times for my data package. My normal billing amount is R456 but I am sitting out of pocket for an additional R1368. This isn't my credit card but from my debit card which comes straight out of my main account.

When i phoned the accounts department now I was told :
they don't know what happened
they don't have the money in their account
they are waiting for a list from "Gateway" to find out who get multiple billed.
they don't know when they are going to transfer the money back
they don't know how they will inform us.

So now I wait, out of pocket of R1400, for them to figure out what the hell is going on. Apparently some guy got hit for R20k.

Anyone else have this happen to them?

 

[MickZA]

Now you mention it I've got a 3GB capped backup account with them for which I haven't seen Octobers invoice (standing EFT payment), I'll test it tonight to see if it's active.

 

[F1 Fan]

PM Axxess Lady?

 

[xrapidx]

Phone bank, reverse it.

 

[The Axxess Lady]

A glitch in the network has caused me to be billed 4 times for my data package. My normal billing amount is R456 but I am sitting out of pocket for an additional R1368. This isn't my credit card but from my debit card which comes straight out of my main account.

When i phoned the accounts department now I was told :
they don't know what happened
they don't have the money in their account
they are waiting for a list from "Gateway" to find out who get multiple billed.
they don't know when they are going to transfer the money back
they don't know how they will inform us.

So now I wait, out of pocket of R1400, for them to figure out what the hell is going on. Apparently some guy got hit for R20k.

Anyone else have this happen to them?

Hi bobmonkey,

Our sincerest apologies for this, we are aware of the problem and we are in the process of refunding the affected clients. It seems that it was caused by a technical error on our system.

Please be assured that this will not happen again. Please PM us your Axxes account number.
The Axxess Lady

 

[Franna]

This is why a "stop order" is better than a "debit order". Why give any company access to debit your account at will.

 

[eXeBuG]

Also got multiple invoices outstanding for services not ordered, waiting for that to get cleared from my CP

 

[bobmonkey]

Axxess, you need to send out communications to your clients to let us know what you are doing about this error. I understand this is a problem you are sorting out but you have not told us anything about it or timelines on when it will be resolved.

This is how a company loses customers.

 

[The Axxess Lady]

Axxess, you need to send out communications to your clients to let us know what you are doing about this error. I understand this is a problem you are sorting out but you have not told us anything about it or timelines on when it will be resolved.

This is how a company loses customers.

Dear Bobmonkey,

Upon thorough review of the situation, we have identified the cause in our recent internal system upgrade - which is aimed at providing better service levels to all our clients in the long run.
Please PM me your account number and someone in Finance will get back to you with an answer shortly.
We appreciate your patience and are committed to providing you with the highest level of service, simply because you deserve the very best.

 

[WishfulThinking]

.. , we have identified the cause in our recent internal system upgrade

Downgrade -
until you implemented these changes, one was able to click on the invoice no. within the Statement section, and view the contents of each invoice - this can no longer be done ; please ensure this is fixed by next month's billing.
No need to send you an Account no., as this is a general fault now within your systems, not specific to our (business-related) account.

 

[_Maximus_]

Just to add in here, Ive been hit the same way.

I purchased a prepaid product on the 19th of last month - which is a once off product.
I was billed again on the 1st of October, even though I never purchased the product for a second time.

Ive sent two e-mails, and await their response. Hoping this is cleared up soon.

 

[The Axxess Lady]

Just to add in here, Ive been hit the same way.

I purchased a prepaid product on the 19th of last month - which is a once off product.
I was billed again on the 1st of October, even though I never purchased the product for a second time.

Ive sent two e-mails, and await their response. Hoping this is cleared up soon.

Dear Maximus,

Please DM me your Account number and I will follow up for you.

The Axxess Lady

 

[The Axxess Lady]

Hi Maximus,

Please DM me your Axxess Account number so that I can assist.

The Axxess Lady

 

[The Axxess Lady]

Downgrade -
until you implemented these changes, one was able to click on the invoice no. within the Statement section, and view the contents of each invoice - this can no longer be done ; please ensure this is fixed by next month's billing.
No need to send you an Account no., as this is a general fault now within your systems, not specific to our (business-related) account.

Good Day,

You can view the detail on the invoice via the Account History function under My Account by clicking on the PDF icon.

 

[_Maximus_]

Hi Maximus,

Please DM me your Axxess Account number so that I can assist.

The Axxess Lady

Sent it this afternoon. I await your reply.