Billing issue - service keeps being automatically suspended

[zedwunare]

Hi

I travelled and missed a couple of payment requests - in more than three years this is the first time this happened.

On Monday at 11h16 I got a "Suspension Warning" and so I made payment within the hour (11h55) on the same day.

On Tuesday I was suspended, I emailed billing and logged tickets without responses. I eventually phoned in - first phone call was not answered after waiting for 11 minutes on IVR waiting for billing department and eventually got hold of someone who reinstated my line after I referred them to the PoPs that I attached to my ticket and the email I sent.

Today (Wednesday) I was suspended again automatically and the customer zone still shows my invoice as not having been paid. I called in, the phone was answered much more quickly - but the billing representative who helped me said that she has escalated but can't tell me when this will be reconciled/resolved and couldn't promise me that I wouldn't keep being suspended on a daily basis.

Is this anything that someone on this forum could assist with?

Thanks,
Peter

P.S. here is a ref : #COOL-20230913-1450334

 

[CrypticZA]

@CoolEscalator

 

[NightShift]

Seem to be having intermittent drops on Teams calls on Octotel in Blouberg. Any instability happening at the moment?

 

[CrypticZA]

Seem to be having intermittent drops on Teams calls on Octotel in Blouberg. Any instability happening at the moment?

Wrong thread

 

[NightShift]

Wrong thread

lol doh! Used to the top/most recent thread in this forum always being the support thread...

 

[PBCool]

Hi

I travelled and missed a couple of payment requests - in more than three years this is the first time this happened.

On Monday at 11h16 I got a "Suspension Warning" and so I made payment within the hour (11h55) on the same day.

On Tuesday I was suspended, I emailed billing and logged tickets without responses. I eventually phoned in - first phone call was not answered after waiting for 11 minutes on IVR waiting for billing department and eventually got hold of someone who reinstated my line after I referred them to the PoPs that I attached to my ticket and the email I sent.

Today (Wednesday) I was suspended again automatically and the customer zone still shows my invoice as not having been paid. I called in, the phone was answered much more quickly - but the billing representative who helped me said that she has escalated but can't tell me when this will be reconciled/resolved and couldn't promise me that I wouldn't keep being suspended on a daily basis.

Is this anything that someone on this forum could assist with?

Thanks,
Peter

P.S. here is a ref : #COOL-20230913-1450334

Hi, has someone been in touch?