Double deduction for this month

iBurst said:
Communication has been sent to the affected clients.
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I suppose we will have to take your word for it, that you have identified all the affected clients, and not just drawn up a list from the complaints from users on this forum.
 
Some clarification.

Firstly sincere apologies for the error which was a submission fault. The refunds have been submitted and will clear through the banks tonight. If you use the same bank as us it will be immediate, else the time it takes might vary by a couple of days. This is bank dependant.

The emails will also be sent through tonight.
 
Where is my money, your credit control manager promised I would have the money today!?
 
A final update on this:

Firstly apologies for this stuff-up, should not have happened. Relevant person has been shot.

Secondly, although academic, this is not actually a billing issue. As you know we've been through a torrid time to get the billing systems stable and, must say, we've made great strides in this regards. The last few months got progressively better and availability and accuracy is now at levels we've never had before.

So what happened here?

iBurst subscribers can define their own date on which their debit order runs. This means we do a submission every day to the banks for the relevant debit order date. On Friday the debit order for the 16th somehow got the debit order for the 1st added to it and the banks ran both sets. So subscribers whose debit order already ran on the 1st got hit a second time.

We ran a credit against the 1st's list and those credits will be processed by your bank tonight.
 
jannievanzyl said:
A final update on this:

Firstly apologies for this stuff-up, should not have happened. Relevant person has been shot.

Secondly, although academic, this is not actually a billing issue. As you know we've been through a torrid time to get the billing systems stable and, must say, we've made great strides in this regards. The last few months got progressively better and availability and accuracy is now at levels we've never had before.

So what happened here?

iBurst subscribers can define their own date on which their debit order runs. This means we do a submission every day to the banks for the relevant debit order date. On Friday the debit order for the 16th somehow got the debit order for the 1st added to it and the banks ran both sets. So subscribers whose debit order already ran on the 1st got hit a second time.

We ran a credit against the 1st's list and those credits will be processed by your bank tonight.
Click to expand...

Okay Jannie, but i dont have a debit order set , (or at least its been canceld since december 09 or so because of double debiting). My bank details were removed from the system (or so i was told by iburst acounts), after reporting this to ronald, i get a call from sarah asking for my bank details to refund my money and her word my bank details will be removed , again.I acept that i probaly wont get my money today, probably will be in tomorow or latest wednesday. now i have a habit of paying all my acounts(including iburst) on pay day(in my case the 25th) which i will do, but how do i know that your truly incompetant staff will not debit me on the first? if you want my acount details ronald has it.
 
isie said:
Okay Jannie, but i dont have a debit order set , (or at least its been canceld since december 09 or so because of double debiting). My bank details were removed from the system (or so i was told by iburst acounts), after reporting this to ronald, i get a call from sarah asking for my bank details to refund my money and her word my bank details will be removed , again.I acept that i probaly wont get my money today, probably will be in tomorow or latest wednesday. now i have a habit of paying all my acounts(including iburst) on pay day(in my case the 25th) which i will do, but how do i know that your truly incompetant staff will not debit me on the first? if you want my acount details ronald has it.
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Thanks for the feedback. Actually casts another light on this which I'll have checked out.

Again my apologies.
 
Hi Jannie/Ronald,

There seems to be some confussion within Iburst. According to yourself and Ronald Iburst would transfer the money back to the people affected by this error, yet your accounts department send an e-mail out saying that there are to options we can choose.
1. accept the deduction and not have the money deducted on the 1st
2. If we want deduction credited we need to contact the accounts department to arrange for the refund.
So which is it?
 
Ok,

iBurst surprised me.

The Big Boss actually entered the fray and took responsibility - something seldom happening in South Africa.

The problem was addressed and serious attempts were made to correct it immediately with minimal begging from clients - must be another first in SA.

If the banks would just develop the same habbits :-)

Not to mention insurance companies when one submits a claim.
 
Bmax17 said:
Hi Jannie/Ronald,

There seems to be some confussion within Iburst. According to yourself and Ronald Iburst would transfer the money back to the people affected by this error, yet your accounts department send an e-mail out saying that there are to options we can choose.
1. accept the deduction and not have the money deducted on the 1st
2. If we want deduction credited we need to contact the accounts department to arrange for the refund.
So which is it?
Click to expand...

Sorry, I was wrong. The correct process is as mentioned in the email. If you email the accounts department as mentioned, they will submit an immediate refund to our bank and it will appear in your account afer the normal clearing process.
 
I wonder why my comment was removed....? I said "Jannie, your company is a disgrace", I don't think that broke any forum rules. I was expressing my opinion in relation to the double debit I experienced and not for the first time!
 
i recevied an e-mail this morning for the invoice which bill me for R795...
I ONLY HAVE A WIRELESS 2 PACKAGE AND HOW DOES IT COME UP TO R795???
looks like iBurst charged me triple for the 64kbps VAS that i had cancelled already.....
iBurst Rep please help
 
o_0sky said:
i recevied an e-mail this morning for the invoice which bill me for R795...
I ONLY HAVE A WIRELESS 2 PACKAGE AND HOW DOES IT COME UP TO R795???
looks like iBurst charged me triple for the 64kbps VAS that i had cancelled already.....
iBurst Rep please help
Click to expand...

I have replied on your PM.
 
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