I need to highlight one part of many issues that I have had with WA billing department including the Head of that department.
A bit of background. I pay with my credit card - WA has a debit on my account. During school holidays I normally up my cap. I believe that if you pay for something, you are entitled to a reasonable service and should deal with the issue if it is not received. WA claims to be one of the best and I feel needs to live up to that.
Due to previous billing issues I was told to ensure my request to increase or decrease my cap was done by 20th of the prior month. This I did in March when I went from 3 gig to 5 gig for April.
On 15 April I emailed support and asked for 5 gig to go to 3 gig from May (even though I had made this quite clear in March). Very quick and pleasant response from support saying all done.
On 22 April my account stops working. Phone support - I have reached my cap of 3 gig!! I mention that it is actually a 5 gig account and the team leader then sees it is but WA has been having problems with upgrades and downgrades and this is a system error - tough break for me. Anyway this eventually gets sorted out and during one of these conversations I explain clearly to the team leader that in May I am back to 3 gigs and need to be billed accordingly. He says yes, no problem at all is on the system.
On 23 April my credit card is charged for April even though it should have gone through at start of month. Long call to Head of Billing on that day and am told it is due to the fact that I am paying with my credit card and date of payment can not be guaranteed because WA waits until they have enough CC to process.
On 26th April I get an invoice for May charging me for a 5 gig account!!!!! I send an email to Head of Billings including the email from support on the 15th and mentioning my discussion with a team leader on 22nd all stating a 3 gig account for May. 2 day later I get a brief reply - and I quote part of it "It seems our agents our misunderstanding your need here. Please confirm, would you like the current 5gb account downgraded to a 3gb account as of 1 May 09"!!! This after I have also stated in my email a 3 gig account from May.
I responded to this mail over 48 hours ago and have still not received any reply. In this mail I asked for someone senior from WA to contact me, but I think that is unlikely (maybe after this??)
The amount of time and energy I have wasted with WA in the last few days is shocking considering I have done everything correctly on the 15th; then telephonically on the 22nd, and in emails to the Manager of Billings and still they mess up. I wish I could bill them for my time!!! Maybe this might improve service levels.
I have tried to give WA many opportunities to sort out this matter, but they have left me no choice but to make this public. Maybe now I will get some service.
A bit of background. I pay with my credit card - WA has a debit on my account. During school holidays I normally up my cap. I believe that if you pay for something, you are entitled to a reasonable service and should deal with the issue if it is not received. WA claims to be one of the best and I feel needs to live up to that.
Due to previous billing issues I was told to ensure my request to increase or decrease my cap was done by 20th of the prior month. This I did in March when I went from 3 gig to 5 gig for April.
On 15 April I emailed support and asked for 5 gig to go to 3 gig from May (even though I had made this quite clear in March). Very quick and pleasant response from support saying all done.
On 22 April my account stops working. Phone support - I have reached my cap of 3 gig!! I mention that it is actually a 5 gig account and the team leader then sees it is but WA has been having problems with upgrades and downgrades and this is a system error - tough break for me. Anyway this eventually gets sorted out and during one of these conversations I explain clearly to the team leader that in May I am back to 3 gigs and need to be billed accordingly. He says yes, no problem at all is on the system.
On 23 April my credit card is charged for April even though it should have gone through at start of month. Long call to Head of Billing on that day and am told it is due to the fact that I am paying with my credit card and date of payment can not be guaranteed because WA waits until they have enough CC to process.
On 26th April I get an invoice for May charging me for a 5 gig account!!!!! I send an email to Head of Billings including the email from support on the 15th and mentioning my discussion with a team leader on 22nd all stating a 3 gig account for May. 2 day later I get a brief reply - and I quote part of it "It seems our agents our misunderstanding your need here. Please confirm, would you like the current 5gb account downgraded to a 3gb account as of 1 May 09"!!! This after I have also stated in my email a 3 gig account from May.
I responded to this mail over 48 hours ago and have still not received any reply. In this mail I asked for someone senior from WA to contact me, but I think that is unlikely (maybe after this??)
The amount of time and energy I have wasted with WA in the last few days is shocking considering I have done everything correctly on the 15th; then telephonically on the 22nd, and in emails to the Manager of Billings and still they mess up. I wish I could bill them for my time!!! Maybe this might improve service levels.
I have tried to give WA many opportunities to sort out this matter, but they have left me no choice but to make this public. Maybe now I will get some service.
What was it you wanted again?
