WA Billing not so great.

semaphore

semaphore

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I am at my wits end with this dept, the ADSL support, and other general queries are great, but this .. not so much.

I requested to cancel an account on the 25th, so i get the confirmation email stating that it has been processed, now i get an invoice 2 days ago stating that its going to be billed?!?!? WTF.. firstly, i email this person saying this is incorrect as i requested to cancel it, they tell me its a month to month. Really? thanks i didn't know this already, i then tell them i want it cancelled like I CLICKED ON MY CONSOLE IN THE CLIENT HOME AREA. Then they presume to tell me its going to take 24hours to credit my account WTF. how does something take 24hours to credit when its not even rolled into the new month. It has been 45hours + now and NOTHING.
 
No its a month to month account. Meaning you cancel it now for end of the month, or immediately.
 
Oh cool, so I can expect the same on my WebAfrica cancellation request! Oh noez!

On a sidenote; I tried to cancel my Axxess recurring ones (626 and Shaped1GB) on the 24th and they will only cancel it at the end of May. I'll give the account to somebody else I suppose.

So, both these "better service" ISP's are a big let down in the cancellations department it would seem.
 
Im sitting with the same problem.. I have a few adsl accounts that I keep active for one or two clients.

Ordered a new account from them two months ago, and their queue was down meaning that my purchase was never processed. I then made contact with them directly and asked them to rectify and instead they added another account.
I immediately told them to cancel the second duplicate order and to date am still receiving invoices for the service that was apparently removed.
 
davemc said:
Oh cool, so I can expect the same on my WebAfrica cancellation request! Oh noez!

On a sidenote; I tried to cancel my Axxess recurring ones (626 and Shaped1GB) on the 24th and they will only cancel it at the end of May. I'll give the account to somebody else I suppose.

So, both these "better service" ISP's are a big let down in the cancellations department it would seem.
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Dude usually i wouldn't really mind, but its the fact that i use there system to cancel it, and they still bill me for it, or generate an invoice for it. How crappy is there system if it cannot even detect this type of stuff, its not like i canceled it on the last day of the month. It has had ample time to do it, and then they turn around to me and say the person who does the reversals is not in, i mean WTF. It just really irritates me to no degree.
 
server-admins.net said:
Im sitting with the same problem.. I have a few adsl accounts that I keep active for one or two clients.

Ordered a new account from them two months ago, and their queue was down meaning that my purchase was never processed. I then made contact with them directly and asked them to rectify and instead they added another account.
I immediately told them to cancel the second duplicate order and to date am still receiving invoices for the service that was apparently removed.
Click to expand...

i am actually sick of them, the only reason i deal with them is because there unshaped works more than the others.
 
I share your pain semaphore. And excuses like "the person who does reversals is not in" is absolutely unacceptable. The correct thing to say is: "the person who does reversals will call you as soon as he/she gets in."

providing good service is not that difficult.
 
davemc said:
I share your pain semaphore. And excuses like "the person who does reversals is not in" is absolutely unacceptable. The correct thing to say is: "the person who does reversals will call you as soon as he/she gets in."

providing good service is not that difficult.
Click to expand...

And its not like they didnt have ample time.

Hi

Please note that the billing manager who processes credit notes is not in yet.

Thank you for understanding.
Click to expand...

DO I GIVE A FKING RATS ARSE??!?!?!

I am not understanding as you have had 4 fking days!

where is a WA Rep when u need one, *calls into the yonder*

that actually annoys me there little "hope you understand",

I am sorry for your unusable service,

Hope you understand.
 
semaphore said:
i am actually sick of them, the only reason i deal with them is because there unshaped works more than the others.
Click to expand...
agreed, I would move but the clients that require the access are not savvy and would mean a few flights to Cape Town to reconfigure adsl accounts.
 
they cnt have it all eh..their support is awesome bbut the serivce is sometimes wooky
 
Hi semaphore,

Our most sincere apologies for the delay. As I understand it the credit note has now been passed, and everything should be sorted?

Just to provide a bit of insight from our side - we are well aware that we are lacking in this regard, and are in the process of developing a scalable credit note vetting facility as part of our internal billing suite to avoid these problems going forward. The system has been spec'ed and we intend to have it up and running within 2-4 weeks.
 
Hey Semaphore and others,

I am kind of getting in here late, however.. If you have any further billing queries etc you're most welcome to let me know and I will personally look into them.

As Ru mentions, we are definitely in the process of building a more efficient credit note system, this is high priority for us at the moment.

Another high priority is the online cancelation system, this has been discussed in a previous thread in detail. I hope to receive more information on this shortly.

Thanks!
 
As semaphore predicted:
- Yesterday I got my email from WA stating that the cancellation will happen (Even though it was done on Friday last week).
- This morning I got my WA invoice email stating that I will be billed for next month.

Bleugh.
 
I'm sitting in the same boat with these guys. Cancelled end of March, got billed and debited for April, this morning I get an invoice again - albeit with R0.00 totals
 
Hi Davemc,

You're most welcome to PM or email me your details and I will sort this out for you asap.

Thanks!
 
Funny, I had this exact same issue today. Emailed and was all sorted out very quickly, no real issue.

They do need to fix the service cancellation on the site though. Make it an automatic user-based feature instead of relying on someone on the other end to cancel it for you.
 
This was sorted out eventually, and they did inform me they are revamping there billing system.
 
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