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Yes Crowd will close and be redirected to Help & Support on the 1st November 2021. Thank you to every member who has made this community such a helpful and supportive place for customers and staff to interact to help serve along with improve our products and services. You will be missed.

CaptainAmazing
New Contributor
New Contributor

Incorrect billing with two account system

Dear team,

 

I am frustrated about the upgrade in your account system ( or so your technician told) and it keeps incurring extra charges on my bills.

 

I have an account (acc A) signed up with $40/m for 15GB from 2017. I signed up for another mobile service on Feb 2018 with same plan $40/m for 15GB (acc B) hoping to merge the two and use data pool of 30GB.

 

I have called up numerous time and have been told that acc B is on a newly upgraded system and could not be merged.

 

Your team has attempted to solve it but wasn't unable to do so and I was advised to keep using my services as if the data pool of 30GB is in effect. Over time I keep getting bill's charges for data used over >15GB. 

 

It has been 5 months and the incorrectly charged bills is a nightmare and ended up paying more than what I initially signed up for the two accounts.

 

I was also told that a senior staff would get in contact and resolve the issue but I received no calls beside the automated calls to pay my overdue incorrect bills. 

 

Can someone have a look into this and any assistant is very appreciated. Failing to provide services as described in the T&Cs has caused many inconveniences and is unacceptable.

 

Many thanks.

 

Tony

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Dan_C
Retired Employee
Retired Employee

Re: Incorrect billing with two account system

Hi @CaptainAmazing

 

I am frustrated about the upgrade in your account system ( or so your technician told) and it keeps incurring extra charges on my bills

 

This is partly true. We're in the process of migrating services from an old legacy billing/service platform to a brand-new platform. 

 

Your team has attempted to solve it but wasn't unable to do so and I was advised to keep using my services as if the data pool of 30GB is in effect. Over time I keep getting bill's charges for data used over >15GB. 

 

Services are being migrated in batches. We can't forcibly migrate your account, but we put in a request to add both numbers into a "shared allowance group." 

 

You're welcome to send us a private message. I'll need your full name, DOB and both mobile numbers. You can send your details through to → http://yesopt.us/pmdan

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