billing problem - a different one this time

billing problem - a different one this time
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perlster @ 5th Nov 04:09PM:
billing problem - a different one this time

The good news is that it does not involve the credit card # this time.

OK, now for the worse news - it looks like I was wrongly switched to a month-by-month account. I was charged more than the usual amount and went to the dslextreme site to find out what happened. First, there are definite problems with the billing area of the site - error pages would often appear when navigating it.

I never could find an invoice for this incorrect amount. Strangely enough, the most recent invoice is for $0.00 The older invoices are for the correct amount

I did send an email and received an automated response with a ticket #. Problem 2 - I can't find anywhere on the site to look up a ticket.

The "real" response that arrived showed that the rep wasn't paying attention. The rep didn't get the fact that I have always had a yearly account. It doesn't come up for renewal until next month, and this is easily proven. The oldest invoice shows that the DSL service started in December a couple of years back.

I simply don't have the time to waste on hold and debating this over the phone.
I'm right. DSL Extreme is wrong.
I sent another email message in response to the short and incorrect message from the CR

I'm not going to trust that this will solve the issue. My experience has been that I have to bring the issues up here for them to get attention.

I'm sending a PM to the GM so this will be noticed.
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dslx_gm @ 5th Nov 08:13PM:
Re: billing problem - a different one this time

Hi perlster -

I reviewed your account and show that you have since renewed for another year. The billing was adjusted and appropriate credit applied by our billing team.

Please note for your future reference, at the end of each term your account will go to a month-to-month term unless you choose to re-term for another year. It doesn't automatically renew for another year.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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perlster @ 12th Nov 08:50AM:
Re: billing problem - a different one this time

Again, the service started in DECEMBER - switching to month-to-month in the beginning of NOVEMBER was simply an act of complete incompetence on DSL Extreme's part. I will not take any blame for the bugs in the billing software and whatever human errors cause these types of screw-ups.
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