AK
Asheen K
1 reviews | Active since May 2014
24 Jun 2019, 15:38
Poor Billing Service
I had an issue with an invoice last month and was told that it will be corrected, yet the very same invoice is still marked as Unpaid and my service is suspended.
I chat to the lady from billing now, her name is Cammy, and she says that the payment I made as split, part of the invoice was paid only. How confusing is this. We pay for 1 invoice, but they split the payment for 2 invoices lol
Now I'm supposed to know that the invoice has a part payment, what is the balance I should be paying for the invoice?? that is not even clear. Yet I'm supposed to pay the full amount of the invoice as it's in my client area?
Why do you create headaches for your clients?
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Replies (4)0
Replies (4)AK
Asheen K's updateReviewer Update
24 Jun 2019, 15:56My chat conversation with Cammy..
- Today
- This Inv #*** was paid for on the 3/06 but is still showing as unpaid, yet I was rold it will be sorted out??
my service is now suspended because of this??
- Good day, Thank you for contacting 1-Grid Live Chat support.
- We are checking this now
- Thank you
- Payment_Notification (2).pdf
- 52.05 KB
- Here is the POP
- I was called and spoke to multiple people regarding this invoice, and I was assured that payment will be allocated accordingly ad the issue will be resolved. But yet again. I find myself in the same position
- I see that I was the one who responded to your ticket and advised of the payment allocation. This is exactly what took place. Your payment split to old invoices. After explaining this, you requested to speak to a manager who then contacted you on the same day. Amien assisted you and you indicated in the ticket 460984 that your query was resolved.
- I was told that once the payment is allocated accordingly., this invoice will no longer show in my client area and a new invoice will be generated by the system, which has not happened
- Can you please refer to the ticket and let me know if anything was left unresolved.
- Further to the way your R249.99 was split, I noticed that the invoice unpaid for your primary hosting package is for the month of May 2019 and not June 2019
- Yes I was told over the phone that the payment will be allocated to the invoice that I paid for
- but it's now split? this is still an issue, as I paid for the shared hosting
- Once that invoice is cleared a new invoice was to be generated, but nothing has happened thus far?
- how can we rely on you services like this, when all we have is headaches??
- I don't even know that it's split, and I'm supposed to pay the full amount for the invoice, when part of it was already paid for now? is this right? how can we trust what we are seeing in the invoices, when part of it is paid??
- this is very confusing
- please adjust my payment as i was told it will be and generate a new invoice for the shared hosting
- hello?
- Hi Asheen, I was waiting on an update from Amien but he is currently on an escalation call.
- I looks like his finishing up, let me chat with him about this.
- Thank you
- Hello?
- This is really urgent as I have no emails
AK
Asheen K's update24 Jun 2019, 15:56
Reviewer Update
My chat conversation with Cammy..
- Today
- This Inv #*** was paid for on the 3/06 but is still showing as unpaid, yet I was rold it will be sorted out??
my service is now suspended because of this??
- Good day, Thank you for contacting 1-Grid Live Chat support.
- We are checking this now
- Thank you
- Payment_Notification (2).pdf
- 52.05 KB
- Here is the POP
- I was called and spoke to multiple people regarding this invoice, and I was assured that payment will be allocated accordingly ad the issue will be resolved. But yet again. I find myself in the same position
- I see that I was the one who responded to your ticket and advised of the payment allocation. This is exactly what took place. Your payment split to old invoices. After explaining this, you requested to speak to a manager who then contacted you on the same day. Amien assisted you and you indicated in the ticket 460984 that your query was resolved.
- I was told that once the payment is allocated accordingly., this invoice will no longer show in my client area and a new invoice will be generated by the system, which has not happened
- Can you please refer to the ticket and let me know if anything was left unresolved.
- Further to the way your R249.99 was split, I noticed that the invoice unpaid for your primary hosting package is for the month of May 2019 and not June 2019
- Yes I was told over the phone that the payment will be allocated to the invoice that I paid for
- but it's now split? this is still an issue, as I paid for the shared hosting
- Once that invoice is cleared a new invoice was to be generated, but nothing has happened thus far?
- how can we rely on you services like this, when all we have is headaches??
- I don't even know that it's split, and I'm supposed to pay the full amount for the invoice, when part of it was already paid for now? is this right? how can we trust what we are seeing in the invoices, when part of it is paid??
- this is very confusing
- please adjust my payment as i was told it will be and generate a new invoice for the shared hosting
- hello?
- Hi Asheen, I was waiting on an update from Amien but he is currently on an escalation call.
- I looks like his finishing up, let me chat with him about this.
- Thank you
- Hello?
- This is really urgent as I have no emails
AK
Asheen K's updateReviewer Update
24 Jun 2019, 16:05Update: Service re-instated, issue escalated. Someone messed up. You can't assure a customer of 1 thing today and do something else tomorrow. That is not how customer service works. You can't give your customers headaches, you supposed to take care of customers, not chase them away.
I will await further contact.
I will await further contact.
AK
Asheen K's update24 Jun 2019, 16:05
Reviewer Update
Update: Service re-instated, issue escalated. Someone messed up. You can't assure a customer of 1 thing today and do something else tomorrow. That is not how customer service works. You can't give your customers headaches, you supposed to take care of customers, not chase them away.
I will await further contact.
I will await further contact.
1-grid's replyOfficial
25 Jun 2019, 10:52Good Day Asheen,
Thank you for raising this matter with us. We appreciate your feedback. Kemal from our billing team has been in contact with you to discuss the details around the matter and to explain our billing processes. Please kindly note that payments are automatically allocated to the oldest invoice.
Kemal will be in contact with you again today to discuss the renewal of your domains and to ensure that the issue is resolved to your satisfaction.
We apologise for any inconvenience caused.
Sincerely,
Elsa
Thank you for raising this matter with us. We appreciate your feedback. Kemal from our billing team has been in contact with you to discuss the details around the matter and to explain our billing processes. Please kindly note that payments are automatically allocated to the oldest invoice.
Kemal will be in contact with you again today to discuss the renewal of your domains and to ensure that the issue is resolved to your satisfaction.
We apologise for any inconvenience caused.
Sincerely,
Elsa
Best regards,
1-grid's reply25 Jun 2019, 10:52
Official
Good Day Asheen,
Thank you for raising this matter with us. We appreciate your feedback. Kemal from our billing team has been in contact with you to discuss the details around the matter and to explain our billing processes. Please kindly note that payments are automatically allocated to the oldest invoice.
Kemal will be in contact with you again today to discuss the renewal of your domains and to ensure that the issue is resolved to your satisfaction.
We apologise for any inconvenience caused.
Sincerely,
Elsa
Thank you for raising this matter with us. We appreciate your feedback. Kemal from our billing team has been in contact with you to discuss the details around the matter and to explain our billing processes. Please kindly note that payments are automatically allocated to the oldest invoice.
Kemal will be in contact with you again today to discuss the renewal of your domains and to ensure that the issue is resolved to your satisfaction.
We apologise for any inconvenience caused.
Sincerely,
Elsa
Best regards,
AK
Asheen K's updateReviewer Update
26 Jun 2019, 15:03Hi Elsa,
Thank you.
Although this issue has been corrected. It has created a new issue. There is something seriously wrong with your billing team. It's either they are poorly trained, or they just don't care. You need better staff.
Regards,
Cyphernet
Thank you.
Although this issue has been corrected. It has created a new issue. There is something seriously wrong with your billing team. It's either they are poorly trained, or they just don't care. You need better staff.
Regards,
Cyphernet
AK
Asheen K's update26 Jun 2019, 15:03
Reviewer Update
Hi Elsa,
Thank you.
Although this issue has been corrected. It has created a new issue. There is something seriously wrong with your billing team. It's either they are poorly trained, or they just don't care. You need better staff.
Regards,
Cyphernet
Thank you.
Although this issue has been corrected. It has created a new issue. There is something seriously wrong with your billing team. It's either they are poorly trained, or they just don't care. You need better staff.
Regards,
Cyphernet