Pro rata Billing nightmare - The struggle is real people... Afrihost

Dear Afrihost Team.

After three days of trying to explain basic billing to your teams - I am just up...

I don't even think it is the fault of the agents, I think it is just due to bad structures and management, your staff are very courteous, but that doesn't help when they are helpless to your failing systems.

Please see my correspondence below, It would be great if this can be addressed and permanently fixed. - If you want to offer a service where clients are able to change and switch packages around, then you need to have the supporting structures in place to do the correct billing, line and data adjustments.

Please see my calculations below:

Pro rata period billed - 08/05/2018 -31/05/2018 which works out to 24 days I was Billed R 678.97 for my 100GB capped data 20mbps Upload and 20mbps Download I was allocated 77.45 GB pro rata data

It workes out to: R 25.60 per day and 3.23GB per day.

I changed my package on the 22/05/2018 for effect on 23/05/2018 to a 200GB capped data 2mbps Upload and 20mbps Download package.

It works out to: R 22.08 per day and 6.45GB per day.

The package change took effect on the 23/05/2018 to 2mbps Upload and 20mpbs Download, but there was no pro rata data allocation made.

I was on the first package for 15 days and the second package will be the remaining 9 days.

Altogether this is what needs to happen:

Billing related - 15 days x R 25.60 = R384.00 + 15% VAT is R 441.60 9 days x R 22.08 = R 198.72 + 15% VAT is R 228.53 The total of the above being R 670.13

R 678.97 - R 670.13 = Puts my account in a Credit of R 8.84

Data related - 15 days x 3.23GB = 48.45GB 9 days x 6.54GB = 58.05GB The total of the above being 106.5GB

106.5 GB - the data allocated already (77.42 GB) = 29.08 GB - That needs to be allocated to my account.

Please action this urgently - 29.08 GB to be added to my available bandwidth and my accounting needs to indicate a credit of R 8.84

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NB!! As an added note - While I was speaking to the last agent telephonically I could hear the supervisor advise him in the background. - When I wanted to speak to him he was not able to take the call. - I get calls need screening, but there is also a thin line that needs some consideration.