VB
Vernon B
1 reviews | Active since Aug 2015
03 Oct 2019, 15:18
Price lock over billing
I took the price lock package of R899 from multichoice a few months ago. On my last debit order I was incorrectly billed R105 more and according to my account balance the next bill is going to be R115 more. I have phoned multichoice twice to try and have this rectified. The first consultant attempted to explain that I am being billed for access fee and showmax, when I tried to explain price lock to him, he said he was new and will escalate the matter. The second consultant admitted that the accounts department has been over billing price lock customers and also escalated the matter, still waiting for a resolve
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Replies (3)VB
Vernon B's updateReviewer Update
07 Oct 2019, 05:56Multichoice note this: My next step, cancelling my subscription due to your breach of contract!
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Vernon B's update07 Oct 2019, 05:56
Reviewer Update
Multichoice note this: My next step, cancelling my subscription due to your breach of contract!
VB
Vernon B's updateReviewer Update
08 Oct 2019, 05:20After calling for the third time yesterday: Consultant immediately told me she will not be able able to assist, system off-line. I started questioning her about the incorrect billing of Price-lock customers and she was unable to answer or assist in supplying a reason. I emailed *** with my customer number and was called back last night at 20:20. The person explained to me that there was a migration between systems and this caused the incorrect billing. The next deduction will hopefully be right and my account will be adjusted for the over-billing. Communication is vital in service provider and customer relations, if you are going to or are having issues with your systems, it would be in your best interests to communicate to your call center consultants. I would also advise in training programs for your call center agents in dealing courteously with clients.
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Vernon B's update08 Oct 2019, 05:20
Reviewer Update
After calling for the third time yesterday: Consultant immediately told me she will not be able able to assist, system off-line. I started questioning her about the incorrect billing of Price-lock customers and she was unable to answer or assist in supplying a reason. I emailed *** with my customer number and was called back last night at 20:20. The person explained to me that there was a migration between systems and this caused the incorrect billing. The next deduction will hopefully be right and my account will be adjusted for the over-billing. Communication is vital in service provider and customer relations, if you are going to or are having issues with your systems, it would be in your best interests to communicate to your call center consultants. I would also advise in training programs for your call center agents in dealing courteously with clients.
VB
Vernon B's updateReviewer Update
25 Oct 2019, 11:23Multichoice has corrected the billing system and all is well now.
VB
Vernon B's update25 Oct 2019, 11:23
Reviewer Update
Multichoice has corrected the billing system and all is well now.