Account query

<p>I have received a statement for October which reflects a negative balance of R135, 00. I phoned Glocell to confirm when I will be receiving a refund. </p> <p>The reason I phoned because of the appalling service I have been receiving to date and I had a concern as to whether I would ever receive the refund. My concern proved to be valid as when speaking to the Contact Centre Agent I was advised that I was not due a refund as I owed them money because they bill in arrears. I tried to explain that there are two sections to the invoice, which are as follows:</p> <p>Monthly plan which is billed in advance</p> <p>Usage which is billed in arrears.</p> <p>I advised that there is no excess usage above my monthly plan and in fact, I have unused minutes and etc which I have carried forward month to month. No matter what I said it went right over her head.</p> <p>Surely if a company wants to go into this type of business they should ensure first that their staff are properly trained on their products and queries which are unable to be resolved by the agent concerned can be escalated to management ?</p>