Frozen account
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Frozen account
02-08-2019 5:29 PM
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Re: Frozen account
02-08-2019 6:20 PM
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Hi @Alj, thanks for getting in touch.
I am really sorry for the issues you have had with your bills. Unfortunately the issue is still ongoing and while this is actively being worked on as a priority, a fix has not been applied to the account as of yet. I can understand the frustration this is causing and can assure you once the issue has been resolved we will notify you
Regards
Re: Frozen account
03-08-2019 3:19 PM
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Re: Frozen account
04-08-2019 2:46 PM
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Hi there @Alj I can absolutely appreciate the frustration.
Rest assured that we are actively looking in resolving the problem. As you can appreciate, not being able to take some customers money can cause an impact to us as a business.
If it helps to put your mind at ease regarding the payments being built up, we issued the following statement which applies to any customers who we have suspended their billing due to system issues:
"We’re aware that a small number of customers are still experiencing problems from our new billing system and we’re working hard to fix these legacy issues. We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can to get everything back on track. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can.
Under circumstances where bills have not been generated for longer than a 90 day period, we will only charge for the last 90 days leading up to the bill being generated and anything prior to this will be removed. We're also happy to set up a payment plan if the 90 day bill period is not affordable in one payment."
Re: Frozen account
04-08-2019 6:00 PM
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We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can
when you say recently ? is since last year recent ?
Re: Frozen account
17-09-2019 7:57 PM
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unable to pay line rental saver due to frozen account
@smiffy1 wrote:
We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can
when you say recently ? is since last year recent ?
Re: Frozen account
17-09-2019 8:03 PM
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my line rental is due on the 19 sept 19 and it wont let me pay and make the saving as i do every year because of this frozen account saga. Not at all happy..
Re: Frozen account
18-09-2019 10:17 AM
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