Bad Show by Plus.net
abbiati50,
Please accept our apologies for the way in which this simple query was handled.
As you may understand when you raised the query your next billing date should have been 29/8/10, however due to a billing problem we had around that time the invoice date was stuck in the past. When this happens it blocks us from scheduling a requested account change. Process was followed and a task was rasied internally to correct this.
In the interest of being open and honest we need to admit that 2 things were overlooked, the task was not actioned in a timely manner to allow this to be done and the responses on the ticket were flagged as internal and we did not address you or make you aware of the delays. This is viewed as completely unacceptable and the agents who did this are to receive feedback on the matter very shortly.
With a view to correcting this problem I've scheduled an account change to take place on the 1st of October to Extra. Once this happens we will correct the invoice date to be the 29th of each month. Unfortunately the charge for this month's subscription has started to clear from your bank so I will make sure the extra bandwidth charges are refunded when this clears (this will take around 5 to 7 days to clear then a further 7 to 10 days for the refund).
I hope things go more smoothly from here, there will be at least one or two heads hung in shame at this end after I give them feedback about this.
Sorry for the inconvenience,
Adam.
Please accept our apologies for the way in which this simple query was handled.
As you may understand when you raised the query your next billing date should have been 29/8/10, however due to a billing problem we had around that time the invoice date was stuck in the past. When this happens it blocks us from scheduling a requested account change. Process was followed and a task was rasied internally to correct this.
In the interest of being open and honest we need to admit that 2 things were overlooked, the task was not actioned in a timely manner to allow this to be done and the responses on the ticket were flagged as internal and we did not address you or make you aware of the delays. This is viewed as completely unacceptable and the agents who did this are to receive feedback on the matter very shortly.
With a view to correcting this problem I've scheduled an account change to take place on the 1st of October to Extra. Once this happens we will correct the invoice date to be the 29th of each month. Unfortunately the charge for this month's subscription has started to clear from your bank so I will make sure the extra bandwidth charges are refunded when this clears (this will take around 5 to 7 days to clear then a further 7 to 10 days for the refund).
I hope things go more smoothly from here, there will be at least one or two heads hung in shame at this end after I give them feedback about this.
Sorry for the inconvenience,
Adam.