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Dec. 23rd, 2009 01:55 pmI'm really regretting having AAPT as an ISP provider right now.
They've charged me $65 for reconnecting 4 services ($260 in toto) – the ones that they said "It was our fault, don't worry about the reconnection fee" last time. You remember, the day I woke up with no internet or telephone? Why four? It seems they reconnected the mobile services they pushed on me, but that I never used. The ones they assured me would sit there passively, not incurring any charges, until I actually used them for the first time (at which stage, I was told, all the regular fees would apply).
Anyhow, I've done what I can about the extra bill. I rang AAPT and they basically said that that it was irrelevant that they had cancelled my notifications so I didn't know there was a problem with the billing until the Friday before everything went kablooey. I still don't know why they cancelled those email notifications. Nor did they, when the kablooey happened. The phone call from L's place, when I woke up to no means of communication with the outside world covered all that. L was there when I said "They're willing to waive the reconnection fee – I'm OK financially."
I've paid those fees. I couldn't not.
Between this and the teeth and the fridge dying, I am in an interesting state financially. This means I can't wear the cost of getting out of my AAPT contract although, at this moment, nothing would make me happier.
I've rung the Telecommunications Ombudsman. They've started a dispute resolution.
AAPT is a good provider in many respects. Their internet is constant, the speed is good and their technical help can be awesome. Their accounting section, OTOH, is obviously fallible. Why didn't they tell me there was a problem with billing when it happened, instead of canceling my e-notifications? Why was the only letter I received one that said 'your account will be suspended' and why did that arrive too late? Cancelling email notifications without telling me just when there's a billing problem then changing their mind about who pays for it all is not admirable.
The Telecommunications Ombudsman tells me they have 48 hours (working days only) to provide an answer. AAPT has already indicated to me what that answer will be, since I wasn't going to ring the Ombudsman without telling them. They said through the Help Desk that they weren't going to change anything. No-one in Accounts would speak to me directly. Apparently the first thing that happens with the Ombudsman process is that they have to speak to me directly. This should be interesting. It will also end up costing AAPT more than the $260 disputed, simply because of the processes involved (staff time is not cheap), which is probably why I was given the original phone assurance that I didn't have to pay. Someone back then was pragmatic. Someone now is not.
Watch this space.
They've charged me $65 for reconnecting 4 services ($260 in toto) – the ones that they said "It was our fault, don't worry about the reconnection fee" last time. You remember, the day I woke up with no internet or telephone? Why four? It seems they reconnected the mobile services they pushed on me, but that I never used. The ones they assured me would sit there passively, not incurring any charges, until I actually used them for the first time (at which stage, I was told, all the regular fees would apply).
Anyhow, I've done what I can about the extra bill. I rang AAPT and they basically said that that it was irrelevant that they had cancelled my notifications so I didn't know there was a problem with the billing until the Friday before everything went kablooey. I still don't know why they cancelled those email notifications. Nor did they, when the kablooey happened. The phone call from L's place, when I woke up to no means of communication with the outside world covered all that. L was there when I said "They're willing to waive the reconnection fee – I'm OK financially."
I've paid those fees. I couldn't not.
Between this and the teeth and the fridge dying, I am in an interesting state financially. This means I can't wear the cost of getting out of my AAPT contract although, at this moment, nothing would make me happier.
I've rung the Telecommunications Ombudsman. They've started a dispute resolution.
AAPT is a good provider in many respects. Their internet is constant, the speed is good and their technical help can be awesome. Their accounting section, OTOH, is obviously fallible. Why didn't they tell me there was a problem with billing when it happened, instead of canceling my e-notifications? Why was the only letter I received one that said 'your account will be suspended' and why did that arrive too late? Cancelling email notifications without telling me just when there's a billing problem then changing their mind about who pays for it all is not admirable.
The Telecommunications Ombudsman tells me they have 48 hours (working days only) to provide an answer. AAPT has already indicated to me what that answer will be, since I wasn't going to ring the Ombudsman without telling them. They said through the Help Desk that they weren't going to change anything. No-one in Accounts would speak to me directly. Apparently the first thing that happens with the Ombudsman process is that they have to speak to me directly. This should be interesting. It will also end up costing AAPT more than the $260 disputed, simply because of the processes involved (staff time is not cheap), which is probably why I was given the original phone assurance that I didn't have to pay. Someone back then was pragmatic. Someone now is not.
Watch this space.