You took money when there was a credit applied to my account
What is the issue you’re encountering
You took money from me when there was a credit applied to my account.
What steps have you taken to resolve the issue?
I have raised a ticket in December 2024 with no response as yet. I raised another ticket in February but again
but again no response. Can someone please respond and fix the error you have made.
Billing issues requre a Billing ticket with Support
01322938
In what area can we help you?
Refunds
What are the steps to reproduce the issue?
Dont take money when there is a credit on the account.
If you review the case you will see that there should have been a credit applied since the last error you made the year before. This is all in the ticket. Thanks. [01322938]
Hi @cloonan, can I please confirm that someone will be reviewing my ticket from December 2024? I have not received a response to date. Can you also provide the complaint process for lodging a formal complaint? Thank you.
I flagged your topic for the agent working in the Community to raise with the Billing specialist. They indicated they did so. When the agent replies to your ticket and determines if there is an issue in how the credit was applied you should let them know we let you down and indicate the same if prompted to complete a survey after the ticket is addressed. I will also add a comment on the ticket indicating the same.
On one invoice I could see a credit applied, but I do not have the same visibility into the Billing systems as the support agents have, so I’m unable to view all the details. I apologize for the time it’s taken for the team to respond to you and look forward to them being able to address your concerns. I have copied myself on the ticket so that I can follow it to resolution.
Hi @cloonan, It has been nine days since your last update informing me that someone would be reviewing the ticket I raised back on December 24. Again, I am informing you as a paying customer that there is an incident in your billing system, and an error has been made. Can I please ask for your support to have this resolved. Alternatively, please provide me with the official complaints process.