Incorrect Invoice - New Price not incorporated

udayjyoti · 2019-10-24T12:26:29+00:00

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udayjyoti

Hi,

I have called multiple times your customer service and wasted 3 hours in total and including writing a letter to you to correct my innvoice, but after repeated requests the problems are still not resolved nor any written acknowledgement about the complaint.not yet resolved.

Can you please check the following ticket numbers and correct my invoicing

Ticket Reference 1) 1281xxxxx

Ticket Reference 2) 1289xxxxx

I have been following up for 3 months now and still the issue is not resoved.

Regards

Uday

Edit: Your Ticket ID’s have been Updated for your own privacy.

Ahmet_sunrise

Thank you for your message.

Our complaint specialists will get in touch with you in order to solve the issue.

Best regards,

Ahmet

udayjyoti

Dear Ahmet,

I do not understand your response. Yes I will try to contact the relevant department, which in the past has not been very helpful.

But if you like I can split the problem in to two and open a new complain or a thread with clearly defined issue as unexplained and high amounts billed to my invoice. I understand the credit has been done, but it was only a part of the problem.

This is definitely not pleasing me because anybody who opens my billing profile and reads through the bills even once, would realise that there have been unexplained billing amounts even without proper descriptions.

I guess you are happy if I approach Ombudsman if you are giving up resolving my query here on this forum or should we try a little bit more here ?

Regards

Uday

Ahmet_sunrise

The credit has already been entered. As already mentioned several times, we ask you to contact the corresponding department directly. Thank you for your understanding. Best regards, Ahmet

udayjyoti

Dear Ahmet,

This is not about the offer. The offer has been already discussed and agreed as per the paragraph above in my previous comment.

I am referring to the incorrect invoice raised in my account. That needs to be cleaned up. You can not just raise an invoice for something which we has not been agreed. That is you agree to me a product of Chf 39.95 ( Chf 54.95 after credit) and then raise me a invoice of Chf 79 or add just an unexplained Chf 140 for something which is not even descibed in the bill. Appreciate if someone can atleast scan through my account.

Hope this is something any body can read it and figure it out.

Regards

Uday Jyoti

Ahmet_sunrise

Thank you so much for your feedback. Unfortunately, it is not in our power to create an offer that cannot currently be generated. The responsible department has already shared the information with you. You are also welcome to contact us at 0800 900 210. Best regards, Ahmet

udayjyoti

Dear Ahmet,

UPC in August 2019 offered me a special price of monthly Chf 39.95 to retain me as a customer after many years. Which your colleague explained me can not be adjusted in your accounting system. Therefore a best possible rate of Chf 54.95 in UPC accounting system was agreed and the difference of Chf 180.00 i.e ( 54.95×12)-(39.95X12)= (659.4-479.4) = Chf 180 was agreed to be credited in my account. . This amount was credited. Thank You for that.

It was also agreed that the incorrect invoices and bills raised against my account will be cleaned up. The details of invoices raised against my account are as follows

8th August - Chf 79.00

04th September - Chf 158.00

04th OCtober - Chf 237.00

**See attached screenshot

So unless you clean up the above unexplained and incorrect invoices, any credit you provide me as explained in first paragraph is useless.

Therefore can you please urgently look at this and clear the billing for my account.. I appreciate UPC being such a big company has some good accountants who can understand this simple mathematics. Please login in to my acount and let me know if you do not understand mx complaint properly.. I would appreciate a simple custom friendly and accurate billing to appear on my account.

Appreciate a quick call or a response to my above complaint.

Regards

Uday

Ahmet_sunrise

Thank you very much for your request. Our colleagues have entered the credit. As already mentioned on the phone, the desired promotion cannot be granted to you. Unfortunately, we cannot give you any other statement. Thank you for your understanding. Best regards, Ahmet

udayjyoti

Dear Ahmet

Somebody from the UPC had called me and worked about few days ago. The issue has been partially addressed. Unfortunately, there still remains a clean-up to be done on my overdue invoices.

Can I have a direct number to contact someone or can someone call me up to discuss the same.

In summary, a credit was provided to my account, but the old overdues and incorrect invoices were not cancelled or balanced. Without this, my account and complaint remains unsettled.

Appreciate your help.

Regards

Uday Jyoti

Ahmet_sunrise

Hi Uday

Thank you for your message. The responsible department has been informed. You will be contacted as soon as possible.

Thank you very much for your patience.

Best regards,

Ahmet

udayjyoti

Dear Ahmet / Customer Service

What is the anticipated time for you to revert back with some answer if not the solution ? This will help me to follow-up with you at the right time ?

Also I had written a complain letter by post and had requested UPC to at the minimum to acknowledge the complaint and later on resolve it. The complaint was now posted almost more than two weeks ago by registered post. Does it really take time just to acknoweldge the complaint saying “……that we have received a letter and we are working on it ” ?

Appreciate your help.

Regards

Uday

Ahmet_sunrise

Thank you for your post.

We’ll check on that and come back to you with a feedback.

Best regards,

Ahmet