Whirlpool

Ever since I upgraded to ADSL2+ bundled with Home Phone Lite, I have been overcharged and double billed.

I advise all NETSPACE subscribers: CHECK your NETSPACE invoices! They may be overcharging you!

When I call them to complain, they acknowledge it but DO NOTHING about it! I must have called the five or six times! They all say the same thing. They acknowledge the problem and say that they will credit me. To date, they have credited me with only $10, but they still owe me $34.95! Plus, they are STILL overcharging for their Home Lite plan. It should be $29.95 not $34.95.

Also, they double billed me in April on their Internet service. They still have not refunded me.

I have taken the matter to VISA. I hope they will straighten them out.

I'm ready to switch to another ISP. Any recommendations?
Netspace was OK until switching over to ADSL2+. Their billing system has gone awry! Checking on other threads, this issue is not uncommon!

Hi gworf,
When I upgraded to ADSL2+ the same problem occured with my account,
double billing and bundling discount not being applied and like yourself made numerous calls to have the issue resolved.

I suggest that you ask to escalate this matter, post your ticket number on here and wait for a Rep. to contact you.

To Netspaces credit all issues were resolved to my satisfaction in a relatively short period of time and no further issues have arisen since.

Mike

Thanks Mike,

Each time I call them, they don't appear to have a history of our conversations and always say 'How can I help you today?' This only makes my blood boil!

Apparently ticket numbers are useless for the customers, but great for Netspace management. I'm guessing they're using them for pie charts and power point slides :-)

I'll post them here for amusement:

2700376
2702226
2712463
2726891
2726901

gworf

Hi gworf,

Customer Care is currently investigating the concerns raised in your above posts.

I'll keep you updated on the progress.

Thank you,
Catherine

interesting, im in the same boat as you are.

seriously Netspace, how hard is it to get this right? Not to mention that you are taking funds out of credit cards unauthorised.

Usually, that is frowned upon by legal entities and financial institutions....not to mention your customers.

trilobite writes...

interesting, im in the same boat as you are.

If you want to get this sorted, why don't you post your ticket numbers too?

Rex writes...

If you want to get this sorted, why don't you post your ticket numbers too?

Oompa Loompa have some sugar free bar and go away please for everyone's sake

Ant Baba,
If you want to get this sorted, why don't you post your ticket numbers too?

Seems like a perfectly reasonable suggestion to me, particularily looking at how quickly Netspaces Rep. replied to the O.P.

have some sugar free bar and go away please for everyone's sake

Jeuvenile comments aren't going to help the O.P. get his problem sorted are they?

Mike

\\ apprentice// writes...

Jeuvenile comments aren't going to help the O.P. get his problem sorted are they?

he has been giving me really not so smart comments lately hence my advise...

Ring the Telecommunications Industry Ombudsman pronto.

Thanks everyone.

I checked my VISA account and Netspace have credited me with $34.95.
We are square for now. Now I have to wait and see if they will over charge my phone bill for this month!

I'm pretty sure my posting on this forum on whirlpool.net.au was what made them respond finally.

Thanks whirlpool.net.au! and Simon Wright!

Now I feel sorry for those poor souls calling Netspace customer service begging for their money back like I did. They'll never get an outcome.

Next time I have a problem with Netspace, I'll go straight to this forum!
or switch ISPs! i'll be looking seriously at other ISPs at the end of my contract.

gworf

gworf,
Happy to see that your issue has been resolved and I agree with your sentiment

Thanks whirlpool.net.au! and Simon Wright!

but IMHO when a problem arises your I.S.P. should always be your first point of contact, after all they are the only ones who can provide a solution.

Mike

Rex writes...

trilobite writes...If you want to get this sorted, why don't you post your ticket numbers too?

because i called them yesterday and its getting sorted...but thanks for the advice, it was brilliant.

OMG!!

I just got my invoice today.. and AGAIN, they're overcharging me!! and promptly debiting my credit card! What the !@#$! going on?!! Can't NETSPACE fix their billing system?

Here we go again! :-(

don't bother notifying netspace unless you demand compensation...

now they are bordering on being 'thieves'...
call the police and lodge a fraud claim and notify your bank and report them as a dishonest merchant...

someone at netspace needs to get fired, the incompetence is astounding!

Hi gworf,

I've sent you a whim

Kind Regards

Kelly

Hi Kelly,

Thanks for responding. Just on a 'whim', did you happen to see the ticket numbers posted on this thread?

Shall I email 'netspace@netspace.net.au' yet again, to receive another 'useless' ticket number?

Please note: these comments are directed to NETSPACE management, not to you Kelly.... unless you are NETSPACE management :-)

gworf

I'm thinking of switching to 3G wireless now...
drop Netspace... and drop telephone line altogether...

Hi gworf,

I have just been checking on your case and no, there is no need to send in more ticket numbers.

You should expect to hear an update on this shortly as we have escalated your query.

Kind Regards

Kelly

Kelly (NS Customer Service) writes...

You should expect to hear an update on this shortly as we have escalated your query.

Actions speak louder than words.

Sorry Kelly, but I just checked my credit card account. NETSPACE debited the full amount. Again OVERCHARGING!!

Don't just say your going to do something. I've heard reassuring words again and again, but nothing is done!!

I'm going to file yet another 'investigation' notice with VISA. :-(

gworf...

How about you stop over-reacting over $5 or $10.

Any time I've read the occasional post about some little billing issue it has been promptly dealt with by NS reps, customer gets refunded whatever might be owed and everyone seems happy.

Whatever the problem with your $34.95 plan being overcharge $5 will no doubt get sorted.

There's millions of ISP customers in Oz and Netspace would easily have a few hundred thousand on them. If they were really so bad it would front page news.

I'm sure you think you are the most important customer at Netspace., just like all their other important customers. Wait your turn and be smart and polite about it. You'll get much further.

Heaven knows, if your were reasonable about dealing with your $5 per month problem Netspace might have even throw you a 'thanks for being patient' great customer bone. Fat chance of that for you buddy.

And a tip, don't bother sending more emails creating more 'job tickets' or whatever they are. How about using the same job ticket and have a sensible discussion with them.

Please accept the help of the ISP reps in here, and some goodness sake someone pls shut down this useless thread.

Sols

hey solsgp..

If you overcharge ... say 10,000 subscribers at $5/month for one year... and no one complained... your company would have made over an easy half million extra.. now that's skimming! You're thinking like a Netspace manager!

It's best to keep this thread alive until Netspace fix their billing issues. I'm pretty sure I'm not the only victim.

gworf writes...

hey solsgp..

If you overcharge ... say 10,000 subscribers at $5/month for one year... and no one complained... your company would have made over an easy half million extra.. now that's skimming! You're thinking like a Netspace manager!

It's best to keep this thread alive until Netspace fix their billing issues. I'm pretty sure I'm not the only victim.

That would be illegal and no business planning on staying in business would do it in fear of retribution. OneTel is not a perfect example but an example in any case.

I'm not Netspace but don't mind defending (or basting) them or anyone else when I think they deserve it.

From looking I see one recent thread about your $5 overcharge (and that's fully trusting your side of things that this is indeed some improper charge). May even be your specific account that's effected? There's no evidence whatsoever of a systemic problem or skimming campaign.

If it's a choice between some little stuff-up or a conspiracy it's almost always the stuff-up. I have no doubt you'll get back you're $5 or whatever. Just chill out a bit. Try being engaging and polite. Life much easier that way.

Sols

hey solsgp.... Netspace's billing system is most likely computerized. There is a good chance ALL customer's with a Home Lite phone account are being overcharged (note two other people on this thread share the same problem).

This thread serves to raise awareness of Netspace's billing issues that need to be rectified immediately. I'm guessing a lot people aren't looking at their invoices carefully.

Thanks for keeping this thread alive :-)

Hi all,

We have discovered a bug in billing Netspace Phone Line Rental that has affected a small number of customers who have recently changed their phone plans.

This bug has now been fixed and corrections will appear on the next bill for the affected customers.

Netspace will be contacting all those affected

Thanks everyone

Kind Regards

Kelly