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Mobile service discount error

by ayshazack on ‎20-05-2015 07:16 PM

 

Q1:  Why have I been sent this letter?

We recently reviewed the way we calculate discounts for Intra Account Call Benefit and mobile Monthly Included Value calls. We identified that we’ve been incorrectly applying both discounts to calls. This means we may have been undercharging you for some calls.

 

Q2:  Why have I been credited twice?

If you receive one bill for your fixed and mobile phone services, you may have been incorrectly receiving an additional credit for some mobile calls. This is because these calls were included in both the included call allowance and intra account calls.

 

Q3:  Where is the discount shown on my bill?

If you receive a summary bill, you'll no longer see the Monthly Included Value Credit on your invoice. All eligible call types will be displayed either as $0.00 if within Monthly Included Allowance OR with $ value if over the Monthly Included Allowance. Ineligible call types will be displayed with a charge.

 

If you receive a detailed bill, you will no longer see the Monthly Included Allowance Credit on your invoice. All eligible call types and usage records will be displayed either as $0.00 if within Monthly Included Allowance OR with $ value if over the Monthly Included Allowance. Ineligible call types will be displayed with a charge.

 

Q4: Do I need to do anything?

You do not need to do anything or contact us as part of this change.

 

Q5: Why are the changes being made?

These changes will prevent two discounts applying to the same call, when only one discount should be applied.

 

Q6: How much more will my new bill be?

We can't calculate an exact amount as it depends on your call usage between the mobile services on your account and therefore changes on a monthly basis.

 

Q7: If I was to cancel my service due to these changes, will I be charged?

If you cancel your service, you may be charged an Early Termination Fee. This is calculated based on the length of time still on your contract.

 

Q8: Will you be seeking to charge me for the extra discount that I have received?

No. we won’t be applying any additional charges for your usage to date. However, we'll no longer apply the double discount.

 

Q9: When will I see the change?

We'll make the change to prevent the double discounting between the dates of 15 June and 27 July.