Madasafish Questions/answers (merged threads)

blake7_2

Hi,
I renewed after agreeing a monthly deal with Samara. The next months bill was correct but now I've noticed the latest invoice has jumped to £14.99. This is completely unacceptable.

James, if I pm you my username can you please look into this.

Has any else had incorrect bills after agreeing to renew?

EDIT: Just realised that MAAF have been bought by Plusnet. This is news to me. Why was I not emailed?

tiptoe_mouse

tiptoe_mouse wrote: »

I have been a satisfied madasafish customer for over a year. Until now.

I recently received an email informing me that I had exceeded my usage allowance for February and would be charged £2. (Bizarrely the email was not sent to my madasafish email account, but to the webmail address I used when signing up.)

I had not received any message warning me that I was nearing my limit. I've checked both my webmail (including spam box) and my madasafish email accounts - definitely no sign. If I had recived a warning I would have reduced my usage to avoid a charge.

I contacted customer services via the madasafish website asking for an explanation and a reversal of the charge. They replied that a warning email had been sent.

Where do I go from here?

tiptoe

tiptoe_mouse wrote: »

Update:
Samara offered to sort this out, and then told me that I would not be charged the extra £2. Now my invoice has arrived and the charge is still there. What do I do now she's gone?

Cheers,

tiptoe

James, is there any chance you could take a look at this?

Thanks,

tiptoe

Quentin

Billing seems haywire (since Samara left?).

Now charged for phone calls that should be free (to other maaf customers)!

frugallass

Yet again I have received an email telling me that the direct debit payment couldn't be taken - this happened last month - after last month's email I went online and resubmitted my bank details - what is happening here?

Once again I have been informed that my talk service is being suspended until I make this payment - this is absolutely ridiculous !

I do not want to ring the 0844 number to make payment again - I want this problem sorting !

Plusnet_company_representative

blake7 wrote: »

James, if I pm you my username can you please look into this.

Of course and I've now replied

I'm sorry that you didn't receive an email. All customers should have received one and I can only apologise that you did not.

Plusnet_company_representative

tiptoe_mouse wrote: »

James, is there any chance you could take a look at this?

Thanks,
tiptoe

Hi Tiptoe,

Could you possibly send me a PM detailing what you were previously promised?

Plusnet_company_representative

Quentin wrote: »

Billing seems haywire (since Samara left?).

Now charged for phone calls that should be free (to other maaf customers)!

Hi Quentin,

It's only MAAF --> MAAF calls that are being billed, not all free calls. Clearly that isn't right though and we are working to resolve this and I'm sorry that you were affected. Once the problem is resolved you will be refunded.

The problem has arisen from calls being made from a MAAF account on the Brightview system (Webtools) to an account on the PlusNet system (Workplace) or vice versa. Once all accounts have had their details moved into Workplace, this won't happen.

Quentin

blake7 wrote: »

Just realised that MAAF have been bought by Plusnet. This is news to me. Why was I not emailed?

We were told about this switch over to plusnet by Samara (can't you come back?) in November when she posted (post #1300) a service announcement from Mr Henton, the head of marketing.

This bit now looks a bit hollow:

This December, Madasafish is joining forces with BT-owned PlusNet, another leading name in the Broadband world, to offer fast, forward-looking Internet and Talk services to our customers.

We will continue to be Madasafish - your award-winning Customer Service and Technical Support teams will not change and the great standard of service that you receive will stay the same. However, by combining our networks and infrastructure we will be able to deliver better and more exciting services in the future.

New features
We will be launching a number of new features in December. An improved Contact Us section will be available giving you faster online assistance, and the ability to track the progress of your queries much more closely.
.....

Maybe if he's still around he could tell us why all these problems are surfacing?

Plusnet_company_representative

frugallass wrote: »

Yet again I have received an email telling me that the direct debit payment couldn't be taken - this happened last month - after last month's email I went online and resubmitted my bank details - what is happening here?

Could you possibly PM me with your username so that I can give you a call to let you know what is happening?

frugallass

unfortunately I can't receive personal calls at work

Feel free to PM me

ta