Madasafish Questions/answers (merged threads)

Quentin

James_PN wrote: »

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.

It would be good customer services if maaf/plusnet e-mailed all phone customers about this problem, as many will trust that their bills are correct and not realise they are being charged for some calls that should in fact be free.

Plusnet_company_representative

Hi Quentin,

I understand that. However, all payments that have been taken for these calls will be refunded, although I appreciate that doesn't negate the fact that they have been charged for initially.

frugallass

I have just received an email telling me that my direct debit details are wrong - funny how every other direct debit I have set up with this bank (about 15 altogether) work perfectly well.

The email states that I need to set up a new direct debit instruction (which I did after the last direct debit payment failed) and advises me to click a link but I get this message

Not Found

The requested URL /my.html was not found on this server.
Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

Apache/1.3.34 Server at portal.madasafish.com Port 443

:mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad:

Quentin

James_PN wrote: »

all payments that have been taken for these calls will be refunded, although I appreciate that doesn't negate the fact that they have been charged for initially.

My suggestion was in the interests of good customer relations.

The majority of your customers won't read this thread, and may or may not realise what has happened.

A reputable company overcharging its customers would make sure they were kept in the picture, and not await them discovering the error and having to contact the company with a complaint!

frugallass

I have now managed to log onto my account

I clicked the 'pay by direct debit now' button......thinking that this might solve the problem...SILLY ME

I have now received an email telling me that £42.83 will be taken on the 10th April.....and another email telling me that £14.99 will be taken on the 10th April......

SOMEBODY HELP ME PLEASE !!!:mad:

MissMuppet

I'm sure James will help you out, he's been very helpful on here with everyone's problems. Maybe just leave well alone now until you can speak with him.

Plusnet_company_representative

No and I appreciate that.

Please rest assured that it is something that I am looking into this morning and I'll update as soon as I can.

Plusnet_company_representative

Quentin & all others interested.

I'll be getting a service status posting out later on this afternoon regarding the issues with calls between MAAF customers being charged. Before I get this done, I'm calling every single customer that was affected by the DD problem that we touched on earlier. I'm also drafting an email to send to them in the possible event that I won't be able to get hold of them.

Regarding the MAAF --> MAAF call charges, these are affecting a small nuber of customers, but it's not currently possible to idenifty which. I'm doing everything in my power to make sure that customers are aware of these problems and that they will be able to get a refund of any costs incurred.

In the meantime, if you'd like to PM me with the amount that you've been charged for MAAF to MAAF calls and your username and I'll happily sort it out for you.

frugallass

James, thanks for the PM and the 'explanation' - you have a reply as I'm still a bit confuzzled!

blake7_2

Thanks for sorting it out James.