Hi everyone, I'm currently having an issue with the phone company, liveconnected(LC), which is creating a bit of stress in the last few days.
Due to the free vaya to vaya calls, i planned to switch my current number from LC to vaya at the end of the Aug'14 when the cycle finishes for my partner to use for her family. I planned to potentially start a new number with LC for work as my work colleagues use LC.
On the 15 Aug'14, i was found to have gone over my credit of $500 by $113. I sent an email to the support centre to make sure i was not overcharged. After a few emails, they confirmed the over-use of the calls and no errors were made.
At that point, i had no credit to call as my phone was barred. I transferred my number to vaya in order to get some credit to make phone calls. From my past experience with Three and Vodafone, i needed a formal email to request my service termination before they officially stop the service.
I received an email on the 19 Aug'14 saying that my service was disconnected on the 16 Aug which was half the month cycle. I was told that my coming bill would most likely be pro rated to $250 credit which meant ($500 - $250) + ($113 overspent) + ($11.99 monthly plan cost) = $374.99.
I was shocked when i received the email and communicated to LC indicating that i would like to pay off the cost before i leave. LC insisted to charge me a large pro rated cost.
I was wondering if anyone had similar experience or if this messy situation could be resolved (if at all). Thanks.
Putting reason why you changed from Liveconnected to Vaya aside, your issue is about you spent approximately $613 in the space of half a month, and now Liveconnected is chasing you up for the money.
If you actually used $613 of credit in half a month, what seems to be the issue?
It's not a secret that phone companies use pro rata calculations when there is not a completed month (eg. your first and last month with the company).
You may be able to argue that given you're paying the $12 monthly fees, you should be entitled to the $500 call credit in full, and not on a pro rata basis. Although they can just charge you $6 (half month) instead of $12 (full month).
I'd offer, and actually pay, them $113 + $11.99 to resolve the issue.
Otherwise you can contact the Telecommunications Ombudsman for further assistance.