OneTel

[Rob Holmes]

Hi,
I've just received this email from onetel.. (I Stopped using them in December in favour of 18866.co.uk)

**Quote**

Dear Robert,

We have identified some calls, which you made in October 2004 that have not yet been billed to you. Unfortunately because of a data error in our systems these calls were not included in your October bill but will appear in your next bill.

Please be assured that these calls have not been billed before. You may wish to use the Bill Analyser in My Account to verify this, as this function stores six months of your billed history.

We apologise for any inconvenience this may have caused.

Yours sincerely,
Go on, go One better with One.Tel
Faye Tutuncu
Head of Online

*** End Quote ***

The bill came to £1.41 - you would have thought that the amount of effort that went into getting the mail to me along with the loss in credibility it was barely worth doing. I suppose if they missed a few thousand customers it adds up but to end the email ..

Go on, go One better with One.Tel takes the mickey!!!

Anyway I thought I'd share that with you - what would you have done if it was your business ??

Rob

 

[Ozzy]

As you say, it depends on the total amount that was missed. Bearing in mind that was most likely an automated email which I suspect went to many thousands of people I imagine that email may bring them in a good few grand!

In their shoes I would most probably have done the same if it meant not losing out on big pennies.

 

[UKRobin]

What is more worrying is how many mistakes do they make in billing for calls you DID NOT make at all!

 

[WSC-Will]

The fact is that whenever large, complex computer-based systems are put in place you will always encounter bugs or undocumented features. It's likely that the decision as to whether or not to bill you for a certain amount is parameterised and controlled by the business. It's then up to the business to decide whether it's viable to claim for £1.41 or not. As Ozzy has suggested, it all adds up to a large bag of peanuts when multiplied by thousands and the email was more than likely computer generated.

 

[SillyJokes]

If you don't pay it will they take the time and money to pursue it?

 

[Rob Holmes]

They took the money anyway - even though I'm no longer a client.

I can't really be bothered to argue it out with them.

But I'm definately putting a block on them taking any more money.

Rob

 

[malcdawes]

I also had the same e mail from One Tel. My was for 60 Pence! The thing is, we all make mistakes and my concern is that it takes 6 months to find out. I agree that how many other mistakes are made including calls that we don't make. Check your bills!