Billing - Now for last April (06)

[GrahamU]

Got this email from F2S today :

Information RE:- Invoice xxxxxxx on Account username
Dear f2s Customer,

During a recent audit it has been brought to our attention that a batch of credit card payments on 13/04/2006 was not submitted to our credit card company resulting in any charges that were expected to be made in connection with the above invoice, not being charged to your credit card.

Payments by Credit Card
If you have a current credit card on our system we will re-charge £4.07 for the above invoice in 14 days, alternatively you can make immediate payment in your Member's Area or contact our Billing Team on 0870 242 3758 Option 4.

Payments by Direct Debit
If you currently pay by Direct Debit we will re-charge £4.07 for the above invoice on 7 April 2007, alternatively you can make immediate payment in your Member's Area or contact our Billing Team on 0870 242 3758 Option 4.

Thank you for your understanding at this time, however please free to contact us if you have any concerns in connection with any of the above.

Kind Regards,

freedom2surf Billing Team

Anyone else had something like this? Is it genuine? Is it reasonable???

[guesswho]

Funnily enough I've received a similar email.....

Very suspicious in that I've migrated from F2S broadband today!

Need to see if I can access my credit card details from last year.

[DeeCee]

Received the same email, but only after seeing outstanding payment in my account page, also shown as Credit Card declined !
.... I think it was for regrade to Max last year (£5 + VAT).
Need to search out my credit card statement to check if it has already been paid.

Anyway last straw for me requested MAC code by email and received it within 20 minutes !

Heading to BE

Update
Registered for BE last night, received email this morning before 8:00 confirming changeover date 30 March 07, free modem being dispatched 27 March by courier. Freephone contact and support number.

All looks good so far

[Cloudbase]

I received the same email but for the regrade (£5 +VAT) and a months fees from last April. Bit puzzled by it. Will have to dig out statements.

[pmdonovan]

Originally Posted by guesswho

Funnily enough I've received a similar email.....

Very suspicious in that I've migrated from F2S broadband today!

Mmm - call me a cynic, but I was on the phone to them this morning to cancel my account as I've been with Be* for the past month and it seems far too much of a coincidence that an 'audit' has taken place in their favour.

Having said that, they are right and a payment was missed in September last year and the £5ish for the MAX update last April probably is legit as well.

Debit card has expired on the account, so I'll see what happens next..........

[John]

I got one as well, for a £5 regrade fee I cannot spot it on my statement so it looks ok but you would think good will gesture etc as its near enough 1 year past! Its a bit petty really.

[jjy]

Got one, plus a followup today "in response to customer feedback".

I had assumed I wasn't billed due to a month's lack of service immediately prior. I had emailed Billing to ask for a reduction at the time and never received the MAC code requested.

I wrote back yesterday telling them this and not authorising them to take payment.

Today they ask us to phone them on an 0870 number.

I again stated my case, complained about the number and said I would get my card issuer to chargeback if they take payment.

[GrahamU]

Originally Posted by jjy

Got one, plus a followup today "in response to customer feedback".

I had assumed I wasn't billed due to a month's lack of service immediately prior. I had emailed Billing to ask for a reduction at the time and never received the MAC code requested.

I wrote back yesterday telling them this and not authorising them to take payment.

Today they ask us to phone them on an 0870 number.

I again stated my case, complained about the number and said I would get my card issuer to chargeback if they take payment.

Like several others mine seems to be for the Max upgrade done last April.
What was your "in response to customer feedback" message about. I've not received one of those.

[jjy]

Dear f2s Customer

In response to customer feedback regarding the email sent to you yesterday (Wednesday) afternoon we would like clarify a few points.

The amount quoted in our email is not an extra fee or administration fee, rather an amount that should have been debited from you last year in 2006.

Although the payment was seemingly accepted at the time, after an end of year audit it has been brought to our attention that in fact the money was not debited from your card.

We are confident that all customers who have received this email have not paid on the date stated. However, if you believe this not to be the case then please contact us on 0870 242 9758 (option 4) and we will of course investigate further.

Please bear in mind that you may have been paying a different price for your service last year and the amount in question may differ from what you currently pay us.

If the invoice total is around £5.00 this will have likely been a once off regrade fee as a result of switching your ADSL package.

We are urging all customers with queries regarding this to contact us by phone where ever possible.

Kind regards,

The freedom2surf Billing Team

www.f2s.com

0870 242 3758 (option 4)

[kcider]

I too have had the email - for a months worth of unlimited service (£22.50)

Surely it is not right that someone can take money off you 12 months after the transaction took place.

Is anyone up on the law about this? Have we got any rights to stamp our feet and say "we're not paying, it is your fault you didn't process the payments in time..." ???

We have put up with intermittent web hosting/email/adsl for ages and ages. Now we are suffering with intermittent accounting.

[Cloudbase]

These unpaid invoice alerts have now disappeared from my Member's area and no extra money has been taken from my account.

[DeeCee]

They charged my Credit Card for the outstanding £5 +Vat the same day as they sent the email (21 March 2007)

They had noted in their mail ....
"If you have a current credit card on our system we will re-charge £5.88 for the above invoice in 14 days"

Perhaps it is because I requested my MAC number !

Anyway soon be gone, migration on 30 March, received router from BE today.

Moved my email to Strato, 0.58 pence per month (5 POP3 addresses), £4 one off connection charge, my own domain.

Strato mail been running for five days now, no problems.

[pmdonovan]

Yes - so much for the 14 days notice. They grabbed the cash yesterday - probably because the debit card expires on Saturday and I've migrated away to Be. As kcider so succinctly puts in - an intermittant service with intermittent billing. A real shame as F2S used to be a class leader......

[sheffix]

F2S have taken £19.99 from my account before the 14 days have expired - are they intending refunding this or not? I'm not happy about this method of rectifying their mistake.