So far so good, they apologized. Then they go and charge us for AUD 650 of calls we never made and now we've been asked to wait for the bill to prove it.
As I guessed there are other complainers and suggestions I could find to tackle this:
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the operator said the call was for around 1h 40 mins.
it was a landline which is charged at the same rate as a mobile call.
im resigned to accepting the fact of having to pay $250 for that 1 call. i cant think of any way of proving them wrong.
I'd suggest waiting for the bill to arrive. Personally, I wouldn't rely on what I was told by 3 Care, especially if it seems unusual.
If you're absolutely certain you only spoke for 15-20 minutes, you could try lodging a complaint with the TIO. If 3 still refuses to credit the disputed amount, and you think it would make you feel better, keep escalating the complaint all the way to Level 4. If 3 is using their system to screw you out of $250, you may as well use the TIO's system to screw them out of $1000 (the approximate amount 3 has to pay the TIO for each Level 4 complaint).
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In the dealings I've had with Three, I've found the call centre is good at dealing with simple stuff. For difficult issues, I've found it easier to go to a Three store (not a dealer) and ask them. They will usually try to help and have a more practical outlook on the situation than the call centre staff sometimes do.
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I too had a bad experience going from Virgin prepaid to Virgin postpaid. The problem was in phone number porting — they had extreme trouble doing that and it took them nearly three weeks! To top that off, they stuffed up my next few bills too (billing me for two numbers etc)! Virgin mobile postpaid is really really terrible — avoid it at all costs (unless all mobile carriers are on a par with them; in which case stick with prepaid!).
The Virgin Mobile philosophy: If we stuff our customers around enough, they will have to give in and pay us money!
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What does a person do to get this resolved?
Write to "Matt Davey, General Manager, Virgin Mobile" *BY REGISTERED POSTAL MAIL*:
Mr. Matt Davey
Virgin Mobile
Locked Bag 17
Royal Exchange
NSW 1225
and ask for a WRITTEN REPLY BY POSTAL MAIL.
Not call them, not email them, not fax them.
Ensure you tell them that they need to "hire a programmer to fix systemic problems once and for all".
That's the only way you'll get the matter resolved permanently.
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Forward your letter of complaint to them.
My friend has had similar problems with Virgin customer service. Demand to speak to an Australian call centre and express your dismay at their poor levels of service.
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