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Joel Paprocki avatar image
Joel Paprocki asked ·

Being over billed after recent change to charge mobile users

My phone system is set up to have a call queue and then it does one of 3 options. We pick up the call during business hours, extended hours it transfers to our answering service, and after hours it goes to VM. We have two departments IMF and PIA with different VMs but only have two employees.

What appears to be happening is each time our extension setup per RingCentrals recommendation that auto-forwards the call the answering service is being seen by the system as a "call" and "we are using the line". Even if that is true I think the count is this happens 30 times a month. We are in no way trying to game the system, just trying to make the call routing to work properly with the tools available.

I would like to have my account credited back to the date of overcharges, and either be told how we can reprogram to avoid the system glitch or just leave as is and remove the charges going forward.

I have tried to speak to the India call center and it has been a complete joke. They just keep repeating a script, "we are sorry it appears you are using the lines", then they send me to the next person up, they say the same thing after putting me on hold for 30 minutes, then on to the next level up... and the same thing.

I have wasted hours trying to speak to someone who I can actually have a conversation with, and this is my last attempt. I will then cancel my service, and call the credit card company to report fraud charges on the prior billing.


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saadet.swift avatar image
saadet.swift answered ·
Hello Joel,

Very sorry for the frustration. So that I can locate your account, what is the main company number?
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Joel Paprocki avatar image
Joel Paprocki answered ·
512-215-4044
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Thanks, Joel!

I've escalated this to our Executive Response Team. They will be contacting you after they have reviewed your case and account.
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I have not heard back from anyone. I am going to have to call my credit card and reverse the charges, as this is my 3rd attempt to get assistance (called in on two different occasions a month apart and this chat). 
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I do apologize, Joel. I'm going to contact the agent who has your case! 
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I got a call but it was a low-level person from India. They were helpless in resolving my issue just repeated a script with no solution or even real converstation.
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