Complaints about disastrous billing system

After several attempts with Melita's very "friendly" call centre where everyone understands your frustration but cannot do anything for you, I am testing another channel to voice my complaint about the disastrous billing system.

Putting aside the dozens of problems I had when upgrading to Me1, I had decided to add the XL mobile service to my package. It all seemed fine for the first month when all calls were free or charge until I received my first bill.

The mobile usage was much less than the mobile subscription but, unfortunately, the discount was €15.71 short. I called their call centre where Yanika confirmed the error on their part and informed me that a refund would be posted to my account. Two weeks passed and the amount was still not showing on my account, so I decided to call again. Yanika confirmed, yet again, that the refund is showing on their system and that I would see it in my next bill. The bill arrived and, to my surprise, not only was the refund not showing on the bill, but for the second consecutive month, the discount was again €15.71 short.

More time spent on the phone with their agent, this time it was Luke, where I was promised that I would get a call within two working days about this issue, as some IT personnel are investigating. The obvious happened. The call never arrived and I decided to call again, this time asking for a supervisor. After explaining the whole story for the umpteenth time I was informed that the supervisor was not available but my complaint will be forwarded and a call would be returned by the supervisor later on that same day.

Another week has passed from that last call and I am still waiting for that call with my solution.

Is this the way Melita treat their customers who give them hundreds of euros a year? Is this the cheaper and better service they promote? Is this the reason why they bind their customers to contracts that cannot be cancelled unless the full contract subscription is paid?

While waiting for May 20, 2010, when I will happily terminate all my relations with the company, I hope that this issue is sorted without having to waste more time with any of their agents.