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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.

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Comments

Jason Attard (on 3/7/09)
Best thing you can do is complain to the CCD http://unfaircontract.host56.com/
R. Zammit (on 3/7/09)
Melita’s billing and account statements system is the most misleading I have ever seen. It seems that simplicity with numbers had been too complicated for Melita to cope with when designing their customer’s billing system…..or was there a scope? Monetary mistakes, when and if detected from their ambiguous account statements have to be challenged over numerous lengthy phone calls thereby complicating further the next statements to come!!!
Noel Scerri (on 2/7/09)
Melita disastrous ? You're joking. Today I decided to remove their service and after 3 calls to their so called Customer service I was asked to again call "freephone" (which it isn't) 27274927 which call was not answered after 15 minutes 30 sec. only to be asked to leave a message. Calling Customer care again I was informed that that was the only way I can remove the service. The idiot I went to their branch in Valletta only to be told that removal was possible only by calling that number and although the nice girl attending to my request had a telephone infront of her she informed me that she couldn't make the call for me. MCA action please.
Galea. L (on 2/7/09)
I wonder how and why many people still remain so gullible in Malta.
Nigel Lawrence (on 2/7/09)
Best thing I ever did was leaving Meltia. I'm surprised, with their crappy service, that they are still in business.
Kurt Mifsud (on 2/7/09)
Since Melita launched their Mobile both customer care and services have declined in quality. I also had a billing problem with them a couple of weeks ago. At the Valletta branch hey didn't want to accept my brother's smart card to pay for the Internet service cause it was together with Hello. I did as told, phoned customer care and asked to be billed separately but they refused. After making a lot of hassle and had to raise my voice over the phone they accepted. I went back to Valletta and this time a different person served me. She asked me if I wanted to pay with the smart card both bills! 3 persons, 3 different answers. Are these persons being trained before serving clients?

Even if you call to complain that the Internet is slow and sometimes stops connecting, they tell you that the problem is with your PC. So I ask again, everyone in Malta has a PC problem?
frank grech (on 2/7/09)
Dear Chris Bugeja
I can understand your frustration with Melita, I have been there, they gave me hell for quite a long time. My advice to you is to contact the consumer rights section and they will guide you
so that you can get what rightfully belongs to you. I did that and thankfully got out of the web trap that is Melita Plc.
So cut your losses short and fight fire with fire!

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