Help! LiveConnected overcharged by $243!

Trance N Dance on 08/03/2014 - 13:32

So yesterday I checked my email and the bill from Live Connected turned up as usual. Only problem they charged my $243 for excess data usage.

First thing I did was look at the itemisation and checked all the entries for data usage. The total came to 728251KB or ~711MB. This is for all data usage including social sites which should be free under my plan. My data cap is 1.5GB so I am well under my included data. On the bill it seems like the data usage was shifted one decimal point to the right as I was billed for 7.1GB of data.

Live Connected also screwed up my inclusions for the month of February. February was the last month I was to be under my old plan where my inclusions were $650 worth of calls to anyone and 1.5GB of data before being forced onto a new, more expensive plan by Live Connected with inclusions of $500 of calls to anyone and 1GB of data. Even under the the new cap I was well under the included limit. They also charged me the price of the new plan for February as well.

I also ported my number over to Vaya, and the bill correctly mentions that this service was disconnected on the 4th of March.

There's now only 9 days before the payment is automatically taken from my credit card. Other than going to the telecommunications ombudsman is there any other option I can pursue?

Thanks in advance everyone.

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Comments

  • BenK-Oz on 08/03/2014 - 13:52

    Called them yet? Tried whirlpool forums, they have customer service reps on there

    • Trance N Dance on 08/03/2014 - 14:10

      Yeah just gave them a call and they said they'll send me a new invoice before the due date as they've noticed an error on their side.

      And yeah just gave the Whirlpool thread a read. Completely forgot about Whirlpool and went here first instead…

  • gomertose on 08/03/2014 - 13:57

    Same here. Check the LC whirlpool forum. A lot of angry people there. Their incompetence defies belief. And you ported to vaya (same incompetent mob)… why???

    • Trance N Dance on 08/03/2014 - 14:10

      Because I ported over before this stuff up happened. I've been with LC for 2 years and 3 months and have never had anything happen before. I know they're the same mob but Vaya offered better inclusions than the new plan LC were forcing me onto.

  • hugh on 08/03/2014 - 22:04

    In the same boat, couldn't believe the amount for excess usage and will query it. How many customers has this affected?

  • kiwipride on 08/03/2014 - 22:38

    Me too! $270 over normal amount.
    What phone number did people call?

    • Repi on 08/03/2014 - 22:48

      Same here, $ 200,- over standard cap amount. Sent an email, no reply so far.

      • Repi on 10/03/2014 - 19:20

        Didn't get a reply, but the whole invoice amount has been credited. Looks like LC is going to start from scratch.

  • conan2000 on 09/03/2014 - 07:48

    From my experience the number you can dial from them never gets picked up. They used to be good but don't think they kept up with their growth. I had multiple billing errors in the ~3 years I was with them.Whwn I finally decided to leave in December they overcharged, told me it was a mistake when I complained and then charged me anyway. They then told me it was a valid overcharge, there was multiple back and forths and it didn't get Solved until I complained to the ombudsman. Bottom line, don't use them or Vaya.

    I managed to get an excellent rate with Optus through my employer. Given the price differences have diminished so much recently, I can't see me going back to one of these discount carriers.

  • srhardy on 09/03/2014 - 07:55

    LC dont usally end up debiting CC when they have a billing error like this but they can and thats always a problem with any network thats postpaid. They often catch it, as does VAYA and either credit or rufund on the times when someone has been billed before it found to be a problem…

    Optus backend for resellers is a tricky pain in the ass to deal with if all the errors are due to it. When plans expire or are amended and changed like is happening at present then its to be expected, so keep an eye on your bills.

    The LAW is on your side so LC/VAYA both will quickly amend bills, suspend auto debiting or make refunds and corrections as fast as the error allows them to after discovering it… Patience and only PANIC if they debit you IMO.

  • Lichen6420 on 09/03/2014 - 09:26

    See this post and their following posts,

    http://forums.whirlpool.net.au/forum-replies.cfm?t=2217454&p…

  • peterpeterpumpkin on 09/03/2014 - 12:20

    A friend of mine appears to have been charged by Live Connected the day after he already ported out to Vaya. So not only was he charged the pro-rata rate for the same day twice by two different (sister) companies but then another day from Live Connected on top of that.

    But that's nothing compared to the stories on Whirlpool this past week. I think we should all check our bills for February/March very carefully as something's gone terribly wrong.

  • Ughhh on 10/03/2014 - 19:26

    I was overcharged on my recent invoice too, but Im sure they're fixing this. You should've received a sms about this error. My account has been revered back to the old plan (not the new loyal ones).
    Give them time before sending loads of emails and calling non-stop, thats just slowing them down.

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