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From: telenet!nessus!dkpurks@uunet.uu.net (Dave Purks)
Newsgroups: comp.dcom.telecom
Subject: Response to Mr. Preisendefer
Message-ID: <telecom-v09i0522m02@vector.dallas.tx.us>
Date: 17 Nov 89 16:01:43 GMT
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X-TELECOM-Digest: volume 9, issue 522, message 2 of 7


	Patrick:

	In response to the message I forwarded from you, the Product Manager
	for Outdial Services writes:

	"The price change this past summer included a complete replacement
	of the PC Pursuit Billing system.  As would be expected, such a
	complete change over, which included new account IDs, resulted in
	numerous adjustments and addressing of customer concerns.  This
	put a significant strain on our Billing department.  Additional
	resources have been made available and the backlog has been reduced
	so that current calls to Billing are now being processed in a timely
	manner.  Calls into Billing have also gone down as questions and
	concerns have been addressed.  The new Billing system is working
	consistently and quite well."

	"As to the particular customer concern raised, that will be resolved
	within days, if it hasn't already been corrected."

	The Director of Revenue Systems (Billing) has informed me that the
	account was cancelled in early October and a $90.00 credit was
	processed with the November data.  That credit should be posted to
	his account within 2 to 3 weeks and will show up on his bill on the
	next accounting cycle (each credit card company is different so it's
	difficult to say when he'll actually get a statement showing the
	credit).

	When we implemeneted the new billing system earlier this year, we
	sent credit card debit authorizations to all existing customers.
	The enclosed letter indicated that we would cancel anyone who did
	not return the authorization.  Telenet has been slow to take action
	against the people who did not return the form so that we do not
	cancel a customer who has just forgotten to return it or returned
	it only to have it lost in the mail.

	Some customers have complained at the delay in receiving credits
	to their bills.  Much of that is due to the fact that we are not
	directly connected to the credit card company.  Our accounting
	cutoff is around the 5th of a month.  If a customer calls in and
	is issued a credit after the cutoff, it is not sent to the company
	that processes the card transactions for us until the end of the
	next billing cycle.  It takes them about two weeks to post the
	transactions.  If that posting happens to fall just after the end
	of the credit card company's billing cycle, there will be a delay
	of several more weeks before the customer sees the credit appear
	on their bill.

	I hope that this addresses the various concerns you and other
	customers have raised.  If there are any further questions, please
	feel free to forward them to me and we'll try to get them addressed
	as quickly as possible.

	Dave Purks
	Telenet Communications Corp
	..!uunet!telenet!dkpurks