informer 374: 27 June 2016

You may see a credit in your next ebill to cover a duplication of UBA installation charges between December 2014 and April 2016. 

What's happening?

We have identified in some orders that a duplication of UBA installation charges has occurred due to a combination of a system issue and human error.

We’ve carried out a reconciliation from December 2014 to April 2016 and our billing team are processing these credits so that they appear on your next ebill. They will continue to provide ongoing monthly credits to cover any order where duplication of a UBA installation charge occurs.

What's the detail?

We’ve commenced work to investigate options for a permanent solution to the system issue, which will likely not occur until later this year. In addition, we’ll also be implementing a refresher for our internal team to reduce the occurrence of human errors.

Your Service Delivery Manager will be able to update you on the progress.

Who should I contact?

Your Account Manager will provide you with a view of the credit being applied. However, if you have any questions please don't hesitate to get in touch.