11 Apr 2013 11:37 AM:

 Hi lpgrg

So you found some errors last July and alerted them to it. 
In December 2012 we know that someone else contacted them about the same thing. He received a refund and then the following month had more errors (see blog post on my original post) 
In January 2013, I contacted them with a list of duplications going back to FEB 2012. 
They refunded 305Euros and since then our bills have been correct. 

HOWEVER, the fact that they quickly refunded our money once we discovered all the errors,does not stop me agreeing  with you that it all seems very suspicious. 

• From your experience they have been aware of the problem since at least last July. 
• In Spantel's response below they say --- We are currently reviewing all customer invoices for the period in question and will make the required adjustments to the accounts of our customers
• This clearly hasn't happened.  Once again it was left to you the customer to notice the errors and then chase them about it. 
• Spantel informed me in February by email that the error was due to a "bug" in the billing software which  was updated in JANUARY 2012 which affected a specific batch of customers. A "bug" that was accidental or intentional I wonder? 
• So it is now April and the problems appear to be continuing.
• Therefore the questions that remain are
  1. Why haven't they fixed the bug?
  2. Why haven't they contacted and refunded all the customers in the"batch" that they know about.?

 

I think the answer to these questions is simple. Their silence earns them a lot of money.  Is it too cynical to think that it is much more lucrative to keep the "bug" and just refund anyone who questions the errors? 

I would certainly check all your bills going back to at least January 2012. And encourage anyone else you know who uses Spantel to do the same. 

 

 

Thread: Anyone using Spantel? Please check your bills

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17 Feb 2013 2:01 AM:

An update:
 

After my first email to Spantel on 6th Feb, a week passed with no reply. I sent a 2nd email on 13th . Must admit the lack of response had me a bit twitchy and I expected that I was going to have a fight on my hands.

But..on the 14th I received a reply from them with an apology for the errors, an  explanation and a promise of a full refund.  On the 15th the full amount of 305.33 Euros was credited to our bank account! Well done Spantel!

So in the the end it was resolved quickly and relatively easily. Would have been better not to have had the bother of it in the first place of course. Presumably, all accounts affected will now get a refund automatically (whether or not the client has noticed  the overcharges)

Thread: Anyone using Spantel? Please check your bills

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08 Feb 2013 12:34 PM:

 I intend to keep this thread updated with our progress on getting a full refund from Spantel.

I emailed Spantel very early on 6th February. I explained in detail that between March  2012 to January 2013 we had found: 209 duplicated phone calls which comes to about 200 Euros + Vat. In addition there will be money owed from calls we have paid for which should have been within the 100 free minutes per month (to Europe)  

I politely requested that the email was passed to "a senior person in the accounts department who can examine our invoices call by call as we have done,  and who has the authority to refund the charges that have been made by these errors" 

It is interesting that Spantel  found 2 forums on which to post their statement within 24 hours of my email. Yet, 2 and a half days later I stil have not had a personal reply to my email.  Just an acknowledgment would have sufficed:  "we have received your email and we will look into this issue and get back to you as soon as possible"  What most of us would regard as common courtesy ¿No? 

I urge anyone who uses Spantel or knows someone who does to check their invoices for all of 2012 to the current date. 
 

 

Thread: Anyone using Spantel? Please check your bills

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04 Feb 2013 1:26 PM:

 Hear what you are saying  Mungry but in my opinion it is all part of the same problem:  Bad customer service and having to fight for consumer rights are just a reflection of an endemic attitiude that runs through banks, politicians and big business. 
Those with power  think they can ride roughshod over customers and act with impunity. And you know what? They can as long as people are prepared to put up with the standards.

Thread: If you want to make a difference and stop the injustice

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03 Feb 2013 11:03 PM:

 Hello Minerva

I can imagine that it was a rather a culture shock to come from Canada and discover that what passes for customer service in Spain is such a low standard!  We have had many "interesting" experiences! 

You may like to take a look at a post I made on here yesterday about what I have just discovered about the last 12 months invoices from Spantel (telephone/internet service)   it is in the same section as your post and is titled " Anyone using Spantel? Please check your bills..

 

I'll find your page on FB too. 

 

 

 

Thread: If you want to make a difference and stop the injustice

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