More on the Saga of the Failed Billing...

I posted here last week, after I arrived home from a short trip, to find a voicemail and snottogram from PN, indicating my monthly subscription payment had failed.

I eventually concluded it was probably due to nothing more than a recent debit card renewal, which meant my card details needed updating - which I did - but not without encountering a problem along the way, that Mand was able to replicate, and raised as a Priority 1.

Anyway, I eventually managed to update the details OK, and make a payment, and received confirmation that my question (ridiculous, as I didn't ask a question - they mean the ticket they had raised!) had been closed, with "no cease issued on this line".

All well and good.

Until tonight, I get another response to another question (which also I did not ask), saying MY question () has been passed to the "Failed Billing pool", for investigation as soon as possible.

I haven't got a question: what are they on about (or what are they on)? As far as I'm concerned, it was all resolved several days ago.

Who is investigating what now?

Ticket Nos. 23393979 (the closed one) and 23385293 (seemingly still open one about same topic).

T.

Hi,

It's nothing to worry about, when there's a problem with the payment the billing team will create a ticket on your account and try and give you a call. If they can't get hold of you they'll put the ticket on hold to try again a later date. That's what's happened here, the ticket they put on hold has come off hold and normally now someone will check it, see the payment has been processed and close the ticket off (which I'll do now to save them a job).

The ticket text is standard text that appears on any ticket when it comes off hold (except the ticket pool part).

Hi Dave,

OK, thanks, I got a closure notice.

One ticket I understand (well, sort of), but I didn't understand why I seemed to have another on the go, about the same thing. I didn't know if they were saying there was still a problem!

T.

Ah, yeah, the reason for the two is because the first one is raised by the support guys so they can keep track of who they've contacted. The second (the one with the "No cease has been raised on this line" text) is raised by the system when the payment is taken.

If we can't contact a customer after so long then we'll have to cancel the broadband on the line. If the customer then pays after we place the cancellation but before it completes we'll need to stop the cancellation. That's what that ticket is there for, it's generated so that someone can check if we've placed a cancellation and stop it if we have. It probably should be automated a bit better but by raising it on every account it ensures that none are missed.