I started to notice an extra fee in my SOA. I inquired about it over the phone last March 2020. I was promised that this will be looked into and will get an email update. A month later(April 15th), I emailed bil***@convergeict.com to follow-up as I've not heard back from them. April 21, someone responded that they will let Manila team (billing***@convergeict.com) know about this.
Over a month later (May 23rd), I emailed Manila team to follow-up because I have not heard back from them again. On May 26, my email was forwarded to someone again and misunderstood my concern for SOA request. I immediately replied & stated my concern that same day.
After, no reply again. June 3rd I emailed them again for a follow-up. Until today, they offered no explanation, no reply. Every month I keep seeing an extra fee that I'm "supposed" to pay.
My monthly bill is 1,500. I'm never late in payment. There should be any late fees or unpaid balance. I've been very patient. How long do you plan to drag this on without any updates? Is this your business practice?
These were a couple of emails that were CC'd but were not working when replied on June 3rd.
1) earlystage***@convergeict.com
2) consumer***@convergeict.com
I have 10 different email addresses from you. 5 of which have names of your employees -- Billing and Collection Team.
Extra charge. - Consumer Complaint for Converge ICT Solutions Inc.
RECIPIENT
Converge ICT Solutions Inc.Reply by Angelica Daypal on 6 July, 2020
Experiencing no internet server. Can you please do an action to this as soon as possible.
Reply by Yanyan on 7 July, 2020
Comment For peace of mind, this might help you too. I figured this out thru their Frequently Asked Questions since I was confused with my first billing. I emailed them and they won't answer queries clearly and will only give SOAs or automatic responses.
NOTE: Understand that your initial payment consists of Security Deposit (SD) + Installment Fee (IF). It's NOT a payment for a recurring mainline bill, it's the INITIAL Subscription deposit. Your SD is refundable once you terminate the subscription.
In my case, I paid the whole upfront free: (SD) P1500 + (IF) P2500 = P4000 total subscription. I have a P1500 that I can refund.
My net was installed on May, 2. Statement of Account (SOA) will be read every 1st day of next month which contains your billing. Do not pay unless you receive your SOA. I received my SOA thru email on June 9 and my first bill amounts P2951.62. I received SMS notification before that day that my "outstanding balance" is P1451.62 (it will be confusing when you don't know the computation, see computation below). I was so confused and distrusting because I didn't understand my first billing plus I paid P1500 on June 2 without SOA, it wasn't reflected. So I emailed, yet my questions aren't clarified. This was during ECQ, so it's frustrating to contact them.
Here's what I understood;
The first Mainline fee is computed from the Day of Installation to the End of its Month. It's also known as Prorated Charge that you're ought to pay + Mainline fee of the Recurring Month.
COMPUTATION: Mainline Plan / 31 (Installed Days) = Prorated Charge
+ Recurring bill + Payment for IF when stagerred
= Total amount of the first bill (VAT Included)
My first bill compute: P1500 / 31 * 30 Days = P1451.62 (Prorated Charge during May)
+ P1500 (June bill) + 0 (IF)
= P2951
The next SOA will consist only of your recurring bill once you completely paid your first SOA. Due date of payment varies but mine is every 20th day of the month, which is unfair for me but safe for them.
NOTE: Understand that your initial payment consists of Security Deposit (SD) + Installment Fee (IF). It's NOT a payment for a recurring mainline bill, it's the INITIAL Subscription deposit. Your SD is refundable once you terminate the subscription.
In my case, I paid the whole upfront free: (SD) P1500 + (IF) P2500 = P4000 total subscription. I have a P1500 that I can refund.
My net was installed on May, 2. Statement of Account (SOA) will be read every 1st day of next month which contains your billing. Do not pay unless you receive your SOA. I received my SOA thru email on June 9 and my first bill amounts P2951.62. I received SMS notification before that day that my "outstanding balance" is P1451.62 (it will be confusing when you don't know the computation, see computation below). I was so confused and distrusting because I didn't understand my first billing plus I paid P1500 on June 2 without SOA, it wasn't reflected. So I emailed, yet my questions aren't clarified. This was during ECQ, so it's frustrating to contact them.
Here's what I understood;
The first Mainline fee is computed from the Day of Installation to the End of its Month. It's also known as Prorated Charge that you're ought to pay + Mainline fee of the Recurring Month.
COMPUTATION: Mainline Plan / 31 (Installed Days) = Prorated Charge
+ Recurring bill + Payment for IF when stagerred
= Total amount of the first bill (VAT Included)
My first bill compute: P1500 / 31 * 30 Days = P1451.62 (Prorated Charge during May)
+ P1500 (June bill) + 0 (IF)
= P2951
The next SOA will consist only of your recurring bill once you completely paid your first SOA. Due date of payment varies but mine is every 20th day of the month, which is unfair for me but safe for them.
COMPLAINT #4161 - Billing or Collection Issues