UPC Bill????

0ph0rce0

Why do they make it so confusing

Probably the wrong section but the only one where people talk about UPC...

My phone bill part... Can anyone make any sense of this...

ex VAt inc VAt
Local - 4.25 - 21.0% - 5.14
National- 1.36 - 21.0% - 1.65
Mobile - 1.32 - 21.0% - 1.60
International- 36.44 - 21.0% - 44.09
Service Numbers - 0.54 - 21.0% - 0.65
Total - 101 - 07:47:48 - 43.91 - 53.13
Total for Telephony ex vat 43.91
inc VAt: 53.13

---

Digital Telephony−Anytime World Local & National (ATW)
ex vat inc vat
−5.61 21.0% −6.79
Total −5.61 −6.79

Digital Telephony−Anytime World International
ex vat inc vat
−27.80 −27.80
Total for Telephony
−33.41 −34.59

Total for Usage 18.54

---

A bit messy but as you see the total for all calls from first table are

€53.13 inc VAT

The second table is the discount im getting back for calls made withim my package..

€34.59 inc vat

SO I SEE THAT €53.13 - €34.59 = €18.54 TOTAL OUTSIDE OF PACKAGE

ON THE FRONT PAGE IT SAYS USAGE EX VAT
€10.50 AND iNC VAT = €18.54

21%vat on 10.50 aint 18.54???????????

And why dont i get vat refunded on the International calls..

If anyone can make sense of this i much appreciate it

rebeve

They do that to me every couple of months.Rang a few times ,but never got anywhere .

0ph0rce0

Just rang them, no one could explain the whole hour i was on the phone :mad:

when they added all my calls they came to 12.70 not 10.50 outside of package :rolleyes: and said there charging me less.

but still 21% on 12.70 aint 18.54

and nowhere does it state where the missing moneys or extra vat in coming from..

I bet there doing this to everyone, adding on small amounts of vat without you noticing...

If people have UPC packages have a look at your bill and work it out and i bet you come up the same as me...


SCAM MERCHANTS

djimi

Did you ask to speak to a supervisor?

If noone can tell you why you are being charged the money you are being charged then you tell them that you are going to recalculate the bill yourself, ammend the amount being charge to show the correct amount, send them in a copy of the ammended bill and just pay that amount. If they dont like it then tell them to explain to you how they came up with the figure they are trying to charge you.

gin_and_tonic

I too have experienced these VAT irregularities with UPC.

The way UPC bill people is they charge you for your calls and then discount the calls inside any phone packages you subscribe to.

For the past few months on my bill, when they apply the anytime world discount, they discount the gross, but don't discount the 21% VAT, thus you end up paying the VAT on all your international calls, even if they're already included in your phone ("Anytime World") package => you pay double VAT on international calls if you're subscribing to the Anytime World package.

They seem to be well aware of the problem because any time I've rang about they've acknowledged the issue and just discounted it. But it's silly really, it could be fixed so easily if the incompetent managers just corrected the error on their system.

0ph0rce0

So if they charge you VAT on all calls intertnationally and dont refund it within the package, Then the calls arent free, even within your package..

So they are lying basically.

And by the sounds of it they do it to everybody, which means they are possibly making millions each month from this...

I know its only a couple of euro, i wouldnt mind paying it if they showed it on the bill and i knew where it came from.

But to just add minnimum €6+ extra vat on each bill i've recieved for the last 4-5 months and not state, just seems odd.

Some manager rang me back and couldn't explain and wouldn't discount me the difference.. so who do i make a complaint to???

Do we have a communications regulator???

gin_and_tonic

I think its something Revenue Commissioners would be interested in. I wonder what they're doing with the double VAT charges.

Dakor

They are complete rip-off merchants. I signed up for their 'Anytime World local & national' I was told I would get 400 international minutes free plus I would get all local and national free 24/7. When I got my first bill, I was been charged for all international, and daytime local and national. I eventaully got that sorted about 3 months later, when they realised they had put me on the wrong package. Of course, they didn't refund me becuase they talked about discounts that I received and blah blah blah... it all worked out in their favour.

I just checked my latest bill and found even more charges. Called them to find out this time that the 400 minutes includes the local and national minutes. The guy on the phone John, (called at 10:25am) was extremely condisending. As soon as my contract is up, I'll be changing to another company. Any recommendations out there?

Dakor

They are complete rip-off merchants. I signed up for their 'Anytime World local & national' I was told I would get 400 international minutes free plus I would get all local and national free 24/7. When I got my first bill, I was been charged for all international, and daytime local and national. I eventaully got that sorted about 3 months later and multiple calls, when they realised they had put me on the wrong package. Of course, they didn't refund me becuase they talked about discounts that I received and blah blah blah... it all worked out in their favour.

I just checked my latest bill and found even more charges. Called them to find out this time that the 400 minutes includes the local and national minutes. The guy on the phone John, (called at 10:25am) was extremely condescending. As soon as my contract is up, I'll be changing to another company. Any recommendations out there?

rebeve

Dakor wrote: »

They are complete rip-off merchants. I signed up for their 'Anytime World local & national' I was told I would get 400 international minutes free plus I would get all local and national free 24/7. When I got my first bill, I was been charged for all international, and daytime local and national. I eventaully got that sorted about 3 months later and multiple calls, when they realised they had put me on the wrong package. Of course, they didn't refund me becuase they talked about discounts that I received and blah blah blah... it all worked out in their favour.

I just checked my latest bill and found even more charges. Called them to find out this time that the 400 minutes includes the local and national minutes. The guy on the phone John, (called at 10:25am) was extremely condescending. As soon as my contract is up, I'll be changing to another company. Any recommendations out there?

You can say that again .

**Vai**

Any employess Ive spoken to are extremely unhelpful, no matter what your query. It took me nearly 3 months to get them to come install my channels. Should have known!

0ph0rce0

Dakor wrote: »

They are complete rip-off merchants. I signed up for their 'Anytime World local & national' I was told I would get 400 international minutes free plus I would get all local and national free 24/7. When I got my first bill, I was been charged for all international, and daytime local and national. I eventaully got that sorted about 3 months later and multiple calls, when they realised they had put me on the wrong package. Of course, they didn't refund me becuase they talked about discounts that I received and blah blah blah... it all worked out in their favour.

I just checked my latest bill and found even more charges. Called them to find out this time that the 400 minutes includes the local and national minutes. The guy on the phone John, (called at 10:25am) was extremely condescending. As soon as my contract is up, I'll be changing to another company. Any recommendations out there?

Clearly states in thier terms that

Freetime World provides free local and national fixed landline calls at off-peak times and 400 free international minutes per month to fixed landline numbers

Anytime World provides free local and national fixed landline calls at any time and 400 free international minutes per month to fixed landline numbers


it cant be included if it says this, stupid UPC

Virgin Media: Jason

Guys

Not my area but I am jumping on here to state our official position, which is that all UPC calls are charged at 21% so we’re a little perplexed by the calculations that are being exchanged and would like to get in contact with you guys who have posted here with specific examples, so we can investigate each and come back to you on them.

Therefore – would you mind sending me on your contact details (PM me), I will pass these on to our billing director and we’ll get in touch with you today.

Regards

Jason

gin_and_tonic

UPC:Jason,

In your billing system, you charge people for phone calls individually and then apply the relevant discounts from packages such as anytime world and freetime world.

The problem here is to do with international calls included under "Anytime World".

The gross is discounted, but the VAT @ 21% is not discounted, thus customers, such as myself and the author of this thread, end up paying the VAT on international calls which are already included in the Anytime World package.

Does that make sense to you?

Your customer service agents are well aware of the problem. Twice I've called in relation to that problem and they were immediately aware of it.

Solving the issue requires management to fix the billing system to make sure you discount the VAT as well as the gross when the calls have already been paid for.

Virgin Media: Jason

Thanks gin and tonic

I would be happy to get your query looked by a senior member of our billing team, so you can have a full breakdown and explaination.

Please pm me your account number and contact details, and I will get you called immediately.

Regards

Jason

gin_and_tonic wrote: »

UPC:Jason,

In your billing system, you charge people for phone calls individually and then apply the relevant discounts from packages such as anytime world and freetime world.

The problem here is to do with international calls included under "Anytime World".

The gross is discounted, but the VAT @ 21% is not discounted, thus customers, such as myself and the author of this thread, end up paying the VAT on international calls which are already included in the Anytime World package.

Does that make sense to you?

Your customer service agents are well aware of the problem. Twice I've called in relation to that problem and they were immediately aware of it.

Solving the issue requires management to fix the billing system to make sure you discount the VAT as well as the gross when the calls have already been paid for.

Heisenberg1

UPC: Jason wrote: »

Guys

Not my area but I am jumping on here to state our official position, which is that all UPC calls are charged at 21% so we’re a little perplexed by the calculations that are being exchanged and would like to get in contact with you guys who have posted here with specific examples, so we can investigate each and come back to you on them.

Therefore – would you mind sending me on your contact details (PM me), I will pass these on to our billing director and we’ll get in touch with you today.

Regards

Jason

Toatally of the point

Jason can you tell when us loyal UPC customers are getting Sky Sports HD and 100mb broadband.

MJL23

And they advertise on the website that prices are VAT included, however I received my bill showing that VAT is not included and I am to be added extra 21% to my bill! Emailed them straight away! We'll see how it goes. As well, I've noticed that they have the price for 30MB Broadband on their website at €42.00 + €7.75 for TV line rental and on the bill these numbers are changed to €42.55 and €7.85??? What the hell??? Extra €0.65 cents from each customer every month if he didn't noticed?

0ph0rce0

Just had another mail from UPC confirming my bill is correct :rolleyes:

Yet when i go through it it doesnt.

When i went through it on the phone with UPC support they couldn't work it out and said it was wrong...

2 other times i've called they said they aware of the problem....
Your own staff know.

So you know we are getting charged VAT on International Calls and the calls being refunded in the discount are EX VAT...

Still no one wants too say anything in UPC???

I've made a complaint to COMREG and talked to my producer mate in RTE and he's goona get it aired on the consumer show on RTE in the coming weeks....

Hopefully more people will check thier bills see they are being overcharged and this will get sorted once and for all.

rebeve

0ph0rce0 wrote: »

Just had another mail from UPC confirming my bill is correct :rolleyes:

Yet when i go through it it doesnt.

When i went through it on the phone with UPC support they couldn't work it out and said it was wrong...

2 other times i've called they said they aware of the problem....
Your own staff know.

So you know we are getting charged VAT on International Calls and the calls being refunded in the discount are EX VAT...

Still no one wants too say anything in UPC???

I've made a complaint to COMREG and talked to my producer mate in RTE and he's goona get it aired on the consumer show on RTE in the coming weeks....

Hopefully more people will check thier bills see they are being overcharged and this will get sorted once and for all.

Like I said ,I made numerous calls to UPC about the same problem ,never got anywhere .They must know its a problem at this stage .

Virgin Media: Jason

All

Just a quick note to say that we haven't forgotten about you, and are working on publishing full details with a very clear and detailed explaination on how our bills are calculated on our website.

Once this is published I will update all on this thread with the direct link.

We hope to have this done tomorrow, however if that is not possible it will be Monday next.

Regards

Jason

0ph0rce0 wrote: »

Why do they make it so confusing

Probably the wrong section but the only one where people talk about UPC...

My phone bill part... Can anyone make any sense of this...

ex VAt inc VAt
Local - 4.25 - 21.0% - 5.14
National- 1.36 - 21.0% - 1.65
Mobile - 1.32 - 21.0% - 1.60
International- 36.44 - 21.0% - 44.09
Service Numbers - 0.54 - 21.0% - 0.65
Total - 101 - 07:47:48 - 43.91 - 53.13
Total for Telephony ex vat 43.91
inc VAt: 53.13

---

Digital Telephony−Anytime World Local & National (ATW)
ex vat inc vat
−5.61 21.0% −6.79
Total −5.61 −6.79

Digital Telephony−Anytime World International
ex vat inc vat
−27.80 −27.80
Total for Telephony
−33.41 −34.59

Total for Usage 18.54

---

A bit messy but as you see the total for all calls from first table are

€53.13 inc VAT

The second table is the discount im getting back for calls made withim my package..

€34.59 inc vat

SO I SEE THAT €53.13 - €34.59 = €18.54 TOTAL OUTSIDE OF PACKAGE

ON THE FRONT PAGE IT SAYS USAGE EX VAT
€10.50 AND iNC VAT = €18.54

21%vat on 10.50 aint 18.54???????????

And why dont i get vat refunded on the International calls..

If anyone can make sense of this i much appreciate it

0ph0rce0

well i'll stall my actions until i see this,

Cheers for the update!!

Virgin Media: Jason

No worries, will post on Monday once I receive confirmation the page is published.

Regards
Jason

0ph0rce0 wrote: »

well i'll stall my actions until i see this,

Cheers for the update!!

Virgin Media: Jason

Hi oph0rce0

Very sorry, still waiting for one person to revert regarding the official response, I am hoping this will happen later today, or else first thing tomorrow.

I will update ASAP

Regards

Jason

0ph0rce0 wrote: »

well i'll stall my actions until i see this,

Cheers for the update!!

Boom_Bap

is there any update on this?

Virgin Media: Jason

As promised

I have been advised that our billing team are aware of this display issue, whereby the crediting back of the vat on our International call packs does not show the Vat inclusive amount.

You are correct that the Ex Vat amount is only shown on page 2 of your bill, however page 1 of your bill does contain the Vat inclusive discount in the total, and the overall amount charged on the bill is correct.

Please see attached an example bill breakdown, with pointers for clearer understanding.

We are fully aware that this may cause some confusion and are actively working on ensuring that the presentation of the Vat inclusive discount is fully transparent on our bill as part of our next system upgrade.

Based on this feedback, we are in the process of re-communicating this with all of our customer care team, and are working on adding this to our FAQ section of our website www.upc.ie.

Thanks everybody for your comments and we hope this explanation meets your expectations. If you would like a personal run through your own bill, we would be happy to do this, please call 1908 or PM me and I will get you called straight away.

Regards

Jason Campbell

Boom_Bap wrote: »

is there any update on this?

nrm

Amazed that 3 years later from this admission of failure in a billing output and still an issue on my UPC Bills. I pity the quality of UPC IT department if they have been unable to correct this confusing display on their Bills within three years!

Sheldons Brain

The UPC bill is unnecessarily complex and no doubt causes unnecessary aggravation for customer car staff. My first bill on a new setup was very difficult to understand, I eventually figured out that it was as expected, but really there is no need for it to be so unclear. Other providers manage greater clarity.