Double Billed Numbers

So I'm just curious why I've found my reseller account double billed for certain numbers 3 times in the past? Although Voipo has quickly corrected this, I cannot understand why it keeps happening.

The most recent was a fax number I transferred over from my Voipo account to my reseller account. The transfer went through and the number showed as a fax line. Next thing I see is I got double billed because somehow the number showed as a fax line AND a phone line. This was quickly corrected but in the interim I now had problems receiving faxes. I had asked support if the billing correction had something to do with it and never got an answer.

Now that my fax line seems to be working again, I see that I was billed 3 times for that same number and future billing shows again the number as a fax line and a phone line which means I will be getting billed 5 times for the same number.

Why is this happening? Human error? Technical error?

In the mean time, my CC was charged 3 times over the past couple weeks and due for 2 more charges over the next couple weeks. I'm trying to be patient but finding it difficult waiting for support to get back to me on a situation that was suppose to be taken care of while my CC keeps getting charged !!!

This problem has been corrected for the second time. Hopefully the reasoning will be fixed. Tech support is unsure of the cause but is looking into it.

Ticket ID #FWD-520-86044

Okay, so now I'm STILL getting double billed for my fax line. Once as a Local Fax and the second as a Local Phone. Tech support has fixed this twice but it's now happening a third time. TEN DAYS with no results!!! This is a real pain to keep checking my account and finding I'm getting billed twice for the same number and having to wait for support to temporarily fix the problem. I can't even call Voipo because they refuse to talk to Resellers!!! I was told twice I can only communicate via support tickets!!!

Ticket ID #KHD-160-91023

I have another support ticket where I asked some questions tech support has never responded to so after the issue was finally (what seems to be) fixed, I asked tech support to give me some answers to my questions again and here it is 3 DAYS LATER and I still haven't got any support responses.

Seriously, what is going on with tech support lately?

This just keep getting worse !!!

Upcoming billing show the same number 3 TIMES !!!

7322794523 Local Fax Phone Number - 7322794523 2014-09-09 $1.00
7322794523 Local Phone Number - 7322794523 2014-09-10 $1.00
7322794523 Local Phone Number - 7322794523 2014-09-08 $1.00

I've been billed FOUR TIMES in the last 2 weeks !!!

7322794523 2014-08-14 Local Phone Number - 7322794523 $1.000 Debit
7322794523 2014-08-09 Local Fax Phone Number - 7322794523 $1.000 Debit
7322794523 2014-08-08 Local Phone Number - 7322794523 $1.000 Debit
7322794523 2014-08-01 Local Phone Number - 7322794523 $1.000 Debit

Hello,

Your ticket is in our developer queue because a developer needs to look into it to see why your account is having this happen. Sorry for the delay in response.

You should have a response soon and if there were any billing errors on your account, we'll correct them.

Thank you Timothy for responding. Knowing someone is taking care of my situatuation gives me confidence and I appreciate it. Updates always help but with this situation, I hadn't gotten too many over a 2 week period. Looking forward to getting this resolved.

Thank you again for contacting me . . .

I think what happened is that your numbers were on one type of account and then later manually moved to another type of account and that caused some issues in the system since it was billing on both and wasn't fully moved.

Since it was a situation where our normal tools couldn't handle it and a developer had to manually find the database entries and clean them up for your account, that was the main reason it was delayed. Sorry about that!

Has it been resolved for you now?

Hello Tim ~ So far it's only been about 24 hours since I received notice that things were corrected and so far its good.

James also mentioned to me about the account possibly being setup as another type then switched over but I told him this account was always a fax account that started with Voipo then switched over to my reseller account. That number, both with Voipo and my reseller account, had always been a fax number unless somewhere during the switch over, the account type may have been switched back and forth without me knowing. This all started recently when the account was moved over to my reseller account. Never had any problems while it was directly under Voipo.

One questions I do have, and did post it in support on the 16th but have not heard back from support yet, is that this fax number under my list of reseller accounts is showing as a fax line (incoming only) which is how other fax accounts are showing, but in the billing section under 'upcoming transactions', its listed once, which is good, but listed as a local phone number where as other fax accounts are listed as local fax number, so that's strange. So, it's only listed once but under the wrong type of account.

How does that or will this effect usage or will this cause a problem down the line?

Hello Tim - Well today I was billed again for that number and wasn't suppose to until September:

7322794523 2014-08-19 Local Phone Number - 7322794523 $1.000 Debit

It still only shows once in upcoming transactions so I'm not sure how this happened but it started all over again. I updated the ticket and hope this can be taken care of quickly and somehow permanently because as of now, I have to check my account every couple days just to keep track of this and we're moving towards this being ongoing for almost 3 weeks now.

Today, future transactions are now showing a double bill again (local fax / local phone) as follows:

7322794523 Local Fax Phone Number - 7322794523 2014-09-08 $1.00
7322794523 Local Phone Number - 7322794523 2014-09-19 $1.00

Hello - this issue should now be completely sorted - it appears there was an issue with the invalid underlying type causing the phone number to be picked up by some of our internal auditing systems. Please do let us know if you run into any further issues, apologies for the inconvenience. Thanks!