Configuration File takes forever to be created

[alekseyz]

I am so frustrated with the service - it is unbelievable.

I called to freephoneline.ca on the 6th of November to order the configuration file. On the 16th of November I called to check up the status of the order. The person told me that he does not see an order and we decided to make another order for my credit card on the phone.
On the 19th of November I received a call saying that my credit card got declined. I call on the 23rd of November. I opened my credit card balance and saw that on the 14th of November there was a charge to my credit card in the amount of $56.50 from the freephoneline under the name of Worldline.
The representative could not find it and told me to fax everything to her manager.
I send the fax with a copy from my credit card showing the transaction.
I got a call on the 25th from the representative.
He told me that my account number is associated with some Chinese guy and that they need more time to investigate why this happend. He also told me briefly that he is located in Dominican Republic. I send the fax again with all information.

So now it is 26th, 20 days later and so far I have not got anything yet. The represantive told me that he will call me tomorrow or maximum on Monday.

Admins, any suggestion of why is this is happening?

[FONGO_steve]

You are correct, some of our overflow call volume is handled in the Dominican by a call center we own and operate. Freephoneline is a secondary thing for them though, to keep hold times down your call might go there if we are really swamped in the Canada support office.

I believe our billing manager is looking into this for you. If someone else is using your credit card number then we might have a bigger issue on our hands. Billing isn't my department though, so if you don't hear anything back then I can always poke some people, but I can't look into much more than that myself.

[alekseyz]

No one is using my credit card
The 2 problems are:
1.The system did not track track the payment to my account
2.You have another person that is now assigned to my account

One of the problem can happened - if both happened at the same time then there is a serious problem

[alekseyz]

It is 30th of the month and no feedback so far

[FONGO_kris]

Please email me and explain the logic behind what you are thinking here. It's impossible to assign two people to the same account -- But thats a discussion for an email.

[FONGO_kris]

I'm looking at the two accounts here. The issues we're having is that the other account was created ten days BEFORE yours, so there is really no way your CC info was "shared" unless you did it yourself. Now, I am certainly NOT accusing you of anything, I'm just expressing my logic...

[alekseyz]

My logic is very simple.
On the 25th of November that I talked to your representative he asked me 3 times:
1. do I know a <CHINESE_NAME>?
2. 5 minutes later: are you sure that you do not know anyone under the name of <CHINESE_NAME>?
3. After 10 minutes: I have to ask you the final time:you are absolutely sure that you do not know anyone under the name of <CHINESE_NAME>?
After the 3rd question - I asked who is this <CHINESE_NAME>. The representative explained that this person is under some my account number or is somehow linked to it. I don't know where did this <CHINESE_NAME> came from.

I do know that there are 2 accounts and that there is some issue of assigning my name to the account or something in that matter. I am not accusing you of sharing my credit card either. I am just stating that the order was placed 4 weeks ago, the money was withdrawn 2,5 weeks ago and so far no configuration file was received.

[FONGO_kris]

Okay your settings should be in your account now. We've hidden the <CHINESE_NAME> guy's settings because he isn't calling us back whatsoever.

[alekseyz]

Thank you
The strategy of complaining in the right place worked

[FONGO_kris]

I guess so...

[Pirate]

What is the difference for waiting the configuration file to be sent to you, versus giving you the details over the phone? Also, what is the config file for anyways? Can't we just input the standard SIP info into any ATA device?? I thought its a regular SIP standard??

[Jake]

What is the difference for waiting the configuration file to be sent to you, versus giving you the details over the phone? Also, what is the config file for anyways? Can't we just input the standard SIP info into any ATA device?? I thought its a regular SIP standard??

It's not really a file as such, just new details that allow you to use your own device to connect to the FPL server. The free details you set up just won't work unless you are using the free softphone.

The only delay as I see it is they want to make sure they get their money before giving you the details. As soon as they are sure they have been paid they send you an email and put the details in your admin area on FPL. They could give you the details over the phone I guess, but they don't bill while you are on the phone, they process billings in the mornings (next day?).

So the usual flow goes - you phone up and give them your payment details > the next day they put the billing though > as soon as your payment clears they send you the config details or they program up your ATA and send it to you.

It was all pretty painless for me when I did mine, and my friend did his.

[FONGO_steve]

It can be a maximum of 10 days - just to be safe - but we try to get them billed ASAP after each order