In August, I decided to switch my mobile service to One2Free because of the Next-G Bundle that is currently available. I had been with Sunday/PCCW for about three years, and the prospect of having 3G voice and data service on my phone + HSDPA internet access for my netbook sounded good, especially since it was going to work out to about the same price as my previous package with PCCW.
I called One2Free's sales hotline once, and explained what I wanted, and was told I'd receive a call when the USB modems were back in stock. I never received a call from them, so I called again and talked to someone who was more than happy to help and called me regularly to keep me updated.
I walked into a One2Free store on a Sunday evening toward the end of August and made the switch. Everything went as planned until I realized I'd been billed an extra $434 on my credit card.
Call 1: I called One2Free and the CS rep transferred me to a customer's handset. Fortunately, the person I was transferred to spoke English, so I figured out what happened.
Call 2: I was told by a male CS rep that I'd be called back because they 'had to check' why I'd been billed twice. I never received a call back.
Call 3: I made this one a few days later. I spoke with a Pinky Chong and she told me she'd have to call me back because she could not access the computer systems at night. I attempted to speak to a manager and she said the manager was handling an online case. She promised to call me back on the Saturday (and never did).
Call 4: I made another call to One2Free CS and was told that it was possible the salesman had not given me a proper explanation of the problem, and I would be called back. Again, I never received a call from One2Free.
Then, after three weeks of trying to get a response from One2Free, I decided to e-mail One2Free CS. I did not receive a reply and I still haven't received an e-mail response, and the e-mail was sent through their website two weeks ago.
On Saturday, September 26th, I went to One2Free's store in Causeway Bay and waited 10-15 mins to see a rep about my problem. The rep told me he could not access the billing records since it was a Saturday, so I lost it and cursed him out. I had spent 3 weeks attempting to get a response out of One2Free about the charge and I told him I wasn't leaving until I got my money back. I made a hell of a scene and finally was allowed to show the CS rep my credit card statement on his computer to prove I'd been billed twice, since his computer didn't even show a record of the second charge, even though everyone I'd called at One2Free CS prior to that had been aware of the second charge.
Finally, I had him sign a sheet saying I would receive a call back on the Monday. I did receive two calls on Monday, but because I was running classes at the time, I could not answer my phone. I called back on Tuesday and the "Retail" department had no idea who I was or who had called me, even with my name and mobile number. I cursed the guy out again and then finally got a call back from the original guy, who told me it was One2Free's fault and they would credit the difference to my account--in four weeks' time.
I wasn't happy about that either, since it was One2Free's fault in the first place. Their excuse was that since I'd signed up with a single number from PCCW and then had my plan switched to a dual number plan, they'd billed me for both accounts separately rather than as a bundle.
Today, October 3rd, I received another call asking me to confirm that the extra charge was $434 and I would be getting it back in four weeks. They promised it wouldn't happen again, but it took me a month to get a response out of One2Free and it will take another month to get my money back. IMO PCCW's CS was much better than One2Free's, no matter how much flak PCCW gets. I just want everyone to know about my experience and what to expect if you switch to One2Free and have a billing issue. CS in HK has a long way to go, as do One2Free's CRM systems.