Telenor has upgraded the system for TV and the fiber broadband system in the street outside Sissel Austberg in Tønsberg. This led her to receive a first invoice, a few days later she received another.

– I thought what the hell, she said to DinSide.

She then picked up the phone to call to find out what had happened.

– Then I was told to delete the first invoice, but I react to the fact that they are not able to inform their customers.

Then the response was that they had so many customers they couldn’t do that, according to Austberg.

The extra bill came because it was billed for both the old and new subscription, because the cancellation of the old subscription was billed a few days too late.

It was Tonsbergs Blad who brought up the subject first.

Respond

Austberg points out that this is a lack of information to which she reacts.

– The point is, it’s unsportsmanlike behavior, she said.

Austberg tells DinSide that she works with people and knows many are struggling financially.

When everything happens automatically in online banking, in addition to customers not being notified, it can be difficult to discover the additional bill, she believes.

– Systems aren’t good enough until people know about them, Austberg points out.

– It’s too stupid and I think it’s bad for those who have trouble, she adds.

Particular case

We submitted the review to Telenor’s press officer, Anders Krokan, who responds as follows:

– The customer originally had a so-called coaxial cable from Telenor and ordered fiber from us from 21.2.23. The invoice for the fiber was sent on 28.2.23 and is valid for the period from 21.2.23 to 30.4.23. However, the customer’s coax subscription was first canceled and ended on 3.3.23. An invoice was therefore also sent on 28.2.23 (ie before the end of the subscription), which applied to the coaxial subscription for the period from 1.4.23 to 30.6.23. This invoice has been credited/deleted in its entirety so that the customer does not have to pay it. In addition, Telenor reimbursed for the period from 21.2.23 to 31.3.23 (i.e. from the moment the fiber was installed), which the customer paid on the previous invoice.

He further explains that in this case a very particular situation arose insofar as the termination of the subscription was unfortunately registered a few days too late, at the same time as it was in the period around the sending invoices, so that the invoices of both new and old subscriptions have had time to be sent. One of the reasons why this could happen, according to Krokan, is that these two subscriptions are billed to each customer number.

– The special nature of the situation was taken into account by Telenor, and there was no risk that the customer would overpay. So others certainly don’t have to worry. On the contrary, the case shows that our systems work and that customers can be sure that they are not paying too much.

should have been contacted

However, he apologizes that the client was not contacted when this was discovered.

– Has it happened to others? How can you know it doesn’t happen to others?

– I don’t know of similar cases, but mistakes can happen, we have to be humble about it. The important thing is then that we rectify things quickly, so that none of our customers suffer damage.