Mr E.

This is a copy of an email I sent to Onestream on the 25th March 2021:
"Yes, I do want a call tomorrow please.

I do not accept your point of view. I am concerned by constant errors and poor service, and I don't appreciate your prior or latest written response:

"... there isn't anything else I can advise on. We've spotted an overcharge and have remedied it"

Perhaps you could contemplate how poorly this, and your previous unclear written statement, appear to a customer.

The fact is we've not been with you very long, but face yet another charging error. I am deeply concerned by the bills we've received to date all being massively over prior contractual cost expectations.

As a result we have no idea how much we've actually spent per month to date. I have no visibility of the amounts of various refunds or dates of refunds being applied. I cannot assess whether credits have been applied correctly. I have no idea how much my monthly bill run-rate is or forecast what it will be. I'm frustrated by the contract tariff vs. actual costs and cannot easily audit cost variances to date; The billing errors, credits applied, numerous amendments, poor visibility of transaction dates, with no clarity of refunds, all add to the general chaos surrounding Onestream.

In addition we've had to buy a BT home hub system to boast the WiFi signal because Onestream is the weakest home WiFi we've ever had.

We can't get the usual caller display we've consistently had with other suppliers. We don't have a phone messaging system which has been free with every other supplier.

I bought this service based on perceived lower costs yet in reality this is the most expensive and troublesome phone-wifi package we've ever had. That shocks me.

To frustrate matters even further, the Onestream communication lines are a disgrace; the chat system is unresponsive and you don't take phone calls. I am solely reliant on this cumbersome email method.

Genuinely I'm counting the days to being able to switch suppliers.

In summary, Onestream has not provided a good technical service on any level to date. It's proving far more expensive than anticipated with excessive billing errors. Onestream customer services is not fit for purpose by any standards.

So, yes please, I would like a call tomorrow.

The agenda should include, but not be limited to the following:

1. I'd like to explain my frustration your response caused and reiterate how bad it is to be one of your customers.

2. I want a full explanation of our billing, credits, and refunds in total to date.

3. I want a financial billing summary sent to us. Our business accountant can then confirm there is no mis-charging, that refunds and credits have been applied correctly and physically recieved to ensure there is no potential for fraud.

I look forward to speaking with you and hope you can approach the call with an appreciation of how frustrating it is to deal with Onestream.

Yours sincerely
"