Citylink billing screwup

Mini CooperOn the 29th of December I hired a Mini from Hertz as a Christmas present for Marita.

So that we could drive on the Citylink tollway, I temporarily added it to my Citylink account.

  • 29/12/2010 12:01pm. Added XPE308
  • 29/12/2010 12:30pm. Travelled on tollway
  • 30/12/2010 10:37am. Removed XPE308 from account

I thought no more about it until Monday, when a letter from Hertz arrived, saying that the travel had not been on a Citylink account, and therefore Citylink had billed Hertz (the car’s owner) for $8.60, and Hertz had added a $5.00 administration fee, and just for good measure, $1.36 of GST.

Grumble grumble.

It got worse. Upon looking at my Citylink account for that period, it turned out Citylink had charged me for 9 trips, costing $31.16, by the same vehicle, on the 14th, 19th and 20th of January.

It appears that Citylink’s computers are stuffed. They evidently don’t handle the temporary addition and removal of vehicles to accounts.

I can almost understand there might be a delay of 24 hours for this, but not two weeks — and remember, they would have billed Hertz at some stage later, long after their billing system should have known precisely when the Mini was meant to be on my account.

On Tuesday I rang Citylink about this. The bloke on the phone was very helpful; he refunded the $31.16, and gave me a reference number to quote to Hertz when I ring them.

I haven’t rung Hertz yet. Somehow I wouldn’t be surprised if they refuse to refund the $5 administration fee.

Some people like to have a go at Myki by way of claiming that Citylink’s billing system is perfect. It wasn’t always the case, and from this experience, it’s clear it still isn’t.

And Myki’s never stung me for as much as $31.

By the way, make sure you dispute incorrect charges with Citylink within 60 days. In the small print on their statements it says:

Please note: If you disagree with your Account Balance, you have 60 days from receipt of your statement, to contact CityLink. After 60 days, the Account Balance recorded on the statement will be considered to be correct.

Nice, hey?

Oh yeah, and Citylink still haven’t fixed their web site’s security configuration problem.

Update Monday 28/2: I didn’t have the stamina to ring Hertz, so used their web form instead, on Friday. Today they’ve replied. I’m suitably impressed that they have refunded both the Citylink charge and the administration fee.