Billing Error

You may download the RFO for the billing error here.

Thank you again for your patience and understanding while we resolved this error.

All accounts have now been reconciled and trued up. We will publish an RFO shortly.

We are going to begin trueing up our Customer's balances tomorrow morning, along with publish details about the cause of the bug. Thank you again for your patience and understanding.

All credit cards have now been refunded. We are now going to true up our customer's balance to the correct amount.

Quick Status Update - We are about half way through processing all Credit Card refunds and appear to be on track to be complete by the end of today.

We have begun issuing credit card refunds to impacted customers. This process will take several hours, and we anticipate that all refunds will be completed before the end of day today. The credit card refund will match the amount this bug overcharged impacted customer accounts, and can be found here: https://login.skyetel.com/#billing/statements. (Make sure you select "March" as the billing month - it will default to February).

From there, you will see Billing Error 3/1/23 - CSD Surcharge Refund on the statement. That is the amount that will be refunded. If you do not see that line item on the statement, your account was not impacted.

We will update this once all refunds are complete, along with the final cleanup details for this. We expect an RFO to be published at the end of today or tomorrow.

We have begun working on this issue and will post updates soon.

We are beginning to issue balance adjustments to our customers to bring their balance to the correct amount. We expect this to be done on time (before 10pm PST). You should see your balance adjusted correctly within the next 20 mins.

We have decided to postpone prepaid credit card refunds until first thing in the morning to insure we have fresh eyes and minds. (The prepaid credit card refunds have additional complications, and we do not want to create new errors). We know this is a little frustrating, but it's important to us that we have the full resources of our company correctly issuing credit card refunds for obvious reasons.

Customers who we are billing via invoice, and all legacy Call48 customers, are not impacted by this bug. Your invoices are correct.

This will be our last update for this evening. Please expect another update by 12pm PST tomorrow. Thank you again for your patience and understanding - we know this is frustrating. We will publish a full RFO for this issue ASAP.

We have identified the root cause of the bug, and are working to identify the correct billing amounts now. Our plan of action is as follows:

Tonight:

1. Identify what the correct billing should have been for impacted customers
2. Refund the incorrect billing amount to your Skyetel Balance
3. If applicable, refund the difference to your credit card (if an auto-recharge occured)
4. Validate that customers are online with a positive balance before tomorrow morning

Tomorrow/Thursday:

1. Patch our billing system with the correct code to prevent this from happening again
2. Provide an RFO that provides details of how this happened

Customers who were impacted from this should expect to see their balance corrected before 10pm PST, and credit card refunds issued by midnight.

We are really sorry for this headache, and we are grateful for our customers understanding.

We have confirmed that there was a billing error that impacted about 10% of Skyetel accounts. Specifically, some customers were incorrectly charged for Short Duration Surcharges when they should not have been. We will be issuing refunds and truing up everyone's balance tonight. We apologize for this inconvenience - we freaked out too.

Once we have reconciled all of our accounts that were impacted by this bug, we will provide a RFO here like usual.

We have identified a situation where our monthly billing may have charged customers for Short Duration Surcharges incorrectly. We are investigating this now, and will have an update shortly.