It seems that Anveo Direct has changed the definition of "completed calls" from the industry standard of "answered calls" to "completed call attempts", and has now started charging the Short Calls Surcharge to unanswered calls too.
This means that unanswered calls are now being BOTH counted towards the Low ASR Surcharge ($0.02 over 15%) as well as the Short Calls Surcharge ($0.01 over 40%).
Does anybody else see this with their Anveo Direct account, too?
One would just need to make a call attempt and hangup, and then in their dashboard one would see the "Short Calls" graph being at 100% and the "ASR" graph being at 0% (assuming that this is the first call in the UTC day of course). Previously (as of Oct 24 at least) only the "ASR" graph would have changed in this situation.
And yes... I already opened a support ticket with them, because I got charged for the Short Call Surcharge for many unanswered calls, but they only repeatedly pasted their terms of service, arguing that unanswered calls are now considered as completed calls with 0 duration so they should count towards the Short Calls Surcharge.
They didn't say anything about the fact that last month they weren't doing this; and that they now have changed the interpretation of their own terms of service without alerting their users about the pejorative change, or changing the terms of service themselves to reflect this "innovative" definition of an industry-standard term such as "completed calls".
This is quite sad, because Anveo Direct is quite the perfect match for my VoIP needs, but it quickly becomes quite costly if most of the unanswered calls are now being charged $0.02 each.
I would really rather prefer a 12/1 or even 12/6 billing term instead of these Short Calls and Low ASR Surcharges...
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