We are currently disputing our August invoice from Dialog over the amount
of Dialunits billed for on one particular session.
The charges on the invoice for Dialunits used are around 18% higher than
those detailed on the session summary obtained at the end of one particular
search (as far as I can tell this has only happened for one particular
search in the last month). This has resulted in us being charged nearly
$80 more for this search than we anticipated.
I have already raised this with Dialog, they confirm there was no technical
problem at the time of the search, refer to this overcharge as a 'slight
discrepancy' and refused our request for a credit, citing the reason that
cost screens are only an estimate of the charges incurred.
Personally I doubt this explanation as this only seems to have happened
with one particular session - if their explanation was the case I would
expect to see a similar mark-up for other sessions on the invoice.
Has anyone else seen anything similar on their August (or any other)
invoices?
(The actual search in question was August 4 in case there really was some
kind of
technical problem on that day.
Regards
Jenny Cann
Senior Information Scientist
Public Health Group
Department of Health, UK
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