So I got my phone on a about 5 weeks ago. Look online & order a modem for $9.95/month.
Next thing I know I have $279 bill! I ring them up, they made a mistake, sent out & charged for the wrong modem.
But its ok, coz I'll extend the invoice, then when you recieve the modem, send 'return to sender'. When we get it back we'll refund cancel the payment. Should all happen with in the 4 weeks of the invoice.
4 weeks later, the $279 is debited from my account. No idea its going to happen, just happens.
I ring them. Because its their mistake they will refund me (gee thanks).
In order to recieve the refund my dumb arse gives them my debit card number. Didn't question it, but had an uneasy feeling doing it.
Today another $112 leaves my bank account. No email/invoice, nothing to tell me WTF is going on. Money just gone. I usually get an email saying 'payment processing, allow 4 days'. But not til the 22nd of the month. Todays only the 10th. I paid my last bill 2 WEEKS AGO.
I ring them again.
Apparently, because I gave them my debit card number, they now think they have permission to take my money straight from there, so it leaves my bank account before I even get my invoice. They just discard my bank details, the payment option I CHOSE when I set up the phone. When its direct debited I have the 2 week billing period, so I get the invoice & have 2 weeks to prepare for the payment.
But they've taken it upon themselves to change my payment method, without me knowing.
Thanks morons! I'm a single mum of 4. I BUDGET for these things! I'm still waiting for my refund that they put through a week ago!
One party to a contract cannot change the conditions without approval from the other party. Rather than wasting time chasing them up, call the Telecommunications Ombudsman and register a complaint immediately. They will give you a reference number.
Call the phone company back and give them the reference number for the complaint. Watch how fast they pass it up the line. Expect a call from someone more senior offering to make it all better. When they call, dont accept the first thing they offer. Keep silent or be distressed. Emphasised how distraught you are. They should offer more to make this go away.
Good luck
ETA : here's the number for the TIO: 1800 062 058
Last edited by LionsandBears; March 10th, 2012 at 10:23 AM.
I was also going to say call the ombudsman, they're not allowed to change your payment method. They're also not allowed to just take funds from any account or card unless you've given written and signed approval.
I'll call Monday. Got a birthday party to organise today
I should get 6 weeks between paying phone bills now
She did say she'd try to have the refund approved today. Dunno what that means exactly... How long it will take once put through.
It was put through, but they need a superviser to approve it. A week later it hasn't been approved. Don't get that?
Not happy, but we can manage. Thankfully all my shopping was done yesterday. DD's excursion & rent are still waiting to be paid though
I didn't end up ringing, but I will be today. After all that I think they've just credited the $279 to my account! I don't think the money is going back to the bank at all!
Incompetent morons really bug me sometimes! I'll ring the ombudsman, then ring them.
Why take my debit card details if you aren't even going to put the money in? I thought of calling the bank & cancelling the bill payment for this month, making them direct debit it they way they were supposed too, since it takes a few days to process, but I figured since I had $279 coming back to my account I'll just leave it as it is.
I also thought about being happy with the credit to my account... almost 3 months of bills already paid, but I need that money! DD1 has an excursion (we've asked x to pay... ) & I just dropped my washing machine in to be fixed after 2 months without it. Plus the rent I need to catch up...
Take it further. If they have done this to you who knows who else they have done it to. They are not able to do this to anyone.
The money should have been refunded straight to your bank account the next day and not put onto your account.
As they have not fullfilled their contract to you you can cancel your contract with them.
After you have rung the ombudsman let them know how disappointed you are with the company and their service. As others have said don't let them off the hook.
Let them know that if you don't get it resolved in XXX days and that includes the money back into your account you will take it further.
Hope this is sorted out today
They don't like a second complaint as it really gets them in trouble
VENT - stupid phone company!
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VENT - stupid phone company!
I hope you get it returned quickly.
) & I just dropped my washing machine in to be fixed after 2 months without it. Plus the rent I need to catch up...
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