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Topic # 39015 7-Aug-2009 13:36 Send private message

Hi,

I just wanted to warn everyone here not to fall into the same trap that I did when leaving WxC...

I tranferred ALL our services from WxC to Orcon back on 6 Nov 08. (best move we ever made) 

I even called WxC to advise them of the pending transfer date, which they noted on the account.
 
Unfortunately I didn't find out until I called to request a final statement on 19 Nov that the account was actually still active and I was still being charged for Fusion.   

I still don't know how they can feel good about charging without actually providing any services, but I've finally given up arguing with them - 2 overdue statements in all this time, the last one threatning debt collection...  

Kerrin

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  Reply # 243948 7-Aug-2009 14:39 Send private message

Did you port across or cancel your services with WxC and then arrange a connection with Orcon?



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  Reply # 243996 7-Aug-2009 16:50 Send private message

Everything was arranged by Orcon after I signed up with them, including the number porting.

On the 6th all my WxC services stopped functioning, including email and my on-line account access. Who'd expect they'd keep charging.

The bit that annoyed me the most was that the man that I spoke to at WxC prior didn't mention that I'd have to call back to cancel the account. I was just thanked for calling to advise - he didn't even want to know why I was leaving... Also that they refused to credit

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  Reply # 244047 7-Aug-2009 20:08 Send private message

That sucks, they cut off service but still bill you. That is poor service or is it poor losers WxC.
Hassle Orcon if there is a bill as they where handling the disconnection. But you should not have to go there, do that.

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  Reply # 244060 7-Aug-2009 20:44 Send private message

kerrin: Hi,

I just wanted to warn everyone here not to fall into the same trap that I did when leaving WxC...

I tranferred ALL our services from WxC to Orcon back on 6 Nov 08. (best move we ever made) 

I even called WxC to advise them of the pending transfer date, which they noted on the account.
 
Unfortunately I didn't find out until I called to request a final statement on 19 Nov that the account was actually still active and I was still being charged for Fusion.   

I still don't know how they can feel good about charging without actually providing any services, but I've finally given up arguing with them - 2 overdue statements in all this time, the last one threatning debt collection...  

Kerrin



Had exactly the same experience of Xnet last year, after they threatened to send it to debt collectors I also paid. They are all crooks over there!

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  Reply # 244076 7-Aug-2009 21:54 Send private message

When I signed up I did not get invoiced until a month later and then had another month before the bill was due. At the time it was normal practice, assume it is still the same. This means when you disconnect it is fair for them to charge you for the remainder of the month. Perhaps not right, but fair.

There is a notice period in your T&C which I'd say you should have made Orcon aware of so that Orcon can pass on the instruction accordingly. Orcon does not know the T&C you agreed to with XNet, and it is not in their interest to delay switching you over so they will not ask.

I'm not saying it is good or bad of XNet, I'm simply saying that to the letter of the law it is your responsibility to comply with the T&C you signed with XNet so Orcon will probably just say you did not tell them about your T&C with XNet so Orcon did not know they need to allow for the notice period before instructing XNet to disconnect you.

You did phone XNet and warned them of the upcoming disconnection so it probably should have been catered for, but I think it should have been in writing so you have proof. (That's why at work I do virtually everything via e-mail.)

So I agree they should have taken into consideration the notice you gave, but as with any dispute you need proof and probably the only record XNet has is the instruction received from Orcon (and perhaps this did not happen so Orcon might be to blame).

Mistakes happen, we received a tax bill for a redundancy payment because the employer did not declare it correctly. So 3 months after spending the money and not yet employed we get billed... Sometimes it is less stress to simply pay it and move on. Not easy or right, but less stress.




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  Reply # 244098 7-Aug-2009 23:46 Send private message

Exactly the same happened to me...

When I disconnected and change to Slingshot, I was told they would advise WxC of the disconnection...
I even followed it up, and noted the days it happened.

A month or two later, I recieved mail that I was still being charged...

I called both Slingshot and WxC up and said whats going on...Slingshot had done there part, and told them of the disconnection date, WxC had disconnected sure enough, and Slingshot had now connected...yet WxC continued billing for ADSL even though they were no longer connected!

Well...

I argued the point, and I got Slingshot to email me verification of the connection date and all corospondence taken place, including between the ISP's...

I won that arguement, WxC have not requested payment nor taken me to the cleaners.

Its disapointing to see what was such a good ISP for a while, undertaking some really poor business practice.

It is completely unethical, for an ISP to charge someone for a service they are not recieving, one that the ISP can no longer provide due to being cut off.




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  Reply # 244101 8-Aug-2009 00:32 Send private message

TheBartender: It is completely unethical, for an ISP to charge someone for a service they are not recieving, one that the ISP can no longer provide due to being cut off.


I'm not condoning this, however, it's something not just restricted to WxC.

Basically when you port away services or churn your internet connection, the receiving provider notifies the losing provider to cancel service.  Sometimes this message goes through, other times you will continue to be billed by your old provider.

It pays to always check, my experience is the cancellation goes through most of the times without a hitch, however, never assume anything.

Hope this helps.




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  Reply # 244135 8-Aug-2009 09:34 Send private message

One thing to factor in is that most services are billed a month in advance. You have already paid for that service and legally there are no legal requirements I'm aware of for a company to offer refunds for an unused service.

If they keep billing you past the end of this prepaid persion then it's a totally different issue.


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  Reply # 244144 8-Aug-2009 10:16 Send private message

kerrin: still don't know how they can feel good about charging without actually providing any services, but I've finally given up arguing with them - 2 overdue statements in all this time, the last one threatning debt collection...

Section 44 of WXC's T&C's states: If you want to end the contract between us please write to us at PO Box 3296, Shortland Street, Auckland. Our agreement will end and all charges will cease 30 days after you give us notice that you wish to end this contract provided you have paid us in full all outstanding amounts due to us.

Orcon can't do this on your behalf unless you've specifically signed a waiver which says they can.  If it's something you haven't yourself WXC will just keep billing regardless of any "moral" outrage anyone may feel.

Section 8(c) says: Notify us immediately if you dispute any charges, give us full details of the reason you are disputing the charges and evidence of the grounds for your dispute. We will not recognize any claim if you do not notify us of any disputed charges within 60 days of the date on which the account in dispute was sent to you. We will look into any claim which is made within the appropriate timeframe and you will comply with our good faith decision on the claim. You must pay the undisputed charges by the due date for payment.

In other words you have 60 days from when the invoice/statement was printed (which will also be the date it was sent) to get a dispute into them.  It sounds like you didn't do that either, which is a shame as it may have saved you some money and frustration.

Have a good look through Orcons T&C's and you'll probably find clauses which are not too dissimilar...

I understand where you're coming from, but at the end of the day it's not about WXC, it's about complying with the T&C's of whichever company you happen to be dealing with at the time.




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  Reply # 244160 8-Aug-2009 11:10 Send private message

nate:
TheBartender: It is completely unethical, for an ISP to charge someone for a service they are not recieving, one that the ISP can no longer provide due to being cut off.


I'm not condoning this, however, it's something not just restricted to WxC.

Basically when you port away services or churn your internet connection, the receiving provider notifies the losing provider to cancel service.  Sometimes this message goes through, other times you will continue to be billed by your old provider.

It pays to always check, my experience is the cancellation goes through most of the times without a hitch, however, never assume anything.

Hope this helps.

Yep, ihug / Vodafone are / were a big offender here too.




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  Reply # 244267 8-Aug-2009 18:29 Send private message

That is so rude putting it into a T&C, I know they want to keep customers but this is just bad taste.

They should have it synchronised into there service and not have it as a clause [claws] on exiting.

Burning the customer as they exit the door, does no help to get there returning patronage.

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  Reply # 244639 10-Aug-2009 11:01 Send private message

It's "so rude" putting it into the terms and conditions?

Surely the onus is on the customer to read and understand the terms and conditions of the contract they are signing? It's hardly reasonable to complain about T&C's you haven't read...




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  Reply # 244673 10-Aug-2009 12:45 Send private message

davide: It's hardly reasonable to complain about T&C's you haven't read...

So true.  You will be amazed how many people commented that I actually read the (various) T&C.  I even read my employment agreement and asked questions before signing it!




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  Reply # 244766 10-Aug-2009 15:27 Send private message

Having penalties in the fine print is not being upfront. All fees should be clearly displayed.

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  Reply # 244951 10-Aug-2009 20:48 Send private message

hellonearthisman: Having penalties in the fine print is not being upfront. All fees should be clearly displayed.



I agree, but clicking a tick box that states you have read and agreed to T&C without reading them isn't exactly honest and upfront either, even if everyone does it.

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