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4 posts

Wannabe Geek


Topic # 111491 5-Nov-2012 14:26 Send private message

Hi all, I have recently (End Sept) cancelled my account with Orcon (with the $179 termination fee = a-ok.) However at the last billing cycle, (23 October) I got a bill from Orcon for $429.00 not just the termination fee.

Apparently it was due to me not returning the (modem?) genius device. But although it was a frantic weekend of moving house, then family emergencies, I know that I did put the Orcon device into the prepaid traced envelope and into a parcel postage box at my local Post Shop(Paper Plus).

I have since then sent in THREE disputes (latest today) via the online support system under "Bills" and "dispute" However I never received any acknowledgement of Orcon receiving the dispute, never heard back from them, and today got an email saying that my payment was late.

(I did then pay the early termination) 



TLDR: How on earth can I go about getting this sorted so I don't get attacked by Baycorp (my brother did) I am not willing to pay $250 for either an Orcon clerical error or NZ Post error!

Thanks
CTI

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125 posts

Master Geek
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Orcon

  Reply # 712291 5-Nov-2012 14:28 Send private message

Hi there,

Please accept my sincere apologies for the mix up. If you could send me an email with your account details I would be more than happy to look into this for you: [email protected]

Cheers,

Cam



4 posts

Wannabe Geek


  Reply # 712326 5-Nov-2012 14:59 Send private message

Thanks for sorting this out

1566 posts

Uber Geek
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  Reply # 712376 5-Nov-2012 15:54 Send private message

I have always mad e a point of snapping a pic or recording the serial of any courier return items, so I can track the parcel and prove it arrived.

Just as a side note, why are you leaving Orcon? I only ask as I am just about to join and wondered if there was something I should know?

Cheers




Artificial intelligence is no match, for natural stupidity



BDFL
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  Reply # 712401 5-Nov-2012 16:29 Send private message

Also a good idea when selling electronics on Trade Me - better have a copy of their serial number in case the buyer wants to do a "switch" scam...

Back on topic, sorry.






4 posts

Wannabe Geek


  Reply # 712491 5-Nov-2012 18:47 Send private message

Hi I left, just because my flat was separating so there was no new house to move it to. generally Orcon is pretty good, price and service wise I was on a 75 then the 89$$ plans, Billing wise had a few issues with this one, and previously when I changed from 75-89 plan and it wasnt set on the data calculator(so was charged with overuse of the data)

Did get sorted... so I guess I would possibly reccomend but that has been a bit of an issue previously.

1 post

Wannabe Geek


  Reply # 722950 26-Nov-2012 11:36 Send private message

Hi Tegal,

I think your problem lies with Orcon, not NZ Post.

I have had the exact same problem with Orcon. I closed my account a few months ago because they broke the consumer guarantees act and I was told by one of the sales team managers that the fees would be waived (early termination fee) and that my account was closed.

I received an email yesterday with an invoice stating I owed them over $250.00 and that they never received the modem back (i sent the modem back about 2 months ago).

I called Orcon this morning and after explaining the situation and waiting on hold for about 5 minutes, the customer service representative told me that they have received the modem. And that there must have been a mistake made by the billing/accounts department. He also said I will receive an email and a phone call to confirm this (which I am awaiting).

It sounds like a generic invoice scam they send out to many customers. After researching, apparently a lot of customers/old customers have had problems with receiving false bills. I had to get my lawyer involved to help close the account when I was dealing with the original issue of them breaking the consumer guarantees act. I too had sent a few emails to complain and had also called a few times. All they did was send an email a few weeks later saying they had not received any of that information and could I please explain it to them.

My advice is:

Remain calm and stick to your word about the fact that you have returned your modem.

Research your rights - consumer guarantees act link….

http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM311053.html

Stand up for yourself

If all else fails, tell them you have your lawyer involved and that you are recording them (on any phone call you make to them) and the same goes for anything written (notify them that you are keeping a copy for your lawyer).

The more people stand up for themselves, the less dodgy companies can make money off people illegally.

Please pass on to all of your friends and family so this does not happen to other people. I hope everything works out for you :) I now choose to let go of all the grief Orcon has given me and I hope this reply helps you J

From Ruthy

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  Reply # 722968 26-Nov-2012 11:54 Send private message

Personally, as critical as I am of Orcon, this appears to be less of an issue directed at ripping someone off and more around incredibly poor internal processes that sees customer communication not being put in the right places in their system and not enough inter departmental communication.

476 posts

Ultimate Geek
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  Reply # 724689 29-Nov-2012 14:52 Send private message

Orcon lost me as a potential UFB customer, on my initial call a cust service rep took my number and said someone would call me back, they never got back to me.  I have UFB installed now and went with planet/kci and orcon site is still showing "Looks like fiber will be available in December".  Well hey orcon, chorus have been and gone and everythings installed just waiting for an activation now, you need to get your stuff sorted, its one way to lose UFB customers.  Snap also shows fiber being available here at my address buy yours still doesn't????

Also Orcon make it very hard for you to transfer .com domains away from them, you use their site to generate the domain password and the password does not work, domain will not transfer and no authorization email is sent to the registrants email address.  I have to contact their cust support each time for every domain im trying to transfer to sitehost, and they take ages to respond with the correct password.  Not only that, when I try to update whois info also for my domains, their site just produces an error.

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