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202 posts

Master Geek

#106621 27-Jul-2012 17:02
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Hi all,

After being with TCL for a few years (well beyond my 12 month contract period), I opted to move to snap! earlier this year. I cant seem to come to an agreement with TCL about my 'final' bill. The amount in question is fairly insignificant at this point but I have already paid for a full additional month where I did not receive any services. I have certainly made a couple of mistakes along the way myself (young and naive I suppose), though I would like to know what GZ thinks. Let me outline in details (sorry, it is quite lengthy now!):

First a couple of other details: My TCL billing period was typically the 6th through to the 5th. With Snap the billing renewal happens on the 2nd.

Late April: I fill out snap!'s online sign-up form, and pay a full invoice upfront to ensure provision of services (ADSL and landline, that is).

May 2: Internet and phone cutover; I enter my new login details into my router and look like I'm up and running with snap! From here on I am paying regular monthly amounts to snap!.

May 14: I receive a bill from TCL for my regular monthly amount for the period 06 May - 05 June. I pay this in full (maybe my first mistake), in the interest of a clean transfer and getting it all sorted. I do log in to my customer area with TCL and see my phone number/line is no longer listed so it appeared that the services had stopped at their end.

11-13 June: I receive another bill from TCL for 06 June - 05 July for my normal monthly amount. I find this a little off so I send away a ticket. I tell them I cut over on the 2nd and that these charges were for a period over a month later. They mention that they had not received anything from the gaining ISP about this (I was under the impression that one should only contact the gaining ISP during the changeover, and they would notify the losing ISP of the customer transfer - I had not contacted TCL [my second mistake?]). They ask that I send my first snap! invoice to them so they can backdate the charges. I do this as requested. They reply confirming that my account has been 'closed ASAP'.

11-16 July: I receive a statement from TCL saying I still owed them the amount I had assumed had been cleared (I did not explicitly confirm this, mistake 3). So I lodge another ticket, this time attached the TCL statement and original snap! invoice. They mention that transfer of services to my new ISP was completed on the 14th of June (ie the day after my last ticket) but suggest I contact snap! and ask for 'a reference to your new service provider for Port completion'. They also credit back a part billing pariod up until June 14, bringing the amount owing down to about $35. I contact snap! as suggested.

27 July: I hear back from snap! (after an email or two back and forth; there was a delay getting the information from the provisioning team but they did supply it in the end). They say the following:

Service Order No. xxxxxxx for the phone connection for : xxxxxxxxx (ph number) - Completed 2nd May 2012
Tolls were added on Service Order No. xxxxxxx - Completed 7th May 2012

I promptly submit my 4th ticket to TCL with this new information, explaining my scenario for about the 4th time (they closed my ticket after every correspondence so I could not continue the existing case). I hear back with the following:

'From the details on your account I can see that your account was cancelled on 13 June 2012 and necessary adjustments have been applied which will be reflected on the next statement for your reference. The total account balance to date is $34.53 due on 27 July 2012.'

I replied again contesting this as they appeared to have totally ignored the new information from snap, and I have just received a response as I type, which outlines the various tickets I had submitted, plus this key piece:

"I regret to advise that we have not received any call nor email from you that you will be moving to another service provider.

I can see that you sent us an email on 12 June 2012 to advised that you have moved to other Internet Service Provider since 2 May 2012, however we have not received notification from your new service provider that they will be taking over your services. That being said, services were active on our system."

And finally: From this, it is clear to me that it was basically my own fault for not contacting them myself (my impressions that the gaining ISP would send them through customer transfer request/details and it would then be sorted was obviously a little bit misguided). I can appreciate that. What I dont understand is the purpose of getting me to ask snap! about provisioning details if they are effectively going to ignore them anyway?

It's clear in my mind that I certainly could have handled this better, though I am interested in what you guys think about the scenario? At this point I'm probably just going to pay the outstanding amount and move on, and chalk it up as a lesson.

Cheers for reading.

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615 posts

Ultimate Geek


  #663038 27-Jul-2012 17:37
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Yeah, always return the gear and get a signed form if you can when canceling anything as well as notify all parties yourself.

Hard one as it seems to be easier to pay and move on tbh. Maybe try a letter enclosing a copy of the email/s.

4874 posts

Uber Geek


  #663042 27-Jul-2012 17:48
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CapBBeard: I do log in to my customer area with TCL and see my phone number/line is no longer listed so it appeared that the services had stopped at their end.

Seems odd that they knew enough to remove your line details from their system, but still claim there was no notification from the gaining ISP.

I'm not 100% sure how it's supposed to work, but I had a similar issue after moving from Telecom to Slingshot about 18 months ago - turns out Slingshot did notify Telecom, but Telecom never actioned anything at their end. Managed to sort it with them after about 3 months of bills and 5 or 6 phone calls.

I would ask to speak with a supervisor and try bargain with them. You already paid for a full month where they didn't actually provide you any service, and therefore, this should more than cover off the additional few days before your account was updated to reflect the cancellation of services.

If it's a wholesale service from Chorus, they won't have been billed for the month you weren't using them, and you wont have used any of their bandwidth - so it's money going straight to their bottom line.

Twitter: ajobbins


1039 posts

Uber Geek

  #663044 27-Jul-2012 17:53
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I'd submit everything you mentioned above here . . .

that way if they don't sort it out pronto then you can go to TDR.

566 posts

Ultimate Geek


  #663863 30-Jul-2012 10:24
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ho CapBBeard. If you email me your account number and a contcat name and number I'll ask one of the team to look into this for you and get in touch.

Cheers, Gary

12 posts


  #679015 29-Aug-2012 22:23
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Why it is always so hard to change the ISPs in New Zealand? Why it can’t be as easy as switching power company? Broadband is so expensive in New Zealand but the services are still very bad. I am having the same issue with Orcon now when I switch from Orcon to TCL. I think almost everyone will fall into this trap for the first time, and hopefully this won’t happen again when we are doing this for the 2nd time.

424 posts

Ultimate Geek

  #679029 29-Aug-2012 23:03
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Not related to Telstra Clear but Orcon - based on what I've read here in the past, if you're planning to leave them then start paying your last few bills by Prezzie Card.  That way when they continue charging it and there is no credit, you won't suffer the indignation of them taking your money.

Thanks to whoever complained about them a few years ago, the Prezzie Card method works!  Sure I got a few letters saying they were about to send my details to a debt collector, but I just needed to call them and explain what's going on.  Only took a few months, and about 3 calls.

202 posts

Master Geek

  #679176 30-Aug-2012 10:55
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Thanks everyone for your suggestions and responses. I had intended to come back to this thread but have been pretty busy over the last couple of weeks.

After getting in touch with Gary via GZ (TCL rep above), I received a call from a friendly TCL accounts staff member who explained the issue as some kind of duplicate toll billing (not quite convinced by that as the billed amount was exactly equal to my standard monthly bill) but in any case she'd backed off the charges. She gave me her contact details in case anything else went wrong. She asked how I was doing on snap and generally handled it very well. Exactly the kind of customer service that should have come standard.

I wanted to wait until the next statement arrived before reporting back, but I can happily confirm that the issue is now resolved with no further charges. Definitely a great outcome, however I am still a bit disappointed that it took me reporting my issue in a public forum before any real action was taken on TCLs part - there was no intention of resolving the issue using their standard ticket system.


8035 posts

Uber Geek


  #679243 30-Aug-2012 13:24
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It's a good idea to always call losing ISP after the change is complete and ensure the account is closed/paid as different ISP's have different terms and conditions (eg: notification period) for closing an account.

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