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93 posts

Master Geek


Topic # 139530 12-Feb-2014 09:11
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Have communicated with Orcon three times and had no action so posting here for others to see.

Moved Broadband and Phone away from Orcon mid December after being with them for approx. 10 years due to support getting worse and worse and slow international Bandwidth far too often plus none competitive plans.

After the move was completed with no problems from new supplier I rang and cancelled ALL services with Orcon and received an invoice showing final payments etc on it. I did not believe it was totally correct but could not be bothered querying due to the time it would take with recent support history!

This was charged to my Credit Card no problem.

On 3rd February a charge for the POTS (Telephone line) service was charged again to my Credit Card. There was no invoice received from Orcon prior to or subsequent to covering this!!!!
The port of this number had occurred mid December!!

I have Sent a request for this to be sorted via a Orcon website Form
I have rung Orcon
I have emailed Orcon accounts@

I have had no reply or correspondence from them re reversing this charge or stopping future ones.
During the phone call I was advised details of my request were sent to the accounts department from the Call centre.

Just warning anyone thinking of going to Orcon.
Its HARD to get away afterwards.

There is also no way to remove any credit card information from your account!!!

Obviously Orcon has changed from the company I originally joined and recommended many people towards!!!

John



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  Reply # 984785 12-Feb-2014 09:27
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Hi John, if you PM me your account number I'll look into it today.




Regards FireEngine




93 posts

Master Geek


  Reply # 984801 12-Feb-2014 09:53
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Have done. Thanks.

Off topic totally now but some ramblings.

I see on many topics on Geekzone (covering all types of suppliers) someone from the supplier get into action to solve a problem quickly.
I assume it is to mitigate poor "press" and guess that is true for how many think.

I know that is what I have just done to get a "faster response" and I actually feel bad about doing it believe it or not but it appears to have speeded things up!!

I have gone around the "normal" system that is not performing and beaten it. (I hope so)

So a question for all Geeks?
1   Does this force the system to improve as there is a method to bypass it for a satisfactory result and we assume companies improve systems as a result of feedback
or
2  Does it put more drain on the system being "beaten" with multiple interrupts causing it to become even worse and therefor add more bypasses to it.


And before anyone asks why did I try to beat the "system"

I got frustrated and I guess that is why it is done.

John


 
 
 
 


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  Reply # 984810 12-Feb-2014 10:00
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Just do a charge back on the credit card?





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  Reply # 984840 12-Feb-2014 10:19
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Hi John looks like you had two accounts with us, the services on the child account had always been billed to the parent.

When you called in, the cancellation of services order was incorrectly placed against the parent account, hence the add-on POTS line on the child account was not cancelled. This is easy to correct. Equally the churn notification came in from your new provider quoting the parent account so it was automatically processed against that account. Certainly other than our standard notice period for the cancellation there didn't seem to be any difficulty in your services moving to your new provider, hopefully with minimum downtime for you.

So please accept our apologies but it was a straightforward human error. I'd like to apologize for the reasons you left us in the first place, we have certainly addressed our international network issues now. All the best with your new provider.

I wil correct the account and PM you the details.




Regards FireEngine




93 posts

Master Geek


  Reply # 984867 12-Feb-2014 10:36
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Thanks.

Note the real issue was three separate communications to resolve and no response to any of them.
Mistakes happen. Its how they are fixed!

John

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