I have received an online bill from Orcon on 23-Sept which costs me $324.30.  My plan is 35 GB a month and I used to pay $130 since I joined Orcon in June.

I used PC to browse websites and listening music online. I made a complaint on the phone because I did not use 129GB in September 2009.   I was not going to pay this bill, however the billing amount of $324.30 has been debited from my credit card on 3rd October. I remember that I have used my credit card to pay for the bill in August and NOT for the bill in September.  I feel very disappointed since my credit card has been charged in October without my permission at all.

I have spoken to two operators and one supervisor at Orcon Hotline regarding to this issue.  I spoke the Operator D on 27th September and made a complaint about the over-charged billing.  I requested to speak to the team leader and Opertaor D did not help me at all. On the same day, I made a written complaint regarding to the same issue on Orcon’s website by using the feedback form.  I have NEVER received any emails or responses until I talked to Operator M at the Orcon Hotline again on 30th September. I mentioned that I am not going to pay the bill. As my request, I have been transferred to speak to the team leader, Leader C.

When I spoke to Leader C, I mentioned about Consumer Guarantee Act and the Questions & Answers from Orcon Website. It says...We will email you when you hit the cap.  I told Leader C that I have never received any usage alerts in September.  I used to check my usage every month, however I was terribly sick in September and I did not check it.  I believe that I do not have to responsible for the whole amount that shown in my bill because I did not receive any usage alert email.  I am a good customer who spent about $130 every month since I joined Orcon. I hoped we could solve the problems by speaking to the Leader C.  It seems like he did not care about this small account.  I have been told by Leader C – They will take me to Baycorp if I do not pay this bill. I felt like threatening from him at the time.

I have set password for the Wireless router that Orcon provided me.  I have been using broadband since 2003 in NZ and never used over 40GB in a month in my life ever.  Telecom Xtra and Vodafone broadband do send usage alert emails to customer when the usage has been reached 80% of the monthly usage.  Orcon did not do it but it has been mentioned “We will email you when you hit the cap.” in Q&A before I spoke to Leader C, unfortunately it has been deleted in the evening on 30th September after I made a complaint to him during the day.

On 30th September, I have notified Orcon by speaking to Leader C that I am unhappy with the poor customer service and I requested to terminate my account.  Finally, I received an email which is a confirmation for the Termination of Orcon Broadband.  I do really feel very disappointed with the poor customer service from your company.  I received nothing when I made TWO complaints on the Orcon’s website feedback page.
Kylie