Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


53 posts

Master Geek
+1 received by user: 1


Topic # 160416 6-Jan-2015 10:28
Send private message

OK, I'm having quite a few problems - and was wondering if I could get some advice. 

On the 24th of November I cancelled my services with them through their online chat (I never have good experiences calling them - unless they call me specifically - my prior-to-cancellation support tickets barely got answered).
I was required to pay an early termination fee of $99, and upon cancellation I asked the employee who was providing support to me if this fee of $99 was the last payment I would have to make. To which she said yes, I had recently payed my month in advance for November, and no further payments were required. 

So I was like cool, that's sorted. I then got connected to Bigpipe on the 26th of November which was very fast. 

A couple of days past, I still had until 20th of December to pay my late termination fee so I wanted to make sure everything was fine before I did. But lo and behold I get an invoice from Compass with my termination fee $99 + $75 for the next month. I'm like wut - but I open up a ticket to see if it can get sorted. 

Come 20th December.. No reply. No record of my support ticket either - it looks like they closed it. So I open up another one. Now this part is definitely my fault - I should have just payed the $99 termination fee straight away and then asked why I kept getting charged - but I was waiting on a reply for my further charges just to make sure everything was going fine. And thus I got an extra $15 fee for paying it late.

At this point I pay the $99. I open up another ticket - it's been nearly 3 weeks with no reply. I've gotten charged another month. 

I try to call but their 0800 number is only for landlines and I use my entire 30 minutes of monthly call-time on my cell waiting on hold with them. 

I get charged until the end of January. I've been on my new provider since November at this point. I open up another support ticket - no reply. I have two open at the moment and have yet to hear anything. 

Currently I owe them $250 according to their invoices they keep sending me via email. Every time I click for online support it redirects me to open a ticket up - but tickets don't get answered for over a month and thus I get charged more and more every month.

I'm happy to pay the $99 (which I have) and even the $15 termination fee - but $250 is kind of crazy seeing as they haven't contacted me or answered any of my attempts to contact them. 

Now - there might be a reason why the bills are stacking up other than a screw up on their part that I'm not aware of, but they still didn't contact me to let me know what was going on, or answer me. It's starting to feel like they are not answering me or letting me know whats going on simply because they know I'll be required to pay them more. 

Anyway just wanted to share my experiences with them and maybe ask for some advice on what to do next.
Will update when this gets resolved. 

Create new topic


53 posts

Master Geek
+1 received by user: 1


  Reply # 1209214 6-Jan-2015 13:47
Send private message

UPDATE #1. I figured out how to get hold of them on mobile using 0800 number. I was on hold for 30 minutes but managed to talk to a customer support employee. 

After telling her the situation she put me on hold to go figure out what went wrong. When she returned she told me that they indeed did screw up, but that I still owed them for the month of December. To which I asked why, as I'd been disconnected in November and the employee who helped the disconnection said my last payment was $99. 

She said "Yes, but it is company policy. We called you to tell you." 

"Uh.. No you didn't. I've been trying to contact you for months now.", said I. 

"Sir, I can assure you we called."

"Um, ok."

So she said I had to pay the month of December + a late payment for fee for not paying sooner. 

So... ended up paying a lot less than I'd have to - but still kinda got scammed into giving nearly $200 for nothing whatsoever. 

Be safe when dealing with things like this guys - be smarter than me and log all conversations with them so you can bring up specifics. 

8027 posts

Uber Geek
+1 received by user: 387

Trusted
Subscriber

  Reply # 1209927 7-Jan-2015 14:16
Send private message

Why'd you pay it? I wouldn't have. You cancelled and paid disconnection fee... end of story.

Some ISP's have a 30 days notice of cancellation policy which is a lame trick to get you to pay an extra month, generally I avoid those ISP's but they should have disclosed this when you asked it if was the final payment.



53 posts

Master Geek
+1 received by user: 1


  Reply # 1209934 7-Jan-2015 14:30
Send private message

I acted like a bit of a wuss in the end to be honest. I didn't really want legal action taken against me ... So I just thought in the end it would be a lot easier to just pay it and be done.

No I am not happy. I probably made a mistake but thought it wasn't worth the trouble. 

I didn't know that the 30 day notice of cancellation was a trick - but that's the card they pulled on me. Apparently they rang and told me of this (they didn't - as I said I had been trying to contact them for months).
So I didn't think it was fair.

What really annoys me is that the extra money I had to pay was 100% because of their mistake - even the late $15 surcharge I got was because they weren't getting back to me. But they didn't subsidize it in anyway.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.