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9 posts

Wannabe Geek


Topic # 194946 31-Mar-2016 11:00
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I changed my service to another ISP at early of this month and request them to removal my credit card information from their system as they don't have a function to removal it or hiding somewhere not easy to find.

 

Then they charged me once again 1 day before I move to another ISP. Not happy as I send request to revise my credit but no answer since the time their system charge me.

 

 

 

I think it may help other people aware this and take care if they have a saved CC with BIGPIPE.


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122 posts

Master Geek
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BigPipe

  Reply # 1523299 31-Mar-2016 12:55
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Hey, this seems a bit weird - can you flick me a PM with the email address you use for Bigpipe and we'll follow it up for you. 





www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 


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Uber Geek
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  Reply # 1523346 31-Mar-2016 14:27
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It's a prepaid service.
If you choose to move ISPs the day after you pay them that sounds like your own decision. Any credit balance is lost when you move providers. That's how all prepaid services work afaik. I.e. If you top up your account on Vodafone prepaid mobile with $50 of credit and them port your number the next day, then you lose all that credit.

Why didn't you schedule the move to be before your bill rolled over? If switching ISPs you have full control over the date you move.



9 posts

Wannabe Geek


  Reply # 1523376 31-Mar-2016 14:58
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NonprayingMantis: It's a prepaid service.
If you choose to move ISPs the day after you pay them that sounds like your own decision. Any credit balance is lost when you move providers. That's how all prepaid services work afaik. I.e. If you top up your account on Vodafone prepaid mobile with $50 of credit and them port your number the next day, then you lose all that credit.

Why didn't you schedule the move to be before your bill rolled over? If switching ISPs you have full control over the date you move.

 

 

 

Understand the billing cycle. but I already request them removal my credit card before their charge me. The system still charged me as the system set up as monthly for ever if you not delete your credit card from system until your card date changed or deleted. 

 

 

 

Actually I did scheduled move before my billing cycle, but new provider told me the connection date 2 days later than I expected after I call.  Meanwhile Bigpipe guy didn't removal my card information from their system as their promised a few weeks ago. 

 

 

 

Now I can still login in to bigpipe and show my CC information in their system. It seems to be charge me forever if I am not raising the problem or ticket to them. and it will happened again to other people as well.

 

 

 

But, lucky me, Jose reply the topic and wish he or she can help me and us to sort this problem out. and ADD removal CC function in their system to reduce problem.




9 posts

Wannabe Geek


  Reply # 1523382 31-Mar-2016 15:10
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NonprayingMantis: It's a prepaid service.
 If switching ISPs you have full control over the date you move.

 

 

 

As scheduled problem, there is no fiber in my area until next year. so I moved to different company(S********) as they offer me $25 off each month compare Bigpipe with naked ADSL.

 

 

 

I choose a date to swap over, and the helpdesk noted it down...... until one day before the date, I received a email said my connection will be a month time. so I called helpdesk at the date which I choose to confirm the connection. the helpdesk guy told me it should 1st April, which means April Fools' Day. so I contact Bigpipe again as they replied said it should no problem and no charge as they do provide connection a few hours after swap over.

 

 

 

I knew, it must something wrong in they system, but I just want to mention, Big pipe should provide REMOVAL Credit card information in their system to reduce these kindly of problem in future.


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Uber Geek
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  Reply # 1523456 31-Mar-2016 16:51
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You had service with Bigpipe heading into a new billing month (because your new ISP delayed the cutover?).

 

Therefore you owed Bigpipe for another months service so they charged you. Even if you were only going to use it for a day or two. Thats not Bigpipes fault. 

 

Like most companies they dont have to refund for parts of months that you might not use.

 

Likewise, why would they remove a credit card from your account when it is the only way that they can bill you? Thats illogical. An active account (which you have until tomorrow) needs a way to be paid.

 

Theoretically when the account closes you wont be able to access the credit card details and neither would Bigpipe.

 

 

 

Good luck with S******** - reckon you will need it...

 

 





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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Uber Geek
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  Reply # 1523471 31-Mar-2016 17:29
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losspwd:

 

NonprayingMantis: It's a prepaid service.
 If switching ISPs you have full control over the date you move.

 

 As scheduled problem, there is no fiber in my area until next year. so I moved to different company(S********) as they offer me $25 off each month compare Bigpipe with naked ADSL.

 

 

 

 

 

Bigpipe ADSL is $79.  $25 less than that is $54.

 

So Slingshot are charging  $54/month for unlimited ADSL for new customers???  That's basically below cost.  

 

I wonder if their existing customers who all pay ~$89.95 for the same thing are aware of what sort of pricing new customers get.   that's an enormous difference.

 

https://www.slingshot.co.nz/plans/broadband/naked




9 posts

Wannabe Geek


  Reply # 1523489 31-Mar-2016 18:06
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NonprayingMantis:

 

losspwd:

 

NonprayingMantis: It's a prepaid service.
 If switching ISPs you have full control over the date you move.

 

 As scheduled problem, there is no fiber in my area until next year. so I moved to different company(S********) as they offer me $25 off each month compare Bigpipe with naked ADSL.

 

 

 

 

 

Bigpipe ADSL is $79.  $25 less than that is $54.

 

So Slingshot are charging  $54/month for unlimited ADSL for new customers???  That's basically below cost.  

 

I wonder if their existing customers who all pay ~$89.95 for the same thing are aware of what sort of pricing new customers get.   that's an enormous difference.

 

https://www.slingshot.co.nz/plans/broadband/naked

 

 

 

 

sorry, misleading. it's $25 less than their own plan.

 

 


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  Reply # 1523505 31-Mar-2016 19:00
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losspwd:

 

I knew, it must something wrong in they system, but I just want to mention, Big pipe should provide REMOVAL Credit card information in their system to reduce these kindly of problem in future.

 

 

From everything you've posted I've yet to see why you see this is the issue. Based on what you've posted above you seemed to want a remove a credit card (which is the only way they can bill you) without actually giving notice?

 

If you had removed your credit card you still would have been billed because you hadn't cancelled your service and no doubt would have had debt collectors coming after you for the money. As I see it BigPipe's system has actually saved you from this occurring.

 

Why did you simply not request a cancellation of your service before your billing date to avoid the next month's bill? Removing a credit card from any prepaid service (and I'm not just meaning an ISP) does not revoke your liability for debt that will mount up if you have not cancelled a service.

 

Even if a credit card is revoked from a retailer a merchant and bank do have methods and processes to follow up payment.

 

 

 

 

 

 


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  Reply # 1523509 31-Mar-2016 19:15
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losspwd:

 

NonprayingMantis:

 

losspwd:

 

NonprayingMantis: It's a prepaid service.
 If switching ISPs you have full control over the date you move.

 

 As scheduled problem, there is no fiber in my area until next year. so I moved to different company(S********) as they offer me $25 off each month compare Bigpipe with naked ADSL.

 

 

 

 

 

Bigpipe ADSL is $79.  $25 less than that is $54.

 

So Slingshot are charging  $54/month for unlimited ADSL for new customers???  That's basically below cost.  

 

I wonder if their existing customers who all pay ~$89.95 for the same thing are aware of what sort of pricing new customers get.   that's an enormous difference.

 

https://www.slingshot.co.nz/plans/broadband/naked

 

 

 

 

sorry, misleading. it's $25 less than their own plan.

 

 

 

 

So how are you paying per month and how much data per month?





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler



9 posts

Wannabe Geek


  Reply # 1523511 31-Mar-2016 19:16
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I did ask cancel my service before billing cycle and they replied there is no xtra charge on my bill and will removal my CC as all email as proof. But just the system charged me like normal.

So if they send me a new bill which is no credit card in their system, they can easier to revise it, other than make bank and 3rd party in.

I am not trying to say I am not going to pay the bill if I use the service as prepay. I just say it makes thing more harder to sort and want you guys know there is a problem if it is happen on you or you want to jump over to another ISP, then come back.

I do love Bigpipe service, fast and good. I do paid for public static IP address, but the reason why I left, it is geting cheaper and then back for fibre once it is available in my place at next year. I know the speed and price probley the best in NZ, but not for ADSL & VDSL.

How come you don't pay what you used and how come they can charged because they have credit card information as I mentioned as above, they should have function allow anyone to delete their Credit card information fron system. I do believe everyone should have this right to let they save Credit card information and cancel it at any time in NEW ZEALAND. please correct me if I am wrong




9 posts

Wannabe Geek


  Reply # 1523525 31-Mar-2016 19:38
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robjg63:

 

losspwd:

 

NonprayingMantis:

 

losspwd:

 

NonprayingMantis: It's a prepaid service.
 If switching ISPs you have full control over the date you move.

 

 As scheduled problem, there is no fiber in my area until next year. so I moved to different company(S********) as they offer me $25 off each month compare Bigpipe with naked ADSL.

 

 

 

 

 

Bigpipe ADSL is $79.  $25 less than that is $54.

 

So Slingshot are charging  $54/month for unlimited ADSL for new customers???  That's basically below cost.  

 

I wonder if their existing customers who all pay ~$89.95 for the same thing are aware of what sort of pricing new customers get.   that's an enormous difference.

 

https://www.slingshot.co.nz/plans/broadband/naked

 

 

 

 

sorry, misleading. it's $25 less than their own plan.

 

 

 

 

So how are you paying per month and how much data per month?

 

 

 

 

https://www.s********.co.nz/unlimited

 

 

 

unlimited Naked ADSL $65  I hided the name of ISP, but I think you guys are smart to know which one :) coolcool




9 posts

Wannabe Geek


  Reply # 1523532 31-Mar-2016 19:53
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robjg63:

 

You had service with Bigpipe heading into a new billing month (because your new ISP delayed the cutover?).*

 

*

 

*

 

*

 

*

 

 

 

Good luck with S******** - reckon you will need it...

 

 

 

 

 

 

There are too much problems once you want to swap to different ISP.

 

I did ask Bigpipe cancel my service before new bill cycling and stop charging me. and they said OK, Not a problem. but it's a problem now. I knew it just happen in 24 hours, but it shouldn't happen in this big company.


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Uber Geek
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  Reply # 1523540 31-Mar-2016 20:29
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This pretty much sums up why I don't pay by credit card or direct debit for monthly bills it only takes me 5 mins to set up an automatic payment via Internet banking and control of payments remains with me 


122 posts

Master Geek
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BigPipe

  Reply # 1523543 31-Mar-2016 20:37
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Hey - so I've run this past the support team members working on this case. 

 

How it's happened is that you initially asked to be disconnected, but then cancelled the disconnection request to make the switch to S Asterisk Asterisk Asterisk Asterisk Asterisk Asterisk Asterisk Asterisk easier. This means that you're still a customer while you're waiting to be connected to the new ISP. If things were to proceed normally from here, they'd send Chorus a Losing Service Provider notification, they'd notify us, and your billing would be stopped. 

 

Put another way (and as others here have mentioned) Bigpipe is a prepay service and you pay a month in advance, so you've been charged for this month, as you're still connected. It looks like confusion about your billing date arose from an exchange where you asked (on your billing date, 30 March) if you would be charged. We said you wouldn't be charged after the 31st of March - but we could have been clearer that a payment was going to be taken on 30 March.

 

Because of this, we're happy to offer a refund for the last month as a goodwill gesture, and we are in the process of having your credit card details removed from your account. 

 

All the best!

 

 

 

 





www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 




9 posts

Wannabe Geek


  Reply # 1523555 31-Mar-2016 20:54
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Thanks Jose, please refund me and remove my CC from system.

It's a long store and lots things you guys worked behind. I or we don't know what is the process and why. But if I know it happen like this I would rather than stay remain and do nothing.

Thank you very much.

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