Account problems with Spark

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Genfres

47 posts

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#166357 10-Mar-2015 22:24

My elderly mother has been having a few issues with her Spark account. She has been trying to sort them out although it has been a long process. She has been a telecom/ Spark customer for over 20 years. She doesn't use the internet at home and are issues started when last year Spark thought she was an ideal candidate for a broadband package, confusingly cold calling her with the proclamation of cheaper calls, leaving out the extra $40 per month. Anyway /rant, this has at least been solved now.

Since her husband left the country and divorced 5 years ago, Telecom will just refuse to change the account to her name, even though she has been paying the bill, owns the house the phone number is assigned to, and repeated requests. I find this all very strange and am tempted just to change providers because of this.

Another issue she has been having is the $18.40 a month spark keeps charging her for late bill payments. She hasn't been able to check her mail often since her recent knee op and sometimes she pays the bill "bit by bit". So lets say its $120 she will pay $60 one week and $60 three weeks later - although they register that as late payment. Not sure how there thinking is charging people who don't pay there bills early almost $20 a month.

Lately I've decided enough is enough, and I'm hoping that with a bit more direct approach I can at least get some answers and whether I had to change providers or not. She also has her mobile attached so it would be a bit of an inconvenience to charge, although that really is the only thing stopping us now.

Thanks in advance for any support or advice you guys have.

Inphinity

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#1255021 10-Mar-2015 22:45

The simple solution to the late payment charge is to pay the bill on time. Paying part of the bill on time is not paying on time. With Spark, the late payment fee is $16+GST, with, for example, Vodafone, it's $15+GST.

As to the change of account, I've had no issue doing this recently. What reason do Spark give for not being able to change it?

michaelmurfy

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#1255032 10-Mar-2015 23:01

The change of account name can be done pretty easily by going into a store with her husbands death certificate and completing a few forms IIRC.

As for the late payment fee - just simply ensure the bill is paid on time, my recommendation is either get her to go into a Spark store and pay the bill there, or pay by Direct Debit (simple to set up).

There is no point with changing providers over a few niggly little things that can be resolved quite easily, it is not that Spark "don't want" to change the name, they can do this easily, it is that they have a process to follow and have to ensure that process gets followed each and every time.

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freitasm

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#1255045 10-Mar-2015 23:24

michaelmurfy: The change of account name can be done pretty easily by going into a store with her husbands death certificate and completing a few forms IIRC.

Her husband is alive - out of the country, and divorced.

michaelmurfy

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#1255046 10-Mar-2015 23:27

freitasm:
michaelmurfy: The change of account name can be done pretty easily by going into a store with her husbands death certificate and completing a few forms IIRC.

Her husband is alive - out of the country, and divorced.

Doh! That'll learn me for skimming.

You need to in that case go into a Spark store and complete a Change of Ownership form - this can only be done if she is an authority on the account and if not, will need her added as one and only the account holder can do this.

Jase2985

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#1255084 11-Mar-2015 06:53

surely the divorce certificate would be acceptable for the change of name on the account?

Also im wondering what services she is paying for if her account is $120. My wifes grand mothers base costs are about $70 per month for home line and cell phone and ends up spending about $80-$85 with calls.

I would say get ontop of the bill and have her pay whats shes paying a fortnight in advance so she is in credit, instead of debt then there is no late payment fee

NonprayingMantis

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#1255107 11-Mar-2015 08:53

michaelmurfy:
freitasm:
michaelmurfy: The change of account name can be done pretty easily by going into a store with her husbands death certificate and completing a few forms IIRC.

Her husband is alive - out of the country, and divorced.

Doh! That'll learn me for skimming.

You need to in that case go into a Spark store and complete a Change of Ownership form - this can only be done if she is an authority on the account and if not, will need her added as one and only the account holder can do this.

If they are refusing to acknowledge her as the account holder, and he won't add her as an authority, then why not simply stop stop paying the bill (it's not like they can come after her for the money - she isn't the account holder), and then she can sign up at the same property as a brand new customer, with a brand new account, just as if the previous account holder had moved out and the new account holder had moved in.

And if she does that she'll be eligible for all the sweet deals new customers get - something like first month free, the best plans etc etc.
Probably end up saving herself a bunch of money.

tdgeek

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#1255113 11-Mar-2015 09:11

PM me the details, when I am at work tomorrow I'll see what can be done. I suspect that the bills in the name of the husband and she is not an authority, so she effectively has no ability to make any changes, as the phone account is nothing to do with her. Its not case of refusing. Its as though you cannot make any changes to my account.

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Genfres

47 posts

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#1256573 11-Mar-2015 19:45

@ Jase2895: Thanks for the tips. $120 was more of an example. Most of her bills are around $160 mark.

To other replies, it does sound that she isn't an authority on the account. However why are they answering her phone calls and making changes to her account? If it requires us to reopen another account I'll provider look at different providers and would rather just keep it the way it is.

I understand the whole "duh just pay your bill on time" However if someone basically has a bad month, they are charged with the $18.40 fee which furthers put them in a bad position to pay their bill. For some people $18.40 is quite a lot of money.