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Topic # 190828 13-Jan-2016 21:58
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I moved from Spark to another ISP at the end of November last year.
I gave Spark well over one month notice before the change-over date, and actually rang them at least twice to make sure the account will be disconnected and closed once the change-over happens. The people from Spark support ensured me that would be the case.

In Dec after the change-over, I got a new bill from Spark, charging me all the things I normal pay for (phone and internet).
So I rang again (not to mention how hard to get through 123 or a call back from them), someone from the "fibre team" told me that the billing on fibre connections is a bit behind, it would catch up and correct my account in the January bill.

but this month, again, I received another bill for Jan, still charging all the things I used to pay for, phone and internet, no sign of any correction or even acknowledgement of a disconnection.

In comparison, when I rang the support line for my new ISP, someone (not a machine voice) picks up in about 10 seconds.
and they help me on both technical and account-related issues in very simple and transparent way.

At the moment, I don't know what I am supposed to do with the Spark situation.
I am not paying the bills for sure, Spark probably owes me some money from November bill since they charge one month in advance.
If I ignore them, at some stage, Spark will probably send my bills to debt collection companies...

Just absolutely horrible customer service frown

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  Reply # 1470454 13-Jan-2016 22:40
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Make sure you advise spark in writing that you are disputing those bills so that if it goes to collection you have a record of it being disputed.




Richard rich.ms

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  Reply # 1470465 13-Jan-2016 23:06
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Spark are still having some teething issues with some aspects of their new fibre provisioning/billing system, which has resulted in some new customers not being billed in a timely manner, and also some disconnecting customers bills not ceasing. The good news is that when the billing system does catch up, it will back date the charge end date to the correct time and will apply the appropriate credits. But clearly that is not a great customer experience for anyone.

I am even experiencing this myself right now - I moved house in December and although the fibre at my old house is disconnected I am still being billed for it, and even though my job involves fibre provisioning for Spark, even I have been unable to pull strings to get it fixed yet.

Having said that, I am more than happy to look into your issue to see if I can get it resolved as it may be a different problem to the one I have. Please send me a PM with your account number and I will have a look at it for you tomorrow.

Thanks,
Simon







The views expressed by me are not necessarily those of my employer Spark NZ Ltd

 
 
 
 


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  Reply # 1470467 13-Jan-2016 23:10
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Wheelbarrow01: Spark are still having some teething issues with some aspects of their new fibre provisioning/billing system, which has resulted in some new customers not being billed in a timely manner, and also some disconnecting customers bills not ceasing. The good news is that when the billing system does catch up, it will back date the charge end date to the correct time and will apply the appropriate credits. But clearly that is not a great customer experience for anyone.

I am even experiencing this myself right now - I moved house in December and although the fibre at my old house is disconnected I am still being billed for it, and even though my job involves fibre provisioning for Spark, even I have been unable to pull strings to get it fixed yet.

Having said that, I am more than happy to look into your issue to see if I can get it resolved as it may be a different problem to the one I have. Please send me a PM with your account number and I will have a look at it for you tomorrow.

Thanks,
Simon






Will it reverse late payment penalties? Just curious, would be a nice billing system if it did. 


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  Reply # 1470470 13-Jan-2016 23:14
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richms: Make sure you advise spark in writing that you are disputing those bills so that if it goes to collection you have a record of it being disputed.

 

Remember what happened to Orcon, so companies have to be very careful. http://www.stuff.co.nz/business/better-business/68702228/Caution-urged-on-debt-collectors-after-Orcon-ordered-to-pay-25k 



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  Reply # 1470516 14-Jan-2016 08:26
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I wish Spark's 123 service was as good as how Simon (Wheelbarrow01) helps us here on Geekzone.

Thanks again Simon!

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