They are an elderly couple who purchased a belkin wireless router and set it up, assured by the person who configured it at harvey norman that it would be secure.
Anyhow it wasnt secure, and one of the neighbours ran up 22gb of data last month - or $470 in excess usage fees on their broadband starter plan.
I went out and secured the network and rang telecom to ask if they could reverse the charge - which they did.
The customer was so happy and very impressed with telecom's customer service from the accounts department. Also I am impressed with the technical support who suggested to call a technician out to check the wireless network.
Well done Telecom.