My parents recently sold their house and moved to Auckland.

I am an authority on their account and had a conversation prior to the move about putting their account on hold and and retaining their plan (an old plan no longer offered).

It was confirmed to me that they could do so, but would continue to pay monthly account costs. This was not a problem.

After the sale of the house was finalised we called Xnet to ask them to put our account on hold.

Now having bought a new house and attempting to reconnect to Xnet, Xnet have said that we cancelled our account and we cannot have our old plan as discussed.

I am talking to Bridget from sales who has "tried" to find the call recordings of our discussions with Xnet, apparently the important recordings "cannot be found".

I have tried to escalate this to a manager but am told he/she is away for 3 weeks. Am awaiting a call back from a team leader.

We made our intentions clear at the beginning and our stance is our instructions were not properly carried out.

Thank you for reading our vent.