[WXC/VFX] What are the rules around informing customers about disconnection fees?

Forums › One NZ (including Farmside) › [WXC/VFX] What are the rules around informing customers about disconnection fees?

Hatch

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#150005 8-Jul-2014 10:45

We have a situation where we have disconnected from WXC recently. We were never told there would be a disconnection fee when I called up to ask to be disconnected and have now been charged a hefty amount.

We've been customers for 5-6 years. There were some account changes last year when my brother came back from overseas and we needed to upgrade data package.

Had we known there was going to be a disconnect fee we would have simply just ridden the term out.

Still waiting for a call back from last week from Billing team.

Cheers

xpd

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#1083972 8-Jul-2014 10:51

You would have to check your original terms and conditions that you agreed to when you signed up.... but sounds odd, most ISP's dont charge a disconnection fee unless youre breaking a contract early - most contracts though are only 1-2 years.
You sure they didnt upgrade you to a new plan (and therefore contract) when you asked for the extra data package ?

XPD / Gavin

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surfisup1000

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#1083977 8-Jul-2014 10:59

You are not exactly sure what your brother did? Probably you should find out if he signed into a new contract.

It would be courteous for the ISP to tell you about the disconnect fee if you ask for a disconnection but it is not an obligation. But who reads the contract anyway:)

It could be an error too.

Hatch

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#1083998 8-Jul-2014 11:34

When you change internet plans is there actually a new contract emailed out or is all done over the phone theses days (can't remember how we made the plan change last year).

Niel

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#1084155 8-Jul-2014 15:22

From memory last year's plan change added the disconnection fee. If not, then at least I was told about it when I changed over to it (20GB Fusion). They called me offering me the plan based on my usage and explained the implications. Don't think there was anything e-mailed out, but I was told about the disconnection fee.

You can never have enough Volvos!

gchiu

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#1086882 11-Jul-2014 07:51

I think if you change your plan then you go into a new 1 year contract. They record your agreement to this, and advise that they are recording.

I was thinking of upgrading from a 5Gb to a 20Gb fusion plan, but decided against it because of the contract period ( I only need the extra data for 6 months ).

Time to look for a new ISP without a contract.

graemeh

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#1086919 11-Jul-2014 09:16

gchiu: I think if you change your plan then you go into a new 1 year contract. They record your agreement to this, and advise that they are recording.

That seems a bit rubbish, not all ISPs work that way. I'd be looking for a new ISP if anyone tried that on me.

Dyson

Shop now for Dyson appliances (affiliate link).

gchiu

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#1086922 11-Jul-2014 09:20

I've been with WXC for so long now I've forgotten how other ISPs work!

ArcticSilver

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#1086941 11-Jul-2014 09:29

This is quite sad to see really.

WXC used to be known for their open term, reasonably priced and flexable plans. It looks like they're doing a 180.