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217 posts

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Topic # 32180 15-Apr-2009 16:54
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I was with XNet for a while and terminated my contract with them in December. Whilst we were away over Christmas, someone from XNet phoned and asked if it was okay to terminate the connection on 31/12. We got the message around 8pm on 31/12. We phoned and since no one was there, left a message saying Yes, it was okay to terminate the connection. To be absolutely certain, we refrained from using the internet for a further two weeks until we had switched across to our new ISP.

Despite paying whatever fees were due for December, we keep getting asked to pay for January. We have phoned them twice and told them the entire story, but no one seems to want to listen, or do anything. I refuse to pay for a service I terminated and had fully paid up until that point, yet we're half way through April and we've just received another letter.

Is there anyone at XNet I can contact about this issue who is prepared to listen and more importantly prepared to act. Any names or email addresses would be gratefully appreciated.

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  Reply # 207129 15-Apr-2009 17:44
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service@wxc.co.nz or help@xnet.co.nz as per their web site.
If you are asked to pay for January then I would assume it can't be for more than 2 weeks.  But your initial instruction for termination should be sufficient that they do not have to wait for you to phone them again to confirm 31/12 would be okay.

I always find that putting something in writing is better than verbal, as it gives the reader a chance to review what you are saying.  So an e-mail (or fax) should get you further than a phone call.  It also gives record of your communications.




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  Reply # 207205 16-Apr-2009 07:34
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If you read the fine print, the T and C does say that you have to pay for the next month once you request the account to be closed.

I got caught out by it as well, closed in November (i think) and had to pay for December. But then they totally screwed up the billing and I ended up paying next to nothing for that month anyway.




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  Reply # 207216 16-Apr-2009 08:56
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Niel: I always find that putting something in writing is better than verbal, as it gives the reader a chance to review what you are saying.  So an e-mail (or fax) should get you further than a phone call.  It also gives record of your communications.


Thanks Niel. I should have stated in the original posting that I both faxed and posted the termination request, so they do have in writing.

xpd - I'll reread the T&C tonight. Not having read them yet, why should we have to pay for the month after the termination?

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  Reply # 207218 16-Apr-2009 09:03
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I had a very similar situation earlier this year. In November last year I switched to Telecom Broadband, Telecom said they would cancel my current broadband but just to be safe I also emailed the help desk with my request. Three months later a bill arrived for all the time between when my connection was switched and than. When I phoned up they said "no record of email, no contact from Telecom, you pay" (in very much that tone). Several phone calls and emails later and I ended up paying the entire bill. On the bright side they excused me the month of March, such generosity...

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