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15 posts


Topic # 114322 15-Feb-2013 17:17
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Last time I was having an issue with TCL, posting about the matter on GZ resulted in prompt actions (thanks to everyone who participated on the thread, especially helpful TCL reps). So I am posting about a current issue I'm having, and I hope I don't look too naive or greedy.

As not to waste everyone's time, I'll state the facts alone and keep it to the point.

Fact 1: I had a 12 month contract start on the 27th of Jan, 2012 (I actually had this confirmed in an email correspondence with a rep from TCL last month: "I can see your contract ends on the 27/01/2013 which means your promotion where you get 40GB free will start to charge and your bill will go from $75 to $105).

Fact 2: Since you can get about 100GB for the same price these days, I started looking at moving to another ISP. I gave TCL a ring on 13/02/13 and 15/02/13 to discuss about the bill payment and cancellation procedure.

Fact 3: During both of the calls, I was told I got charged $105 from 14/01/13 to 13/02/13 (which is apparently my billing cycle, I'm told). Also, I was told that I would get charged further $105 from 14/02/13 to 13/03/13 even if I cancel the service now.

What happens when your promotion contract start date doesn't match your billing cycle start date?
Well, apparently you get charged for the 'normal' price for the last month of your promotion (i.e. you don't get the full promotion).

I thought all ISPs charged for just partial usages upon your cancellation these days. Well, apparently that doesn't apply to TCL. However, really, I would like to be able to just cancel my service and pay in accordance with my contract dates. Even if you have to pay for the whole of last billing cycle, is it weird for me to assume that the new billing cycle starts at the end of the date on the contract?

What are your thoughts?

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38 posts



  Reply # 763203 15-Feb-2013 19:00
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harrison9746: Oh, that pretty much answers most of my question. I didn't know that Telstraclear always charge you a month in advance, prorated at that. So, you mean that no matter when I request cancellation, Telstraclear will always charge exactly 30 days on top from that date?

I just thought that charging one month in advance meant that you get charged at the beginning of each billing cycle. 

I got confused because normally prorating has a positive connotation to clients. So in this case, prorating is for Telstraclear's monetary benefit?

Although I might sound a bit sarcastic, I just wanted to make sure that I got the points right. Well, if it's prorated like that without regards to billing cycle, can I put in the request for plan change along with my cancellation request? (I might go for a naked plan for my last month. $105 for 40GB seems a little expensive. I believe naked broadband plan gives you close to 100GB for about the same price tag?)

I will send you a pm with my account number and other details. Sorry for the trouble. My family had to fly overseas to attend family funeral early Jan, and I'm still trying to sort this out before flying back to NZ. And calling from here isn't exactly easy :(


Sorry if I confused you. Here's an example scenario.

Customer A with billing date 23rd of every month calls to cancel on 4th of Jan. 

They paid the bill receievd at the end of December which was one month in advance - for 23 Dec - 23 Jan

Customer A asks to have said service fully cancelled on the 9th of the month. 

Service is cancelled on the 9th of Jan and the customer receives a final bill on the end of January. This bill has a 2 week pro rata credit (half of the last base package of the bill credited) and any disconnection fees applied - as well as extra costs (eg toll calls).

Hope that clears things up a bit


Will reply to your PM now and pass on the appropriate details if necessary.


Cheers, Josh

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