I am sad to say that after many years I am no longer a customer.
For whatever reason, genius has not been good to me so after what must be 8 years I have left. This leaves me with a little problem. I am in credit.
Because the plan when down in price I think I racked up around $400 in credit at one point. When I cancelled I had $163 credit. I called customer support on the 15th this month to cancel and check that I didnt owe anything more as I pay a month in advance. I also asked about my credit and they said it could take over a month to get it more. I though that strange as I pay in advance so why do I need to wait to get any credit back.
Also I am not on contract, I paid a set up fee so no termination required.
Anyway, I get a bill today and I am told that another $80 had been taken from my credit.
I call up and I am told that I did not give one months notice. I had checked with the CSR earlier that I would not be owing anything - specifically not to get caught out with anything like this.
I had checked my terms and conditions and have a printout.
Here is the genius T&C http://www.orcon.net.nz/about/terms/category/orcon_genius there is no mention of any notice period at all, none.
I never signed anything, I was never emailed anything but the accounts person for abroad tells me that there is and it's orcons general policy.
I then asked if she could refund the $80 after they took the first $80. She said she could not do that until I return the modem. I suggested that I can hold on to the modem for another month because they have billed me for it and I want the money now.
She said no and that they need the $$ incase I dont return the modem. I asked what happens for the majority of people who are never in credit who you need to trust that they will return the modem.
So I am a little shocked. It seems that orcon are just using their position with very little basis other than they have my $$ and I do not.
I hope a local orcon rep can see the sense in this and agree that just because I have run a credit doesnt mean I need to be worse off than others who do not.
I also dont agree with the extra moths payment as I was not told on the phone when I called to check - before I switched.
Also, she said that she required a bank printout for my last payments? Why, as proof of what? Orcon has had my credit for a long time, its in their account not mine and I have to prove it?