Hello,

I'm just seeing if anyone here has the email address for a manager at Orcon who is in New Zealand (not Manila) and has the power to apply a credit for terrible service.
I'm getting the run around from Orcon something chronic - an unusable connection for 2 weeks  (.1mbps down, and no phone) followed by a disconnection for 15 days. Now I'm being threatened with disconnection for not paying the phone bill for the period where we had no service. This is for a "Genius" unlimited plan.

I have emailed, phoned (accounts, credit and technical) and have done all these dozens of times. Every call lasts 20-60 minutes and this has gone on for 2 months, probably once every 2-3 days. Emails aren't responded to in a useful way, calls are not returned ("we will look into this and get back to you today" - yeah right) and the Manila based staff seem unable to help in pretty much any situation and are powerless to apply credits. They also have managed to generate multiple tickets for all the problems which causes the staff no end of confusion every time I call.

The New Zealand based 'credit team' chase debt, they say they can't apply credits. The accounts team just say technical have to investigate. Technical just get into an endless loop of asking what happened which I have explained verbally and in writing at least a dozen times. Every call gets me transferred between departments and a horrid cycle. 

I don't want to pay for something I didn't get - the phone outage meant that my relief-teacher wife couldn't work, so this cost us hundreds to thousands of dollars, and now they are demanding money off us for a service we didn't get.

What does one do to get to someone who can help?