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Topic # 116484 30-Apr-2013 18:09
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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?

   Thanks,
JAson




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  Reply # 808230 30-Apr-2013 20:26
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PM me your username and I'll have the team look into it.




Regards FireEngine




35 posts

Geek
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  Reply # 808232 30-Apr-2013 20:29
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Thank you.

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