Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




2 posts

Wannabe Geek


Topic # 42538 6-Oct-2009 14:35
Send private message

I have received an online bill from Orcon on 23-Sept which costs me $324.30.  My plan is 35 GB a month and I used to pay $130 since I joined Orcon in June.

I used PC to browse websites and listening music online. I made a complaint on the phone because I did not use 129GB in September 2009.   I was not going to pay this bill, however the billing amount of $324.30 has been debited from my credit card on 3rd October. I remember that I have used my credit card to pay for the bill in August and NOT for the bill in September.  I feel very disappointed since my credit card has been charged in October without my permission at all.

I have spoken to two operators and one supervisor at Orcon Hotline regarding to this issue.  I spoke the Operator D on 27th September and made a complaint about the over-charged billing.  I requested to speak to the team leader and Opertaor D did not help me at all. On the same day, I made a written complaint regarding to the same issue on Orcon’s website by using the feedback form.  I have NEVER received any emails or responses until I talked to Operator M at the Orcon Hotline again on 30th September. I mentioned that I am not going to pay the bill. As my request, I have been transferred to speak to the team leader, Leader C.

When I spoke to Leader C, I mentioned about Consumer Guarantee Act and the Questions & Answers from Orcon Website. It says...We will email you when you hit the cap.  I told Leader C that I have never received any usage alerts in September.  I used to check my usage every month, however I was terribly sick in September and I did not check it.  I believe that I do not have to responsible for the whole amount that shown in my bill because I did not receive any usage alert email.  I am a good customer who spent about $130 every month since I joined Orcon. I hoped we could solve the problems by speaking to the Leader C.  It seems like he did not care about this small account.  I have been told by Leader C – They will take me to Baycorp if I do not pay this bill. I felt like threatening from him at the time.

I have set password for the Wireless router that Orcon provided me.  I have been using broadband since 2003 in NZ and never used over 40GB in a month in my life ever.  Telecom Xtra and Vodafone broadband do send usage alert emails to customer when the usage has been reached 80% of the monthly usage.  Orcon did not do it but it has been mentioned “We will email you when you hit the cap.” in Q&A before I spoke to Leader C, unfortunately it has been deleted in the evening on 30th September after I made a complaint to him during the day.

On 30th September, I have notified Orcon by speaking to Leader C that I am unhappy with the poor customer service and I requested to terminate my account.  Finally, I received an email which is a confirmation for the Termination of Orcon Broadband.  I do really feel very disappointed with the poor customer service from your company.  I received nothing when I made TWO complaints on the Orcon’s website feedback page.
Kylie

Create new topic
8020 posts

Uber Geek
+1 received by user: 386

Trusted
Subscriber

  Reply # 261826 6-Oct-2009 20:00
Send private message

Orcon is a member of the TDR (Telecommunications Dispute Resolution service) so the next step is making a complaint

TDR site here:
http://www.tdr.org.nz/

Also research your rights here:
http://www.consumer.org.nz/category/legal-rights/buying-goods-services
http://www.consumer.org.nz/reports/disputes-tribunals

Finally I would triple check your machines for viruses, trojans and malware as your one of your machines might be compromised.

New free Anti-Virus from Microsoft:  http://www.microsoft.com/Security_essentials/
Malwarebyte (good malware scanner):  http://www.malwarebytes.org/


Baby Get Shaky!
1482 posts

Uber Geek
+1 received by user: 344

Subscriber

  Reply # 261834 6-Oct-2009 20:13
Send private message

I have to ask it, have you checked the online traffic record for the month to see what it says? I know you said you didn't during September, but have you since receiving the bill? Are there any fluctuations that can't be accounted for? If, for instance, you find that it says you transferred 60 gigs (e.g.) in one day than you may have some recourse, claiming a faulty traffic usage record. If they can prove that all traffic was recorded legitimately than you are responsible for the bill, regardless of whether you were expecting an email or not. It is your responsibility to watch you usage, not theirs. Claiming you never received an email is not a recourse I'm afraid.

Good luck.

 
 
 
 


6294 posts

Uber Geek
+1 received by user: 377

Moderator
Trusted
Subscriber

  Reply # 261880 6-Oct-2009 22:46
Send private message

I'm going to play devil's advocate here...

I think your wireless has been hacked, and even though it is unauthorised usage, it's still on your account and you will still need to pay for that data.

When you paid your last bill, there was probably a prompt to save your credit card for future usage or a message saying that paying by credit card would apply to all future accounts.  As a developer of a couple of different payment gateways, you can't save credit card details without informing the card holder.  I'm sure Orcon adhere to this policy as there are strict rules set by Visa/Mastercard.

I would suggest closing the account is a good idea if you are disgruntled, find another provider, and make sure your wireless is completely secure or, even better, turn it off.

370 posts

Ultimate Geek

Trusted

  Reply # 261904 7-Oct-2009 00:53
Send private message

nate: I'm going to play devil's advocate here...

I think your wireless has been hacked, and even though it is unauthorised usage, it's still on your account and you will still need to pay for that data.

When you paid your last bill, there was probably a prompt to save your credit card for future usage or a message saying that paying by credit card would apply to all future accounts.  As a developer of a couple of different payment gateways, you can't save credit card details without informing the card holder.  I'm sure Orcon adhere to this policy as there are strict rules set by Visa/Mastercard.

I would suggest closing the account is a good idea if you are disgruntled, find another provider, and make sure your wireless is completely secure or, even better, turn it off.


Fully agree. When you signed that contract you agreed to pay for every bit of data used. Orcon has a right to charge it to you even though you may not have used that amount.

Tough luck, invest in a good modem. Not a DLINK. :P

8020 posts

Uber Geek
+1 received by user: 386

Trusted
Subscriber

  Reply # 261908 7-Oct-2009 01:08
Send private message

ISP's are not infallible though and hasn't Orcon had usage meter issues in a past?

I've seen several billing mistakes over the years: have been with Xnet, Telstra, Telecom in the last 4 years and they've all made at least one mistake that I had to ring up and get rectified.

Did you set the password on your wireless before or after this big month?  Did you at least go and change it just in case?

Furthermore make sure wireless security is set to use WPA Personal or even better WPA2 Personal (Personal is also known as PSK or Pre Shared Key).  You should use AES encryption.  Do not use WEP and do not use TKIP encryption.  Make sure you're using a random alphanumeric 13 character password.

You might be able to record usage at your router depending on the make/model this is a good way to double check against the ISP's usage meter.  Another option is to install networx on every computer (this will show you usage for each computer under your control but won't highlight unauthorised wireless access.

http://www.softperfect.com/products/networx/


Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

UFB killer app: Speed
Posted 17-Nov-2017 17:01


The case for RSS — MacSparky
Posted 13-Nov-2017 14:35


WordPress and Indieweb: Take control of your online presence — 6:30 GridAKL Nov 30
Posted 11-Nov-2017 13:43


Chorus reveals technology upgrade for schools, students
Posted 10-Nov-2017 10:28


Vodafone says Internet of Things (IoT) crucial for digital transformation
Posted 10-Nov-2017 10:06


Police and Facebook launch AMBER Alerts system in NZ
Posted 9-Nov-2017 10:49


Amazon debuts Fire TV Stick Basic Edition in over 100 new countries
Posted 8-Nov-2017 05:34


Vodafone VoIP transition to start this month
Posted 7-Nov-2017 12:33


Spark enhances IoT network capability
Posted 7-Nov-2017 11:33


Vocus NZ sale and broadband competition
Posted 6-Nov-2017 14:36


Hawaiki reaches key milestone in landmark deep-sea fibre project
Posted 4-Nov-2017 13:53


Countdown launches new proximity online shopping app
Posted 4-Nov-2017 13:50


Nokia 3310 to be available through Spark New Zealand
Posted 4-Nov-2017 13:31


Nest launches in New Zealand
Posted 4-Nov-2017 12:31


Active wholesale as Chorus tackles wireless challenge
Posted 3-Nov-2017 10:55



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.