iiNet - do I have right to dispute charge?

Lancerx on 06/04/2017 - 20:26
Last edited 06/04/2017 - 22:16

Hi all, just wish to get your opinions on this matter.

I recently signed up online for an ADSL offnet plan with iinet (churning from Netcube end of Jan ). However, after two weeks+ away on holiday, I came home and it still hasn't been connected! I then rung iinet to express my dissatisfaction and asked them to cancel the application roughly end of Feb, and decided to apply with Spintel. I meant why on earth churning took so long!? The iinet rep was very apologetic & told me she will cancel the application for me & assured me there won't be any charges coming from iinet.

However, for some bizarre reason, I received an email a week later from iinet advising i'm now "active" with username & password provided. Iinet told me to disregard the email, and advised me it's just an system error

Surprisingly, I received a bill for the setup fee (credit the phone rental charge) early this month. Their argument was customer has to pay setup fee upon application regardless if you're connected. My argument to them is, what if I first signed up with 24 months contract with no setup fee, does that mean no charge apply then? They couldn't answer me, and just kept saying it's in their T&C.

Do I have ground here to dispute the charge? Would complaint to TIO helps?

Thanks!

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Comments

  • eqv on 06/04/2017 - 21:29

    I don't see why not.
    See if you can get your issue escalated first with iinet before going to TIO.

    https://iihelp.iinet.net.au/Complaints_escalation_process

    • Lancerx on 06/04/2017 - 22:24

      Well, I just wrote to TIO, cbb holding for an hour on phone to talk to bunch of indian team who has no idea what was going on before

  • PVA on 06/04/2017 - 21:33

    They say it's in the t and c s, have read it.

    • Lancerx on 06/04/2017 - 22:15

      Well, I asked them for one, they just kept telling to look on website, and I really cbb dig everywhere for their T&C

      • PVA on 06/04/2017 - 22:45
        +1

        Yeah, I understand. It's a pain.
        I just think when the say it in the TC try to find it because it might not say that exact thing at all.

        If the say it's in them, tell them to read that section out and email it to you.

        • tomsco on 07/04/2017 - 09:11

          Just had a quick look. Couldn't see anything specifically on this matter (although did just go over it quickly).

          I 100% agree with your sentiment. CS drones are idiots to just say refer to the T&C's. At least make an attempt to direct the customer to the relevant clause or, to put it bluntly, shut your trap.

        • PVA on 07/04/2017 - 10:39

          They are drones and that's exactly what they are paid to be, follow a script and only follow that, nothing else. They are doing exactly what the company wants them to do, even if it is poor service.

          @tomsco:

  • Kangal on 06/04/2017 - 22:46

    You don't owe them anything.
    The best thing you could do… is simply not pay, and let them try to chase you up on it.
    If they persist, take it to TIO… its an "open and shut case"…. TIO will straighten them out

    • Lancerx on 06/04/2017 - 22:48

      I intend to not pay , don't think they will call a debt collector to collect small money anyway. Worst case my credit rating took a hit which I'm really not worried.

      • PVA on 07/04/2017 - 10:41

        That's not how a debt collector works though, iiNet would sell all their debt to the collection company for a cost and the debt collectors go and collect the money for themselves.

        • Lancerx on 07/04/2017 - 12:03

          still don't care :p Anyway TIO complaint lodged, we'll see what happen

  • Diji1 on 07/04/2017 - 00:06
    +1

    ISP's use a "string the customer as long as possible until they give up/forget/suicide model" of customer service so really the best course of action is to get no for an answer which appears to be the case and then make a TIO compliant. Don't waste your time, they've already been unreasonable IMO.

    Suddenly you will start talking to reasonable people like you should have to start with.

  • BobD on 07/04/2017 - 08:57

    The billing system at iiNet and Internode and probably all the others in the group, is just so hard to follow. Couple that with the help and hindrance desk personnel seem to have English as a second language as the requirement. I was a 10 year happy Internode customer but iiNet ruined it for me. I changed address and went from adsl2+ to NBN fibre and they royally stuffed that up. They didn't cancel the old adsl, they started up both adsl and NBN installs at the new premises. That was a good trick.

    When I finally cancelled with iiNet there was a billing dispute. Surprise, surprise. I had to let it go as I was in hospital at the time.

    I went to Belong. If you are connected at the 1st of the month you get billed. As the Meerkat says, "Simple".

  • currentfad on 07/04/2017 - 09:44

    Yep it's bullshit. TPG told me my NBN service was "active" when it still wasn't fully installed (they installed it but screwed up as no connection was coming through). They charged me 3 months worth of NBN before it was finally "fixed". I called them to explain and after going in circles and circles, I contacted the TIO and then it started going somewhere. I was only given 2 months free of charge, which means I still paid a month of landline only. By then, I was already sick of dealing with TPG so I just took it. smh.

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