Didn't Cancel Internet Properly, Been Charged for past 5 Months

jonathonsunshine on 19/01/2018 - 21:46
Last edited 19/01/2018 - 22:27 by 1 other user

Hello! I was with a large Australian ISP for 2 years, moved into mates house in September, called them to cancel it, transferred me I think twice was speaking to fem for what felt like 15 minutes.

Explained that I had ALREADY moved and needed to cancel. They made a whole bunch of offers to try and get me to stay, couldn't comprehend that I had moved house…

Anyway, apparently I didn't actually cancel, I was supposed to send them written notice. I've been paying the bill the past 5 months, what do you think is best course of action getting it refunded?

Thanks…

Internet

Comments

  • Halo375 on 19/01/2018 - 21:57
    +1

    Call them again, cancel the account - you shouldn’t need written confirmation but if they ask then do that too. Send an email to their accounts if that’ll make you any happier.

    I would say you have no chance getting that money back - just face the fact you should have done this 4 months ago when that first bill came in.

    • jonathonsunshine on 19/01/2018 - 22:03

      Yeah, not real keen on just rolling over. I got confirmation that I had called them at the very least and I've gone back to that house and the new tenants have gotten there own ADSL connection on the same line…

    • JimmyF on 20/01/2018 - 10:48
      +1

      If the t&c say you need written notice, then you need to.

      Just drop them a email and its done.

  • fruit on 19/01/2018 - 22:28
    -1

    I was supposed to send them written notice.

    Name and shame this ISP

    • twobit on 19/01/2018 - 22:40

      Agreed. Id say TIO but they dont really do payment side of things…

    • jonathonsunshine on 19/01/2018 - 22:44

      I'll do that if they aren't agreeable. @halo above is right though, it's pretty much my fault. I'm hoping that they will come to the party just as the decent thing to do but I guess everyone knows that companies are inherently indecent by their nature.

    • Ryanek on 19/01/2018 - 23:49
      +1

      What tha… all OP had to do was write an email and you think the company should be shamed?

    • Savas on 20/01/2018 - 18:00

      He is with TPG, they probably have one of the easiest cancellation systems where you can just send them an email.

  • djkelly69 on 19/01/2018 - 22:56
    +10

    I would call and insist you cancelled 5 months ago, just noticed they have been charging you still, etc, and see how you go.

    Ask where in the contract it says cancellation has to be in writing. Presumably you didn't sign up by writing to them, so they shouldn't need it to cancel.

    • whooah1979 on 19/01/2018 - 23:51

      Ask where in the contract it says cancellation has to be in writing.

      it would be easier if op posted a link to the t&c.

    • poboy on 20/01/2018 - 09:20
      +1

      Also, state that your usage has been zero, this is a fact that will back up your claims. Facts beat emotions everytime.

  • follow on 20/01/2018 - 00:21

    happened to father. if it's a big isp, what did was on live chat i wrote out exactly what happened and what I want to happen, then subtly mentioned tio when they were messing about. eventually they agreed, but mine was only 1 month, not sure if it'll be any different. if they're not helping , then move to tio (google) and let it go from there

    • try2bhelpful on 20/01/2018 - 07:34

      It is a good idea to capture those sessions into a document so you have a record of what was said and agreed to.

  • kiwijunglist on 20/01/2018 - 08:22
    +1

    They usually record all phone calls. I signed up to a power company and never got credit. They claimed the offer didn't exist. Then they checked the phone calls and have me the credit and an apology.

    It's also an idea to have something that automatically records all your phone calls and saves them. The storage requirements for low quality audio is minimal.

  • Savas on 20/01/2018 - 08:40

    Did they actually say they cancelled your service? If it's their policy that you need to send a written notice i don't think they would've said that. Also i don't understand how you let them charge you for the last 5 months, it sounds like you're really slack.

  • Riczter on 20/01/2018 - 08:56
    +1

    If you have had zero activity on the account in the 5 months and its out of contract you might be able to ask for a refund. Probably be difficult tho.

  • smashed on 20/01/2018 - 09:00
    +1

    You sent a cancellation in writing. It isn't your fault if auspost or isp lost it :)

    • Savas on 20/01/2018 - 17:45
      +2

      Okay i just went through all his comments and he is with TPG. To cancel the service it's clear you have to fill an online form or send them an email, then they send you a cancellation confirmation.

  • JimmyF on 20/01/2018 - 10:49
    +2

    I was supposed to send them written notice. I've been paying the bill the past 5 months, what do you think is best course of action getting it refunded?

    Its taken you 5 months to notice you had been paying the bill!?

    Anyhow, written notice is pretty common. TPG use to have this. Just drop them a email and its done.

    As for a refund, well you didn't cancel it, so yeah…..

    • Savas on 20/01/2018 - 17:46

      Yep he is with TPG.

      • jonathonsunshine on 22/01/2018 - 18:08

        Dude, I would have thought it was fairly obvious that I deliberately didn't mention ISP.

        Whats your problem? You're all over this thread posting their name to the extent I think you might have creamed your pants.

        • Savas on 24/01/2018 - 08:52

          You mentioned you were with TPG in the deal you signed up for though

  • Savas on 20/01/2018 - 17:50
    +2

    To cancel your TPG ADSL which you said you were on, it's probably easiest to go https://cyberstore.tpg.com.au/your_account/cancel.php and then you will get a confirmation email.

    Also this was the first google result which warns you that if you call they transfer you to the retention team and you still have to fill an online form.

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