Tangerine Cancellation - No Pro-Rata Credit

Lnokia3660 on 07/12/2020 - 18:38

Hello guys, need some advice on my options here. Apparently Tangerine doesn't offer pro-rate credit, this is buried in their critical info page. However I couldn't find any other reference to it anywhere else in their website. When I switched providers I did search through their website for steps to cancel the connection. I found a FAQ which had the instruction but no mention of the no credit or even a hint to read the T&C for more details.

spoke to a not so helpful agent regarding this and she kept going back to "it is in the T&C", however she didn't have an answer for why it was not indicated in the FAQ page where an average customer would go to check on the steps to initiate a cancellation. She kept saying that I should have called them, they why bother with an FAQ page.

I am a bit livid about this. What are my options here? I feel that it is deceptive and misleading from Tangerine and the way this is structured appear to let their customers be unaware of this. Will Fair Trading laugh in my face if it take this to them?

This probably is a rookie mistake but I have never faced a similar situation with any other providers so far.

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Comments

  • Richfield on 07/12/2020 - 18:44
    +2

    Apparently Tangerine doesn't offer pro-rate credit, this is buried in their critical info page

    Not really buried then if it’s on their critical information summaries.

    • nokia3660 on 07/12/2020 - 18:47

      so did I drop the ball by solely relying on their FAQ?

      • Richfield on 07/12/2020 - 18:48
        +3

        Yes, FAQs are never exhaustive.

        • nokia3660 on 07/12/2020 - 18:52

          so it doesn't amount to being deceptive? All I needed is a hint to look at the T&C and I would have caught this. Wish their FAQ had some hint it.

          Oh well, guess I'd have to kick myself then.. Lesson learnt (damn even TPG didn't pull this trick on me)

          • avoidfullprice on 07/12/2020 - 18:55
            +1

            @nokia3660: Not deception, sorry. No case for ACCC unfortunately.

            It is like if a store doesn't have a refund policy, we don't assume they will take refund for change of mind…

      • jjjaar on 07/12/2020 - 21:13
        +1

        It must only be an infrequently asked question then.

  • c64 on 07/12/2020 - 18:49
    +1

    it's your responsibility to read and understand the t&cs. what do the t&cs say regarding cancellations?

    • nokia3660 on 07/12/2020 - 18:53

      it does say there is no pro-rate credit. Guess I am at fault here.. Feel like an idiot now

  • SBOB on 07/12/2020 - 18:52
    +2

    Pro rata refunds would be the exception , not the norm.
    Not sure why you would automatically expect it, unless you found it mentioned in details somewhere.

    You must get livid quite easily :/

  • PissLUR on 07/12/2020 - 19:05

    you should have given them a call before porting out.

  • tsunamisurfer on 07/12/2020 - 19:18

    Is the OP wanting to claim back pro-rata days in the billing month?

  • onceupon8 on 07/12/2020 - 19:35

    Op, I guess you are young. In Australia, you are never entitled to a refund by law when you change your mind. Many stores have a change of mind refund policy which is for goodwill/marketing reasons. You should never assume you can return an item for a refund or cancel a service for a refund (or pro-rata refund). If the seller offers this, they are going above and beyond the law.

  • Charlie Sierra on 07/12/2020 - 21:47

    From the title, I thought you were both creative and a bit late to the "Trump losing the election" thing…

  • DemocracyManifest on 07/12/2020 - 22:17

    Not all providers do it, thats why you have to time it properly. Sorry! I know Telstra do it, but plenty others don't, especially the ones who are mostly online only, take only direct debit etc

  • unclekenz on 07/12/2020 - 23:23
    -1

    Why even leave?
    Our Tangerine home broadband service is great, so recommended here.

    • brokenglish on 08/12/2020 - 13:55
      +1

      Didn't neg you.
      You leave when the 6 months discounted offer ends. Switch and come back as required.

  • brokenglish on 08/12/2020 - 13:59

    After you submit the cancellation request, they even tell you this in the email:

    Please note that we do not provide a refund for the remaining days of the month.
    Best to cancel your service at the end of the month to maximize the service/payment.

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