[solution found]
Hi all
I made a mistake to transfer my NBN one day after the billing cycle and now superloop does not refund prorata for the full month. so i basically got charged a full month for one day.
is there anything I can do?
[Solved] Transferred to Other ISP & Superloop Charges Me a Full Month with Only One Day Usage
elvislj on 29/09/2021 - 15:50
Last edited 29/09/2021 - 17:19 by 1 other user
Last edited 29/09/2021 - 17:19 by 1 other user
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Oh well, bad luck.
What did the terms and conditions say when you read them?
It's pretty clear on their Critical Information Summary, I think you're probably out of luck.
Billing
NBN Service(s) are charged for the full month
in-advance and are non-refundable (Superloop
does not offer pro-rata).https://superloop.com/documents/nbn/SuperloopHomeBroadband-C…
check their T&C's.
Nothing stopping you from requesting a credit back and see what they say. Worse case: can only ask the question and be told - NO!I made a mistake
suck it up.
ok i got a solution. the new provider has a trial period so I can just quit and transfer it back to superloop
I don't think it works that way.
They'll likely charge you a full month in advance upon rejoining (as per a new connection)!
why all the downvotes?
it's been done after a few phone calls. Back to superloop for another month. Also I found their 6 months discount cycle can be restarted with a new username.
Did you get charged for 1 or 2 months?
Yeah this sucks, ABB offered me pro-rata refunds after I cancelled my service 5 days into a new month switching to Superloop.
This wont work when the T's anc C's clearly state. Look at abb's comment above.
I know what the terms and conditions say. But it may still work, especially if the company doesn't like complaints. They generally make goodwill exceptions.
I was able to get telstra to literally waive a years worth of service fees for an issue I had with them.
So you want to unnecessarily penalize a company ( A company with great customer service) with a potentially hefty fine, even though OP was in the wrong?
Over what, a $100 ish amount? Wow. Just wow.
@JoeBogan: The game is the game. They won't get fined. $100 at a time is how the rich stay rich.
The TIO doesn't step in unless a dispute cannot be resolved. Hence Superloop will have a significant incentive to resolve it quietly.
I've got some sugar cubes for that high horse of yours.
@JoeBogan: Unfortunately there is a large overlap with many OzBargainers thinking it’s fine to be “an $%^hole“ if they are getting a bargain.
So you want to unnecessarily penalize a company ( A company with great customer service) with a potentially hefty fine, even though OP was in the wrong?
OP didn't write the dodgy T&C's that claim a whole months payment for a day's service. OP's not a fault. Superloop is being dodgy claiming payment for services not rendered.
Superloop is being dodgy claiming payment for services not rendered.
While that is certainly true, OP agreed to their T&Cs when they signed up with Superloop.
Is it Superloop's fault that OP didn't pay attention to the finer details within the T&Cs?@DoctorCalculon: Nope. We live in Australia. Dodgy terms have to be advertised as big as the offer. If you hide dodgy terms in a contract it is your problem, not the person you are trying to rip off.
A court can still rule out any T's nad C's if they are deemed unfair. You can make a complaint to fair trade / accc but don't hold your breath on it.
The explanation I've had for this in the past is that nbn charges in monthly increments for the AVC, so most of the cost that Superloop would recover by billing you is immediately incurred by them as soon as the month starts. Might be best to stay with them and leave 1 day prior to your billing period ending.
That's probably not true. Launtel offer NBN on a day-by-day basis. You pay $0 for the days you aren't connected.
nbn AVC is a fixed monthly fee.
Ouch, you screwed it up in the biggest possible way.
when i switched from them and forgot to notify im leaving they charged me for the next month after my service was switched over. they refunded me straight away no questions asked when i called them…
when i switched from them and forgot to notify
Superloop now automatically detects when you churn over to a different NBN provider, and alerts you via SMS in order to either revert the change or finalise your account.
While I agree that it's in the terms and conditions, it doesn't mean that it reasonable and legal.
Working in the telco industry I would recommend the following.
- Make a complaint directly with your ISP (I think it's superloop)
- If they are unable to resolve it, make a complaint with the TIO. https://www.tio.com.au/
You must have tried to resolve directly with the ISP first, otherwise the TIO won't get involved.
The more people that make these complaints, the more likely the ACCC will take them to court and resolve their dodgy business practice.
There are plenty of examples where telco's were doing things, that they have then needed to rectify by changing policies, internal systems and processes, and refunding customers.
Hey, this is a couple years late, but I’d like to say thank you and let anybody else reading this.
I had a similar situation to OP, and despite the commentary in this thread, followed the above advice and submitted a claim with TIO with the view that these charges with unfair and unreasonable.
The outcome was a full refund for the unused month.
Same RSP?
Yes it was Superloop
Glad you were able to get a good outcome.
So many people are just willing to let it slide, which is why companies won’t bother changing their ways.
I just wish there were ombudsman’s for every industry.
Thanks for this update. I am in the same situation with Superloop. I called to cancel and when I queried a pro-rata refund he adjusted my cancellation date to today's date, and said that the invoice would be adjusted.
I'll still have to check back to see whether I receive the refund, but I took notes on that call to assist me if I need to report to the TIO.
Another thanks to @Flight88 as well.
Exactly same situation to OP.
Superloop charged me 1 month of charge with 1 days of usage.
Gave them a call and politely requesting for a pro-rata refund, the customer services on the call refuses.
File a complain with TIO afterwards. TIO actioned the case the following day, which is surprising effective.
Superloop dragged until the due date and finally issued a full refund for the unused month.
Whole duration takes about 3 weeks.Glad you got a good outcome.
I also forgot to add in my initial post that the telco also gets fined for every case they accept and action. For ones dealt with immediately is a level 1.
Approx fines are
Level 1 - $60-80
Level 2 - $250
Level 3 - $500
Level 4 - $2000You rarely see level 4’s as the telco often weighs up the cost of them.
Got the same issue and no luck with super loop. TIO did not seem to care about it either and asked me to check the T&C.
I would suggest anyone looking to change their plan to do it at the end of billing cycle to avoid this.
i changed the day before the end of my billing cycle and they still want to charge me for another 30 days.
Given most ISPs have pay as you go plans on the NBN now a days, aka no contracts you can cancel with most of them a day in without issues, though some charge setup fees to cover any fixed costs for this reason.
I mean most ISPs will be similar anyway as we all use similar transit and peering providers so you really only notice the difference with the cheap providers that skimp on things like CVC and that buy cheap transit and so their routs are not as good to overseas servers etc.
That said if you put a claim in under the financial hardship policy from the ISP you would get somewhere as the ACMA and TIO are cracking down pretty heavily on ISPs at the moment for breaking those rules.
So if you sign up to a plan and then decide you can't afford it the ISP is legally required to sort something out.Just read the new Superloop Critical T&C Summary (effective 07/2023). It requires 30 days notice to cancel on top of non pro rata policy. Credit card payments also incur 1% surcharge.
I guess you can live and learn. That's about your only option.