Catch Connect Plan Auto-Renewed

Bitplay33 on 27/11/2022 - 20:41
Last edited 27/11/2022 - 20:45 by 1 other user

I've had a 365 day Catch Connect plan for 12 months that I purchased for $60. The service has been quite adequate with a total of 60Gb of internet access included.
I checked around 6 weeks ago regarding renewal cost and believed the cost was the same as when I signed up. Yes it was.
I auto renewed my own service 6 weeks ago with no issues.
This time I expected to pay $60 however was charged $120 for the same plan id.
Catch had sent me a couple of renewal notices however they forgot to include the renewal cost.
Silly me thought that Catch Connect was upfront but I soon reversed that foolish notion when I received their tax invoice after they had debited my card.
Thoughts? (another silly notion)…
I have chatted with Catch. The response was indifference and a Promise to mention it to accounts over a cup of Milo.
I've asked them to refund the difference. (still silly).
I've lodged a complaint with the TIO.
I will lodge a dispute with my bank when the CC is debited.
I've removed my CC details from Catch Connect.
Anything else?

Mobile

Related Stores

Catch Connect
Catch Connect

Comments

  • mskeggs on 27/11/2022 - 20:47
    +1

    I don’t like this business practice, but they are far from the only ones who do it.
    I’m sure they will have suitable terms and conditions too.

    At least you are in the right place to get an alternative deal and win next time.

    FWIW, I don’t think this is a valid TIO issue - they will charge Catch to investigate, swiftly find in there favour, and the $75 charge will just add to everyone’s phone bill.

  • Unorthodox on 27/11/2022 - 20:48
    +7

    Wow… User/consumer error and you go out all guns blazing by raising a TIO complaint and charge back despite the charge being valid?

    TIO complaint is meant to be used for after you get no resolution post-complaint process not just after a first line interaction.

    These measures are to protect customers when they have been treated unfairly not to be abused.

    Go initiate a proper escalation and ask for a refund and cancellation of your service.
    In your own words you expect them to refund the difference but let you maintain the same service despite having a previous price…

    • MrFrugalSpend on 27/11/2022 - 22:19

      Indeed.

      Furthermore, I just had to renew my catch connect 365 day prepaid … not only did catch send plenty of reminders, the price was clearly displayed for each plan in the portal and on the website.
      It was clear my bonus data that was the first year only was ending but it said i would get 25% off if I renewed before expiry.
      Instead I asked catch connect chat if I could step up a plan for more data and still get 25% off and they said yes then did that for me.
      It was seamless and smooth and frankly up front and transparent.
      .

  • Aust on 27/11/2022 - 20:48

    Which provider are you moving to now then?

  • SureShot on 27/11/2022 - 20:51

    TIO has started banning people from complaining to them, if TIO themselves judges they have made too many Complaints within a short time.

    Their threshold for Banning people from complaining to them appears to be when you have made 10x different NEW Complaints, within 365 days.

    I friend I know has been banned from complaining to TIO, and now sends all TIO complaints to NSW Fair Trading instead, as TIO refuse to take his complaint and reject every single one he writes to them.

    They call him a "Vexatious Complainer" when they reply back to him and tell him they can now longer provide any services to him.

    I've seen their emails, he showed me.

    The TIO started banning people one year ago.

    • bohn on 27/11/2022 - 21:48

      Their threshold for Banning people from complaining to them appears to be when you have made 10x different NEW Complaints, within 365 days.

      what if they were all valid and found in their favour? ;)

    • AndyC1 on 27/11/2022 - 22:13

      Sounds like the TIO is doing one thing correctly in banning "Vexatious Complainer".

      As for getting the getting the telecom companies to do the right thing by their customers they still have no idea.

  • DarkOz on 27/11/2022 - 21:01
    +1

    Why do you think OzBargainers keep porting periodically? Discounted plans are always renewed automatically at the normal pricings. Even if they offer a discount before the renewal is due it is never cheap enough.

    • djoz on 27/11/2022 - 21:56

      Absolutely.
      The discounted price is for the first recharge/activation only. Any further renewals are at normal price, unless explicitly stated.

  • Quantumcat on 27/11/2022 - 22:18

    I checked around 6 weeks ago regarding renewal cost and believed the cost was the same as when I signed up. Yes it was.

    When you say you checked - how did you check? Talk to support?

    • Morien on 27/11/2022 - 23:44

      Wondering also. I can't see anywhere on their website that would make you think the normal cost was any less than $120/year.

    • Bitplay33 on 28/11/2022 - 15:49

      Checked on the App at the same time my other plan was due to renew. 6 weeks ago actually.
      Plan id 627 was originally an $89 less 25 pc job.
      never ever $120 for 60 Gb. This plan has been disappeared.
      My other plan is id628 and cost $112.50 in October for 365 days. This is plan id 628 and retails at $150. This has now been renewed for 3 cycles. Still an active plan but not on discount ATM.
      Catch might have terms and conditions but they are difficult to pin down.
      They do the reminder bit but don't advise the actual renewal cost.

  • cookie2 on 27/11/2022 - 22:51

    I'm very good at reading details and checking terms and conditions but I almost got caught by this. It's not referenced anywhere in the ap either. Changed to elsewhere in the end anyway.

  • randomusername2017 on 27/11/2022 - 23:53

    Ongoing recharges revert to standard price of $120 with 60GB

    Pretty much standard t&c with all their promo plans…

    • Bitplay33 on 28/11/2022 - 15:54

      Do a search for Catch Connect Plan id627. This mentions the original plan at $89. Open this link and the site only references new current plans.

      • randomusername2017 on 28/11/2022 - 17:33

        So you took up an offer similar to this with an additional 25% discount… and expected that to roll over on future recharges?

  • MeesusEff on 28/11/2022 - 01:49

    I bet you read the 60gb as $60 instead. Shit happens, like when I'm looking hard for something and still miss it when I look at it.

    I've lodged a complaint with the TIO.
    I will lodge a dispute with my bank when the CC is debited

    But dramatic for your mistake, did you take a screenshot? I don't even see any past deals for $60 in the last 2 years. All the discounted new customer plans state the full cost for the next recharge

  • dtxau on 28/11/2022 - 10:52
    +1

    I forgot to cancel my Kayo subscription, should I raise this to the ACCC?

    over a cup of Milo

    Change that to concrete and harden up, accept its your mistake for assuming and not cancelling.

    • Bitplay33 on 28/11/2022 - 15:55

      haha. Don't have a kayo subscription.

  • Bitplay33 on 28/11/2022 - 16:20
    -1

    I received an email from Catch Connect today. They offered to refund the auto payment. I don't know if the service is being cancelled or the difference or full amount is being refunded.
    In turn I have informed the TIO of their offer and turned off the complaint. Didn't get a chance to do a CC dispute.

Login or Join to leave a comment
Login Join