Tangerine Bill after Cancelling, just or not?

TEER3X on 07/12/2023 - 19:00
Last edited 07/12/2023 - 19:02

Requested a cancel date of 17/11 but I actually cancelled on 16/11 when I switched providers, have an email from Tangerine notifying of successful cancellation on the 16th.

Got charged for service for Nov-17 to Dec-16 (bill issue date Nov-17)

This is the message I received
"Your bill cycle is every 17th to the 16th of the following month and you canceled on the same day as your bill generation date."

"…we suggest canceling the service on the last day of your bill run to avoid charges for another month"

Are they robbing me or am I just confused?

They closed my initial case, opened another, they closed that one without responding.

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Comments

  • Brick50 on 07/12/2023 - 19:13

    Tangerine don't offer pro-rata refunds, as annoying as it is I think because you requested to cancel it on the first day of billing they are within their rights to do so.
    Would have been nice for them to inform you if you cancelled it over the phone though

    • TEER3X on 07/12/2023 - 20:02

      I understand that, but it was actually cancelled the day before the first day of billing.

      • SmiTTy on 07/12/2023 - 20:19
        +3

        But you mentioned u requested a cancellation date of 17th? (even though u may have switched on 16th)

        • TEER3X on 07/12/2023 - 21:15

          Correct.

  • freefall101 on 07/12/2023 - 20:50
    +7

    Why on earth did you request a cancellation date of the first day of your new bill? That is just asking for trouble.

    Even though it was cancelled earlier, it sounds like they did exactly what you wanted. The service moved over but you had asked to keep it another day (which equates to another month).

    • TEER3X on 07/12/2023 - 21:15

      Yeah I didn't realise it was the first day of the new bill at the time.

      So are you saying I still had an NBN service with them on the 17th?

      • freefall101 on 07/12/2023 - 21:33
        +2

        I'm saying you still had a contract with them to provide a service because you asked for it to end on the 17th and that includes a full month.

        If you switched back to them and they billed you again for the same period of time, you'd be right to complain. But you asked for an end date that contractually put you in for another month whether you use it or not.

  • SmiTTy on 07/12/2023 - 21:29
    +1

    It sucks… And it's very unlucky it played out that way, but I think you might be liable for the bill

  • gimmebubbletea on 07/12/2023 - 22:04

    I had a friend who just ignored the last invoice and refused to pay. They had them on the block list and moved on with their life. That was a year ago, not sure how he's going though. Bikies might've gotten to him.

  • CheapskateQueen on 07/12/2023 - 22:22
    +1

    i complained about that when i left tangerine and got a refund of the excess.

    its criminal

  • jv on 08/12/2023 - 00:09
    -1

    TIO

  • Minimum chips on 08/12/2023 - 00:59

    Post a negative review on ProductReview and Google and they'll probably get in touch.

    Usually you'd be out of luck if they don't pro-rate, but if your service was replaced by another company on the last day you're at least in a grey area. I sucsessfully argued to victory from a different, weaker position with another telecom, though I think they just caved because 1) their phone reps had seriously fumbled the ball and 2) they really wanted me to take down my negative reviews.

  • ssfps on 08/12/2023 - 02:58
    +1

    Tell them you mentioned you wanted it to end by the 17th, obviously meaning at the end of your bill cycle. If they argue, lodge a TIO complaint. It's obvious what you wanted by the context.

  • jjjaar on 08/12/2023 - 08:17
    +1

    Requesting the cancel date of the 17th is unfortunately your error. However, if you have proof from them that the service was cancelled effective the 16th, then I’d be pushing this.

    How can they justify charging you beyond the 16th, if they’ve effectively confirmed they did not provide you with a service?

    I’d try opening a new case (again, again), telling them that as they have confirmed they did not provide a service to you, they have no right to bill you and you’ll be reporting them to the TIO unless they provide you with a refund. And say that if they close the case without responding, it’s just further proof they know they’re in the wrong and will help with your report to the TIO.

  • smoothymcmellow on 08/12/2023 - 08:31

    I had a similar issue, was so used to Aussie BB and Superloop who cancel as part of the switching providers. I did a live chat to check the cancel, it wasn't processed, couldn't prove that i had done the process and they were denying it, I got charged.

    It's just tangerine trying to find a loophole to get a bit more cash, after fighting and complaining they refunded part of the partial month.

    Won't use them again because of it

  • JamesGreat on 08/12/2023 - 12:13

    Weird question, I'm thinking of cancelling too.

    If you login via the portal, can you select the date for cancellation?
    I am paranoid that clicking the link will cancel my service immediately.

    I also heard if you don't cancel but just port out, they will continue billing which means you need to call them or cancel via the portal. I'm not sure which one you chose.

    • theoaus on 08/12/2023 - 14:45

      @JamesGreat,yes you can select the date for cancellation

    • Toph Beifong on 09/12/2023 - 16:16

      Yes- I logged in and submitted the cancellation request online. You can see your billing period (my current one is 23 Nov - 22 Dec) - so I cancelled on 20 Dec to make sure I don't get billed any further. You can view your billing cycle on your bill PDF.

  • TEER3X on 12/12/2023 - 20:12
    +1

    Upon further checking, I was also charged almost $98 for the month were I moved my service to a new address, where my regular monthly bill was $55.

    What a disgrace of a company.

  • BlueGlass on 15/12/2023 - 20:21
    +1

    Tangerine is an absolute joke, don't pay the bill. They didn't provide you a service for the month, so you have no obligation to pay - it is as easy as that.

    Good luck getting them to stop spamming you. After 6 months and numerous attempts to stop them, I emailed their media email address - that worked.

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