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The original was posted on /r/newzealand by /u/No-Illustrator8732 on 2024-09-14 00:51:39+00:00.
Title says it all - literally being scammed by one of the biggest broadband / power companies in nz.
I pay for broadband. Thats it. My bill is $66 a month. It says so in every invoice, on the app, etc. I should only be paying $66 a month.
But the first bill I got was about $200. They had added an early termination fee. I called them, they said it was a mistake and reversed it. The next month, same happens again. I call again and this time ask for an email copy stating that I don't owe them this fee, never got sent anything but the charge was reversed. Happened again the next month.
Happened again with this months bill, but they charged it twice. My bill was $450. I called immediately and said I'm sick of it, I haven't terminated any contracts and they need to sort it out. They said they'd fix it and that they credited my account. I said thank you and asked for an email stating all this - I obviously wasn't sent anything.
Checked the app and they had credited me $250, so my bill was still $206. I first submitted a detailed complaint, stating how it was happening every month and they were refusing to fix it. I waited a couple days and got a response that basically said "we've credited you to fix this mistake, if you have anymore questions please call us"
So I called again today. Man on the phone said that the second credit was "still being processed" despite the fact that the first one went through immediately. I asked why it wasn't all credited at once and why it had to be two seperate credits. He didn't have an answer.
He then told me that the second credit (the remaining $140) would not be applied until NEXT months bill. He told me that for this months bill, I need to just pay the $66 and the remaining $140 will be taken off my next bill. I told him this sounded dodgy and asked if I'll be charged late fees for this. He said they'd be waived, but obviously I do not believe this. I asked him for an email copy of everything he told me and once again he told me it's all in THEIR notes, so I don't need a copy. Awesome.
I'm just wondering now if I can take legal action for this, or what my next steps should be. No, I can't switch companies as I'm in a year long contract for my broadband and I refuse to actually pay their ridiculous termination fee. I'm so sick of dealing with this every single month because they can't get it together.
What can I do?