iiNet cant trace money and won't Refund - Error during Toolbox Payment

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iiNet

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  ozhunter on 13/12/2015 - 17:33

  I take it that you never received the phone?

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    roland on 13/12/2015 - 17:36

    yes that is right. I did not. They did not send phone to me because the payment was not completed (missing)

    • 

      ozhunter on 13/12/2015 - 17:39

      I'd first check you bank account again to see if the money did go through or if it got returned.

      If its still not there, try email them a copy of the transaction with the amount and date. You already lodged a dispute with your bank, I guess you would just have to wait.

      • 

        roland on 13/12/2015 - 17:49

        NAB customer service says the money is already in their account. I sent them the statement as well. do you know if lodging a dispute resolves the issue ? I haven't done this before

      • 

        IJustKnowStuff on 15/12/2015 - 00:19

        @roland: If they have it in writing that they haven't received the funds and can't help you just get your bank to do a charge back.

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  [Deactivated] on 13/12/2015 - 18:28

  Bank will resolve. Was it done with a credit card?

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    roland on 13/12/2015 - 21:09

    Yea it was done by credit card

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  bargainslut on 13/12/2015 - 18:41

  Contacting the bank and putting the wheels in motion was a good move. Quite often these things are resolved fairly quickly.

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  noyesmaybeok on 13/12/2015 - 18:58

  Don't worry, banks take rubbish from no-one. Make sure to record or screenshot iiNet saying "no we don't have any money, we're not shipping your order". It's a textbook open & shut case.

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  Morien on 13/12/2015 - 20:45

  Message them on Facebook. Pro tip, express your frustration by all means, but don't be a dick. How you've written the above it absolutely fine, in fact, I suggest you just copy and paste it (editing so it makes sense when sent direct). It both conveys frustration at the situation and is respectful towards the CSRs whom you have previously spoken to.
  Something like this will likely be resolved within the (business) day.

  • 

    [Deactivated] on 13/12/2015 - 22:05

    Maybe it will be, tomorrow, but remains a fortnight unresolved.

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  serpserpserp on 13/12/2015 - 20:53

  Umm, Why don't you just tell iiNet you want to cancel your order since you don't have the phone yet?

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    Morien on 13/12/2015 - 20:53

    The phone order hasn't appeared on the system. The money is not attached to his account.

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  [Deactivated] on 13/12/2015 - 22:06

  If it is any consolation, at all - after a fortnight unresolved, problems originating from within the Toolbox page should be very well understood by iiNet. Page and error messages go hand-in-hand. Page is a well-established mess, seemingly overseen neglected by the clueless.

  I continue (foolishly) to maintain a second broadband account with a company taken-over by, subsumed into, iiNet about a year ago.

  After failing to the successfully access the toolbox page, at all, despite correct details (and in a call following a billing error - first of multiple), I mentioned the page-login error, only to be told that the toolbox page was only offered as a 'courtesy to customers' and that iiNet was under no obligation to offer it in the first place, let alone in a functional form. Page was 'new' at the time, so let it slide.

  Real reason for the crap above came months later in a subsequent phone call - after another billing error..
  Transferred to a tech to speak about a separate issue and also mentioned ongoing issues with the toolbox page. I asked about the experience of others. Of complaints actually logged, I was number eight-hundred and something.

  Put-upon tech support guy in resigned-voice admitted that iiNet's I.T. Department just couldn't get on top of the issues involved and indicated quite clearly that they had stopped trying.

  Software engineers of any calibre at all must be bloody thin on the ground in some companies.

  Assuming Scotty hasn't lost his mind and Gone Postal after all of his treasure-mailing duties, he should seriously consider moonlighting for iiNet - for a day. Likely long enough for him to fix the problems.