Hi all,
An elderly family member just received a bill from LiveConnected with over $600 of "excess usage" charges (data).
LC did sent texts saying their capacity had been reached (100%)
From what I understand- all Telco's are obliged to do, is send you a text message within 48 hrs… So not sure what I could contest about this :(
Is there any particular conversion I could have with LiveConnected and have this charged reduced (or waived?)
with kogan make sure turn off automatic recharge you can do this on their website after login
Woah, didn't realise LC was still around/in business haha. Used to be with them ages ago probably like 6+ years ago :)
TIO complaint if LC are refusing to provide help to you?
What could be my course of argument to TIO? I would think that SMS is not sufficient warning- but from what I read, thats legally all they need to do….
give them a call and ask for a reduction based on financial hardship. not knowing etc
if that fails, call ACA or today tonight
Really? "Not Knowing" might actually work? Any benefit on contacting them via social media or another way?
Their facebook page
https://www.facebook.com/liveconnected
and twitter page https://twitter.com/liveconnected
hasn't seen an update since 2016. I don't think they bother with social media anymore since Vaya is their parent company and they have more customers with Vaya than they do with LC.
It would be better to call them on support line and ask for some kind of waiver. Fingers crossed and I wish you good luck with negotiations.
In any case, for non-tech savvy mobile users it would be wise to go with a Prepaid plan that would eliminate bill shock - check out this Mobile Plans page for a big list of plans that are voted up by the community.
Ignorance is rarely an excuse, but escalating the issue and seeing if you can make a deal is a good idea. Making a contingency plan so it never happens again is a better one.
Why the threats of TIO or ACA or TT?
The customer signed knowing all the Terms and Conditions of the contract.
LC provided the service and also notified the customer at the relevant data usage thresholds. The customer just kept using data.
While I'm supportive of going to LC and asking for a reduction, they should not be under any obligation to give any discount. What have they done wrong?
This is my concern- I don't think I'd have any argument for TIO.
Unless I argued this:
The SMS's did not stipulate the cost of excess usage (they just said he had exceeded 100%). Could I argue that the telco did not comply with section 6.5.2(g) of the Telecommunications Consumer Protections Code [c628:2015]??
Quit trying to figure out a loophole and get your relative to accept the consequences.
These excess charges have been around for years and are not new. You could plead leniency and the fact that it didn't actually cost Live Connected $600 for the data that was used. Find out how many GBs were actually used and how much that amount would have cost with LC had you been on a plan. Then add an extra 20% to the cost (mod: removed inflammatory remark) and offer to pay that.
You'll find that LC may accept your figure but be prepared and be polite.
Once you've sorted it out, you should:
Arent loopholes to paying less what we come here for? I would post Garfunkel & Oates "The Loophole" but it would offend some of the conservatives.
You should absolutely argue this point….unless of course they also sent notification via email with the costs detailed….it may be harder to argue….or easier. Give LC the opportunity to fix the issue. Let them know you will go to TIO if they do not resolve.
TIO complaints cost the Telcos money, they don't like complaints going to the TIO…and if they get to TIO they try to resolve quickly. The more involved the TIO gets, the more it costs the Telco.
I had a similar…but different issue with LC a number of years ago….my normal monthly bill was $15, however I received a bill for over $500….my issue was with the notification timeframe of 48 hours…I looked at when I reached the so called limits and when they notified me.
ie I had used 100% at 8.11am on 3rd November….but I did not receive an email until 5pm on the 4th telling me that I had used 50%.
My argument was that they did not give me sufficient time to adjust my usage…….end result was that bill was reduced significantly and I said goodbye to LC.
Hope this helps.
Agree, being elderly is just an excuse.
Shouldn't be treated any different from anyone else.
As suggested above, get them on a prepaid sim to prevent this happening again going forward.
they have done nothing wrong but ACA and TT need a story! and Nigerian scammers are getting boring
So I finally saw a copy of the bill- he's only gone 1.3GB over this limit- apparently the excess usage is 4c/MB.
Is my math wrong- or should that be more like $52… Not $600 +
?
Double confirm bill and see if MB is MegaBit or MegaByte. If its MegaByte then you are correct that it should be ~$52 but if its MegaBit then it will go to ~520..
Yep- MB it seems (as per their website) http://www.liveconnected.com.au/mobile-plans-4g-3
"1MB of data (excess usage)4ยข"
Unless I'm on some heinous plan that gets charged differently?
Give them a call see if they willing to nego.
Next thing is to cancel the service and get a Kogan sim for your elders. Ask them watch prawn over wifi instead.