My Republic NBN Service - $300 Deducted with out My Knowledge

LRonan009 on 01/03/2018 - 22:34
Last edited 01/03/2018 - 22:52 by 1 other user

Hi All,

Need some help to needed to deal with my republic internet service.
1) I have took a new NBN connection from my republic on last september 2017.
Instantly they stated billing from the order date but the service started after two weeks.
For the next two months speed was around 1 mbps .
I have made few phone calls (Minimum waiting 1 hour +) with out any luck.
Send 4 or 5 emails there was absolutely no response. Then i left it. Eventualy speed was okay.(i have payed extra for mobile internet and managed that times.)

2) On January 22nd 2018 they deducted extra $300 dollars from my account on top of my regular bill($70).
i have called them on feb 16 and ask them why. They told it is development cost and accidently charged from my account. The guy on the phone agrred to refunded with in 5 working days.
There was no refund untill today (01/03/2018) and I have called them again. The custumer service rep told me again that it is a development fees and it is the accounts department has to decide regarding the
refund. One more reason from him was, he , his family and all his friends already payed this amount. ( I am suspecting he is lying because it feels like a overseas call centre).
I have lost complete faith in my republic and beleive it is a fraud company?
How can I deal with them?
Today waiting time on the phone was 45 minutes.
( I am bit stressed and please omit any grammar/spelling mistakes)

Thanks

Internet

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Comments

  • dcep on 01/03/2018 - 22:39
    +4

    TIO

  • nosrad on 01/03/2018 - 23:13

    Contact the merchant to ask for a refund or other corrective action. Write a complaint letter seeking corrective action; make sure to keep a copy. Contact your credit card issuer if the merchant won't assist you. Tell the card issuer you would like to dispute a charge (chargeback).

    • Diji1 on 01/03/2018 - 23:58

      TIO

  • ozhunter on 01/03/2018 - 23:24
    +4

    Thank you for ordering a MyRepublic nbn™ Broadband service.

    As your address is in a New Development area, nbn™ have communicated to us that a New Development Charge (NDC) of $300 inc GST will apply.

    https://www.ozbargain.com.au/node/364173

    I think it's considered a NBN fee. Whoever you signed up with would charge you that $300 fee.

    • capslock on 02/03/2018 - 05:08
      +1

      From NBN website - https://www.nbnco.com.au/develop-or-plan-with-the-nbn/new-de…

      "nbn is required to charge the phone and internet service provider, Retail Service Provider (RSPs), that place an order for an nbn™ network service to premises in a new development a one-time charge of $300 inc GST. Service providers may choose to pass the charge on to end-users."

  • [Deactivated] on 01/03/2018 - 23:29

    Contact TIO and they will sort thing out for you. I mean when call center doesn't even pick up (ie hang up when you call them) or long wait time and reply back to from support ticket/email. I don't have time to waste, i just send request to TIO and they will sort thing out usually within a month or quicker.

    Quicker option is contact bank and pause all transaction but kinda pain if you want to continues using their service.

  • OzGuy93 on 01/03/2018 - 23:29

    I've had similar issue, not $300 though. As phunkydude said TIO. It is your best bet if you've already tried arguing on the phone, It will get escalated to their level 3 support faster without the hassle of talking to an overseas call centre. Good luck.

  • whooah1979 on 02/03/2018 - 06:07
    -1

    ISP charging a connection fee on new properties has been going on for decades. Consumers should expect the same for nbn.

    • bentan77 on 02/03/2018 - 14:04

      But isn't the ISP supposed to notify you before charging it?

      • whooah1979 on 02/03/2018 - 14:11

        This information should be on the signup page or the isp’s t&c.

  • c64 on 02/03/2018 - 09:57

    is it disclosed in the critical information summary? if so, and you are actually in a new development area, then suck it up. if not, you have something to complain about.

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