Aussie Broadband Not Refunding Full Credit

mr-incredulous on 02/12/2019 - 16:16

I need a second opinion on whether I'm being reasonable here…

Like many on this website, I have recently churned from Aussie Broadband to Superloop to take advantage of deals. I followed the advice on the ABB website regarding the best time and process for churning: https://www.aussiebroadband.com.au/help-centre/accounts-bill…

Billing cycle ended on 22 Nov, so I signed up with Superloop on that day. There happened to be some issues with HFC on that day and over the weekend, so my service was connected on 25 Nov. I didn't have service between those dates. During that time ABB charged me the full amount for the next month. Today (a week later) I had time to call them, so I called and explained what happened and they offered to refund from today to the end of the cycle.

I expected them to refund from the day that they stopped providing the service, or in worst case from the 25 Nov when the churning was complete. I was told they only ever refund from the day that the customer calls: this is their policy and set in stone. On that webpage it simply says "credit will need to be manually entered. It’s advised to call customer service on the day to have that done.". I'm fairly surprised because I've always had good dealings with ABB on the phone and this seems pretty on the nose.

I realise they are almost certainly correct with regard to T's and C's, but if that's the case the FAQ could be clearer. Why doesn't it say "we will only credit you from the day you call"?

Please tell me if my request is/is not reasonable and why!

Poll Options

  • 1
    ABB should refund from 22 Nov (last day of service)
  • 6
    ABB should refund from 25 Nov (date churn completed)
  • 9
    ABB should refund from 2 Dec (date of phone call)
  • 22
    ABB shouldn't refund anything
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Comments

  • follow on 02/12/2019 - 16:28

    You need to inform that you wish to cancel prior to the end of cycle.
    With HFC, there is usually a period of no service when moving to a new provider.
    I'd take the offer and move on.

  • iforgotmysocks on 02/12/2019 - 16:36
    +2

    Read the terms you signed on for. Cancel before your billing cycle.

    • mr-incredulous on 02/12/2019 - 20:48

      What about example 3 where they suggest to cancel on the last day of your cycle (which is what I intended to do)? What about example 4 where the customer cancels in the new cycle (what ended up happening)?

      Yes you are right that it in the terms but why do they put these examples on their website which say "don't worry about the terms we've got your back"?

      • Slippery Fish on 03/12/2019 - 08:42
        +1

        You missed the silent "against the wall" simple error.

  • garetz on 02/12/2019 - 17:22
    +1

    They should definitely be refunding from churn date, as thats when service ceased from them, and they can see that in the system.

    Make a complaint or talk to a supervisor.

  • Typical16-bitEnjoyer on 02/12/2019 - 18:43

    The answer it literally on the page you linked.

  • BertieBrown on 02/12/2019 - 20:45
    +1

    Well my thoughts would be that I think it depends on whether ABB was still actually providing a service after the switch to Superloop on 25th. If ABB was unable to provide you with access to the NBN then what are they charging you for, what service were they providing?

    It seems a bit shitty if they’re just charging you because you forgot to ring them? What would be the case if you forgot for 3 months? I mean life sometimes gets in the way, and really I think the issue lies in whether ABB was actually still providing a service?

    There would be other instances where it would be on the customer, say if it was a milk delivery service because the original milk delivery is still actually providing a good, but if Superloop effectively stops ABB from providing that service, then effectively ABB is just charging people for being absent minded, or experiencing some life event that might make them forgot about ringing their old NBN provider.

    But, it could well be that ABB is able to still provide a service, in which case it would be a different story I would imagine.

    • mr-incredulous on 02/12/2019 - 20:56

      From my phone conversation:
      * no they do not provide any service after churning and it does not cost them anything
      * they are aware of the churn taking place because they closed my account (I couldn't see it on the web portal) and they would not bill again next month
      * their system doesn't alert a human that the churn happened so the only way a human will find out about it is if I call

      • BertieBrown on 02/12/2019 - 21:45
        +1

        I had a thought, could it possibly have something to do with an instance where another person acts on a person’s property and changes their connection without their express authorisation, so ABB still action the account until they are absolutely sure that the account holder is authorising the transfer. There could be some sort of charge, or cost to them being incurred? That didn’t occur to me.

        I’m not doubting you, I’m just saying there could be a reason why they’re doing it that’s not immediately apparent, and we’re only hearing one side of the story.

  • mr-incredulous on 02/12/2019 - 20:52
    -1

    I think a lot of voters think I just decided to cancel on the last day because I got greedy and tough shit that it didn't work out… except it is explicitly recommended on the linked page and they give you to step-by-step on how to do it.

  • vikvance on 02/12/2019 - 21:40

    You should be thankful that you were with ABB & you're getting any refund.

    TPG charged me for the full 30 days starting from the day that I called them.

  • MELso on 03/12/2019 - 08:26

    I recently moved to Belong Starter and cancelled my service at ABB the day before my billing cycle ended to release the line (due to Belong's rubbish processes for FTTC churns).

    You didn't, which means ABB's offer of a pro rata refund for the remaining billing cycle is generous…

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