Arctel Still Charging Me 2 Months after Cancellation

Frozensage on 02/04/2026 - 22:32
Last edited 03/04/2026 - 12:27 by 1 other user

Buyer beware!

Put through my 30 days of cancellation on 7/2. Churned to Origin on 7/3. Got direct debited by Arctel on 5/3 for full month, $65. Requested a pro rata refund, never heard back. 2 more emails and 3 weeks later, got a response saying they will forward request to billing team (wtf?), now it's been a month still got no refund and no more responses. Then just today 2/4, got charged another $65 on my cc. Can assume they never cancelled my account. So now i'm down almost $130. WTF?! Reading others have wrote here, sounds like I have to go through TIO to get them to take me seriously?

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  • askbargain on 02/04/2026 - 22:46

    Same thing. Just go to TIO.

    • 8
    • Frozensage on 02/04/2026 - 22:56

      Just imagine if it was someone who's english isn't their first language or bad with technology or didn't pay attention to their cc. Feels like they are just trying to see how much they can get away with.

      • 2
  • minime123 on 03/04/2026 - 12:45

    Same here. The complaint I lodged with the TIO is due to be resolved by 10/04, but Arctel has made no effort to resolve this issue. I hope they lose a lot of money because of this and they should be banned from OzBargain. No one should have to deal with this madness again.

    • 7
    • w33w00 on 14/04/2026 - 08:49

      Mine is due for resolution by 16/04, however Arctel have yet to contact me. What happens from there?

      • 0
      • minime123 on 14/04/2026 - 19:11

        They refunded me and cancelled my account on the due date, so my case is now resolved. I believe arctel may have to pay higher fees to the TIO each time the complaint is escalated to the next level.

        • 1
  • conant on 03/04/2026 - 21:16

    EDIT:

    I just lodged a complaint with TIO.

    ===

    I think OZB should ban this dodgy company. Seriously, I believe there are still people not aware of this!

    I cancelled in Jan - and they charged me in Feb - OK, I was not aware of the "30 days notice".

    Then this is what it happens after I changed the payment method to Revolute credit card.

    Btw Revolute is pretty good.

    Arctel

    • 5
    • conant on 14/04/2026 - 20:31

      UPDATE here,

      I have been refunded - all good now. I would consider this case has been resolved when TIO gets back to me.

      • 1
    • askbargain on 05/04/2026 - 13:16

      I used a prepaid card because they won't accept Amex. Came in clutch when there was no money for them to debit.

      • 0
  • w33w00 on 14/04/2026 - 08:46

    For anybody with Arctel, absolutely cut your losses and take pre-emptive action to minimise headaches. This company does not give a rats ass about customers nor service, as made evident by their actions (or lack thereof). Absolutely ridiculous, I've never seen a company built and run on weaponised incompetence.

    Cancel ASAP, request prorata refund asap, change payment method on file to card with $0 available to debit (I used revolut), lodge TIO asap if you've yet to receive refund or are still getting charged post-cancellation.

    Mods really do need to ban this company from Ozbargain. I could give .01% respect if it were an elaborate pyramid scheme, but they aren't even paying out entitled refunds so it feels like a snatch and grab whilst providing worst service possible.

    • 4
  • brifog on 02/04/2026 - 23:39

    They're trash, internet service itself was fine but customer service has been awful. Expect 3+ weeks between replies. Glad I've left.

    • 3
  • BargainHunterD on 03/04/2026 - 00:01

    YEP same here, just got email saying they have processed payment of $65 when i cancelled and gave them my 30 days notice what the actual f__k!!!!!!!!!!

    • 1
  • Wiadro on 03/04/2026 - 08:20

    Arctel is absolutely horrible

    • 1
  • Nillionaire on 03/04/2026 - 08:57
    • Arctel is a provider with only 4 votes.
    • Arctel is a provider that requires 30 day notice.
    • Origin is a provider with only 2 votes.
    • Origin is a provider that requires 30 day notice.

    Switch. I personally am with Aussie Broadband where I don't have to ever worry about any of the issues you've had with Arctel.

    • They have 60 votes, which is the third most votes behind Leaptel and Superloop.
    • They have no plans that are contracts, you can switch anytime.
    • They don't require a notice period if you are switching.
    • Performance is among the best you can get in Australia.
    • Humans are your first point of contact, as opposed to AI.
    • Support is Australia based, as opposed to overseas.
    • Website and app are seamless, with accurate live chat queue countdown.
    • They have a relatively generous $50 referral bonus for both referrer and referee.
    • 1
    • w33w00 on 14/04/2026 - 08:48

      At least Origin has a phone number you can call to get some sort of service, instead of a dedicated non-monitored email inbox.

      • 0
  • patzorz on 06/04/2026 - 11:34

    Hey,

    Anyone had luck with this? I gave them a formal email and they confirmed this has been cancelled however I've been charged for the 2nd time..

    • 1
    • Spizz on 07/04/2026 - 17:06

      Lodge a complaint with TIO or do a chargeback if you paid with a credit card.

      • 0
  • carlJack on 07/04/2026 - 16:10

    FFS..They have charged me again after cancelling more than a month ago.

    • 1
    • Spizz on 07/04/2026 - 17:06

      Lodge a complaint with TIO or do a chargeback if you paid with a credit card.

      • 0
  • Frozensage on 07/04/2026 - 22:22

    Had to cancel my card and get replacement. Now I have to update all my other dd on the old card and re add Apple Pay etc. it is seriously a pain in the ass. How are these guys still in business?!

    • 1
    • conant on 14/04/2026 - 20:34

      If you continue with them, I do not think there is any problem - their service is quite stable and they provide updates for every interuptions. Technial wise, everyting is good for me. It is just the cancellation - yes, a pain in the ass. Finally I got refunded after lodged complaint with TIO. I am not sure how TIO works but TIO did not get back to me yet and Arctel agreed to full refund not prorata refund. Also, I believe their billing system has some issues and they do not have enough staff for the billing team.

      • 0
  • Baebs on 09/04/2026 - 15:08

    Same here

    • 1
  • relicsinner on 19/04/2026 - 13:09

    Damn ! I have the same issue with them !! Will take them to TIO TOO !

    • 1
  • Frozensage on 20/04/2026 - 10:52

    The ozb rep contacted me saying the actioning my refund urgently, and that was a week ago. Still have not got any refund or any emails back since…

    • 1
  • Mikefr on 02/04/2026 - 22:46

    Can’t dispute charges with bank?

    • 0
    • Frozensage on 02/04/2026 - 22:57

      maybe, but it's a debit card so the process is gonna be long and tedious, gonna try TIO first, hopefully will come back with the goods. Just taking up so much of my time.

      • 1
      • brifog on 02/04/2026 - 23:45

        Unfortunate. I joined with the $50 promotion but switched providers a couple of months ago and provided 30 days notice which they claimed to process via email reply. Yet they continued to attempt to charge me multiple times, luckily I keep $0 on the debit card for situations exactly like this. They're a joke of a company.

        • 4
  • 2jzzzz on 03/04/2026 - 16:35

    I'm still getting NBN but they haven't charged me since December

    • 0
  • Daabido on 03/04/2026 - 20:30

    Not quite as bad as XIS / Buzz Telco for those of you old enough to remember, but billing is shocking.

    • 0
  • Daabido on 03/04/2026 - 20:39

    Put through my 30 days of cancellation on 7/2. Churned to Origin on 7/3.

    You do know that's not 30 days right?

    • 0
  • Spizz on 09/04/2026 - 20:11

    Yikes the Google reviews for them if you sort by latest are just as bad.

    • 0
  • 7ekn00 on 02/04/2026 - 22:50

    But you saved 33c per month, it must have been worth it !!

    • -4
    • Frozensage on 02/04/2026 - 22:55

      If something is too good to be true…

      • 1
  • braddsey on 02/06/2026 - 18:27

    I churned from Arctel to Origin last week. They tried to enforce the 30-day notice period, but after a couple of back and forth messages I dropped that I would take it to the TIO. No further communication from them, but I logged on and my account is showing cancelled.

    Received an email today with new T&C's. They no longer do 30-day notice period, can cancel anytime but no pro-rata refunds.

    Full details:

    We have updated the terms and conditions for your service.

    Dear Customers,
    We are writing to you to notify you of changes to Arctel’s Trading Terms, a summary of which are below. These changes will be effective from 2 June 2026.

    We encourage you to carefully review the updated Trading Terms and associated documents (all of which are linked below for ease) in full. By continuing to use or access Arctel’s Services on or after 1 June 2026, you will be taken to have accepted the updated Trading Terms and associated documents.

    TRADING TERMS

    Service Cancellation – Clause 10: You will now be able to cancel a service at any time prior to the last day of any calendar month, and the service will then terminate at the end of that calendar month. No pro-rata credits, refunds, or adjustments will be issued for any unused portion of a month.

    Performance Based Termination – Clause 11: introduction of a requirement to reasonably cooperate in troubleshooting and diagnostics before cancelling the Service or seeking any refund or remedy for Modem or Service issues. This does not affect rights under the Australian Consumer Law, though failure to do so may delay assessment or resolution.

    Service Suspensions – Clause 12: We may suspend any service if charges are not paid by the due date and remain unpaid for a further 7 days after we issue a Suspension Notice. For services which are suspended as a result of your actions or omissions, promotional pricing will cease and standard rate charges will apply. Charges will continue to accrue while the service is suspended, and no pro-rata credits, refunds, or adjustments will be provided for the period between suspension and reactivation.

    Promotional Pricing – Clause 6.4: Promotional Pricing will cease to apply in circumstances where your account is in arrears or subject to suspension. Where promotional pricing ceases to apply, our standard rates applicable at the time will apply.

    Credit Reporting – Clause 6.6 (and PRIVACY POLICY/ Direct Debit Request Service Agreement): We reserve the right to report unpaid amounts to credit reporting agencies, including outstanding service charges and any applicable modem payout fees following cancellation.

    CRITICAL INFORMATION SUMMARY

    Failed Payment Fees will now apply at $10.00 per occurrence.
    CGNAT and Static IP Address options included.

    Direct Debit Request Service Agreement

    All debit payments will be made by the 5th day of each calendar month and you are responsible for ensuring the funds are available. Where any debit payment is unsuccessful, we will be entitled to reattempt the debit payment at any time (acting reasonably). You will incur and be responsible for all additional costs for any unsuccessful debit payments.
    Review the terms in full

    If you have any questions or would like further clarification, please contact our team at support@arctel.com.au

    • 0
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