Bad accounting creating major headaches!
Welcome to the community, @Mooie!
Could you explain your problem/s with Exetel in more detail, please?
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Based on Choice recommendation for internet provider we signed up with them. Due to delays in receiving modem we cancelled the service before the modem was delivered. We asked for a refund which did not arrive. We challenged the charge on the credit card and were refunded by the bank. At the same time Exetel refunded the charge and the bank reversed the refund. That meant finally we were square. However, since then Exetel have been threatening us with legal action if we don’t pay them again. We have contacted Exetel on a number of occasions and been assured the aggressive emails will cease. They do not. We are about to report it to the Ombudsman.
This is very disappointing as we went with them as they were a Choice recommendation.
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Did the modem actually arrive? And did you ship it back?
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When the modem finally arrived at the post office it was redirected by the post office return to sender. Exetel got the modem back unopened.
Hi @Mooie, welcome to the community.
It is unfortunate you feel you have had a disappointing experience with Exetel.
How long was the delivery of the modem delayed? And how long after signing up to their services did it arrive? Why was the modem delayed - due to Australia post or because Exetel forgot to send it?
Answers to these questions will establish whether there was an unreasonable time for the modem’s delivery. 1-2 weeks could be considered reasonable, but a month may not. If Exetel sent the modem promptly after signing up, but Australia Post caused the delay, Exetel may not be responsible for the delay.
It is possible your predicament arises as you have signed a contract with Exetel for the delivery of internet services. In signing the contract, you will be bound by the contract. I have also checked the Exetel website and can’t see that they offer a cooling off period after a contract is signed. This means that you can’t easily change your mind and cancel the contract, and conditions under the contract relating to its termination can be pursued by Exetel.
It is recommended that you read the contract associated with the provision of their services.
Exetel is not debating that we are due the refund and it was eventually given. My issue is that they are now trying to get us to pay them again. Their internal paperwork is not catching up to the aggressive collection process. Verbal assurances from many Exetel staff are not making it to the back office!
Upon investigation on web sites this appears to be a very common Exetel problem.
Get the name of the decision maker in the office, the next time the debt collector calls give them that and then ignore them ever after, just refuse to speak to them. It isn’t worth the effort of trying to make it all nice and consistent - that is their problem not yours.
What kind of internet connection technology are we talking about?
That is astonishing considering that we can’t really be talking about big dollars here. Did you sign up on a contract? What contract period? Modem paid for up front?
Are they making these threats in writing or only verbally?
