Case Studies - Customer Service - Billing (including roaming)

Gimme what I paid for

This customer believed he wasn’t getting what he signed up for

Paddy* was looking to switch to a new provider, so he called around to see what they could offer. The provider he chose confirmed that they would match the deal Paddy was currently receiving and in addition, would provide him with a welcome gift.

At initial sign up Paddy chose a Naked broadband option**, however a couple of months later he decided to include a home line. This increased his total bill, however he believed it shouldn’t have as it now did not ‘match or better’ his previous provider’s deal which had included national calling.

Paddy contacted his provider and they confirmed that the new plan he signed up to did not include a landline, however he had the option to include it later for an additional cost. Paddy argued that the provider’s sales representative had, at point of sale, promised him ‘better’ than what he already had, however the provider responded that this was subjective. The matter was raised with TDR by the customer and after lengthy communication between the customer and provider, deadlocked.***

A Resolution Practitioner was assigned to work with both parties. During the process, it was made clear that the provider had ‘bent over backwards’ for Paddy in resolving this and other issues raised. A swap of welcome gift had occurred, credits were added towards Paddy’s previous supplier’s early termination fee, as well as being offered half price options for calling plans. The Resolution Practitioner stepped Paddy through all the goodwill offered and effort the provider had made, and Paddy did reflect that they had attempted to look after him.

After further discussion with TDR, the provider offered an additional small credit to help Paddy feel he was ‘getting something’ and Paddy agreed to settle the matter by taking a discounted landline offer with a nominated ‘favourite number’.

* Names have been changed.

** Naked broadband is a commonly used term to describe a fixed broadband or wireless connection without landline services.

*** Deadlock is where a complaint has been raised with a telecommunications company and has come to the end of the company's internal complaints procedure without being resolved, or when it's been six weeks or more since the customer contacted the company and the customer still doesn't have a resolution they are happy with, whichever comes first.