Background
A customer attempted to switch broadband providers. They believed that the gaining provider would manage both the transfer of the service and the cancellation of their existing broadband connection. The customer also advised that they had directly notified the losing provider of their intention to cancel.
However, rather than transferring the existing service, a new broadband connection was established. As a result, the customer was billed for two broadband services.
The customer contacted the losing provider, which confirmed that the account would be closed. Despite this assurance, billing continued. The issue remained unresolved until debt collection activity brought the matter to the customer’s attention again.
Outcome
The complaint was upheld. TDR found that the customer had provided notice of cancellation on two separate occasions. Both providers were found responsible for failing to cancel the service and for the ongoing billing that followed.
As a result, the customer was entitled to reimbursement for all payments made in relation to the unused service. TDR also concluded that both providers had failed to exercise reasonable care and skill, directly contributing to the customer’s financial loss.
Lessons Learned
Customers often assume that the gaining provider will manage the cancellation of their existing services. When responsibilities are not clearly defined and communicated, this assumption can create a risk of service duplication and billing errors.
Service providers should ensure that transfer processes and responsibilities are clear and confirm when a service has been successfully cancelled.