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Account confirmed cancelled but was charged renewal fee?

martintran96
Level 2
Level 2
‎31-03-2022 05:32 PM

Hello,

My account ID is 721XXXX. I had cancelled my NBN and have two emails from CS confirming it has been cancelled. I returned the NBN modem to North Ryde as requested by CS team and tracking show delivered. Why is my account still appear like it’s active and I was charged $69.99 for the renewal package? Please refund my money and ensure my account is properly cancelled

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Ahra_G
Moderator Moderator
Moderator
‎31-03-2022 08:44 PM

Hi @martintran96, 

 

Let's check what happened in this instance. Could you please confirm  the service address via private message? 

 

We'd like to investigate further and chase this with our Cancel team. 

 

Note:  We have modified your post to hide the customer ID. 

 

Thanks! 

Ahra_G

 

Hello, 

My account ID is 7217053. I had cancelled my NBN and have two emails from CS confirming it has been cancelled. I returned the NBN modem to North Ryde as requested by CS team and tracking show delivered. Why is my account still appear like it’s active and I was charged $69.99 for the renewal package? Please refund my money and ensure my account is properly cancelled

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