Cancellation

[kuangsheng]

Hi,

I've cancelled my nbn, however, the modem still has dispatched, do I have to return the modem back? How long it takes for receiving my refund? How much refund I can receive?

Regards

Kuang

[Anonymous]

Hi @kuangsheng ,

Welcome to the community!

We're sad to know that you decided to cancel the service with us. Yes, you need to return the modem back to us. We tried to use your community information and it shows two different accounts, to ensure we have the correct details, please confirm the service address on file.

Also include your best contact number and preferred time and we'll have one of our Account Specialists contact you to discuss details of the refund.

For reference: How do I private message (PM) in the community 

Regards,

[kuangsheng]

Hi Shane,

Can I track my cancellation and refund status?

Thankyou
Kuang

[Anonymous]

Hi @kuangsheng

I was able to confirm that one of the account has been cancelled, also the refund will be processed once the modem is returned.

We'd like to confirm if the 2nd modem has been shipped back to us, feel free to send me the tracking number so we can check it with our warehouse. 

Regards,

Hi Shane,

Can I track my cancellation and refund status?

Thankyou
Kuang

[kuangsheng]

Hi Shane,

The tracking number is R423038017074431.(Australia post). Do I receive the refund immediately once the modem arrived?
Regards
Kuang

[Anonymous]

Hi @kuangsheng

Thanks for the details. We notified our Account Specialists about the tracking number of the returning equipment, updates about the refund will be provided once we received the equipment. 

Regarsd,

Hi Shane,

The tracking number is R423038017074431.(Australia post). Do I receive the refund immediately once the modem arrived?
Regards
Kuang

[kuangsheng]

Hi Shane，

It seems that the modem arrived yesterday. May I get some update for my refund?

Thank you,
Kuang

[Anonymous]

Hi @kuangsheng,

We chased this with our Account Specialists Team and arranged them to contact you tomorrow between 10-12NN AEDST to discuss details of the refund.

Let us know how it will go and should you require further assistance.

Regards,

Hi Shane，

It seems that the modem arrived yesterday. May I get some update for my refund?

Thank you,
Kuang

[kuangsheng]

Hi Shane,

I still did not receive the call. Can you please advise the team to refund back to my account which I paid?

Thank you
Kuang

[Anonymous]

Hi @kuangsheng,

I made follow on this with our Account Specialists Team, I apologise for the inconvenience we'll keep an eye on this and make sure a callback will be done tomorrow the same time between, 10-12NN AEDST.

Regards,

Hi Shane,

I still did not receive the call. Can you please advise the team to refund back to my account which I paid?

Thank you
Kuang