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29 Comments

To Whom it may concern,

Account number:

On Monday the 31st of March, my husband contacted your billing department and requested a payment arrangement via credit card. He was told that the bill must be paid in full and that a part payment was not possible. So he informed them that the bill would be paid in full by the end of the week.

He then received a call on the 1st of April from an employee of Foxtel who foolishly claimed to “accidentally” disconnect our Foxtel service whilst on the phone with him. She said that she would wave the reconnection fee as it was an error on her part, but that the service could not be reconnected until full payment of the bill was made.

Yesterday, the 2nd of April, you received full payment of the bill, but because the payment was made through Australia Post, your staff refused to reconnect the service until the end of the week as they are unable to see the payment, even with the receipt number provided.

All I asked was that the basic service be reconnected. It’s virtually just a switch of a button from Foxtel’s end. I did not ask that we have our whole package be made available immediately. Simply just the basic- free to air channels.

Your company refused.

Here is what you need to understand. I am a mother of four children. My life is so full that I don’t have the time to sit down and watch Foxtel. My children are at an age where they aren’t concerned with TV. Don’t forget that all of your children’s content is available through the Disney Junior website which means if they really wanted to watch something in particular they could. And they wouldn’t even need to wait until a certain time when the show is airing on Foxtel. Through the various children’s website they could have instant access to the shows they want immediately. Then of course there is my husband who gets home late from work. Barely has time for dinner before it’s time for bed again.

You need to understand that your service is a luxury. It is far from an essential service. Everyone has financial difficulties and payments can’t always be made on time. But at the end of it all your company has no right to have treated us as badly as what they have over the last week. Your customer service is absolutely horrible.

Please don’t forget that you are providing me with a luxury which I do not need. We are paying you. Without my service it’s Foxtel that loses out on a customer. Without me you don’t get paid. And after the way I was spoken to yesterday by an employee of your’s by the name of ‘Wendy’ I just don’t feel any incentive to stay with your company.

You have made my family go without your service for this long, so could you please give me one good reason to stay with Foxtel?


Posted by someonesmother, 3rd April 2014


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  • Well said! Eff em! Foxtel is a rip off, anyway! Netflix is $14.99 per month for their premium package, and they have hundreds of shows, doco’s, and movies, streaming any time! Presto, Stan… Same thing. Foxtel is outdated. :) Good on you for sticking it to big business! :D

    Reply

  • Foxtel annoy me, my husband insists we keep it for the sport channels.

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  • too funny!! I wonder if they sent a response??

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  • Wow that is rude!!!

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  • wow now that is frustrating, how rude, have they not been trained in customer service at all? geeesh

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  • Maybe we’ve been lucky, but in the near 10 years that we’ve been with Foxtel, we’ve never had any problems with them. They’ve always been really helpful. I guess that they’re in the situation where they’re virtually the only company that provides the service that they have, so some of their employees may think they can act however they like. No excuse for it though.

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  • I cant give you one good reason, they constantly over billed us for a chanel never asked for ad constantly asked to be switched off, but nooooo it was on the next bill

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  • That so sucks. Great to see they made the mistake and made you pay the price. I’m always late with my payments :(

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  • I assume you are no longer with them? what bad customer service

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  • I would threatened them with the ombudsman companies normally panic and ask you not too. If nothing had been done I then would have contacted them. I had a problem with my sons phone a few years ago, the bill came in at roughly 5000 they acted on my behalf, got the phone put back on, and I think they waivered around 4000 off the bill.

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  • I think you should cancel with them!!! not a good company!

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  • I have had some really shocking customer service experiences lately too!

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  • I think all they did was give you a good reason to cancel!

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  • So frustrating!!!! Such terrible customer service. I would have Foxtel DISCONNECTED.

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  • Wow that’s disgraceful. It makes me really angry when big companies like that refuse to give the average person doing their best common courtesies. I hope it ends up resolving itself for you.

    Reply

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