bigpipe.co.nz

Email threatening to take money when account paid in full

Received an email today stating that there was a glitch in Bigpipe's system on the day my payment was processed, referencing the specific date of my automatic payment. The email informed me that I need to pay again for the same month. However, I paid that month's bill manually, so it was not processed on the automated date, but it was paid in full. I have reached out to Bigpipe, but I have received no response in over six hours. Their suggestion to use the live chat option on their website is not possible as there is no live chat available.I marked my query as urgent due to concerns about the security of my payment information. The email threatening to take money from my bank account on a specific date is unsettling, and the message does not seem legitimate. I’ve contacted my bank, who confirmed the payment was processed correctly, and I’ve also reached out to NetSafe and the Telecommunications Disputes Resolution service, who will assist me with a formal complaint if needed. NetSafe and my bank both advised canceling my credit card, which is a huge hassle.The lack of communication from Bigpipe regarding this issue is unacceptable. They’ve failed to address urgent customer inquiries or clarify the situation. I’m concerned that this could be a phishing scam or a significant security breach within Bigpipe’s system. Even if the emails were sent in error, this has severely impacted customer trust. The communication I’ve received has been the worst I’ve ever experienced in terms of customer service. Bigpipe could have easily posted a statement on their website to clarify the issue, but they’ve chosen not to do so, leaving customers in the dark. Given the volume of customer inquiries they likely can't handle, it seems their customer service system is woefully inadequate. I am now seriously considering switching broadband providers.

Date of experience: Dec 06, 2024