Review Time
THIS COMPANY IS FAR FROM RELIABLE. Their customer service is hidden behind a chat interface, making it difficult to reach out. They mishandled my billing, failing to send invoices or direct debit for months, which led to a surprising debt that was taken all at once right before Christmas. Their actions left my family in a tough situation during the holiday season due to their own mistakes.
THIS COMPANY IS FAR FROM RELIABLE. Their customer service is hidden behind a chat interface, making it difficult to reach out. They mishandled my billing, failing to send invoices or direct debit for months, which led to a surprising debt that was taken all at once right before Christmas. Their actions left my family in a tough situation during the holiday season due to their own mistakes.
I doubt this company knows how to manage payments. On several occasions, they failed to process automatic payments and sent me notifications about payment issues. My bank confirmed there were no problems on my end. Even after providing proof, they didn't respond. While they may be cheaper than some competitors, the ongoing hassles make it simply not worth it.
They really need to establish a call center. My experience with their live chat support to resolve a mistake was frustrating. I had been satisfied until I encountered an issue that required attention, and it turned out to be incredibly challenging. The inconsistent email replies stretched over days without resolution, leaving a bad impression that has prompted me to switch providers.
After making a payment, they added the amount back to my account because they couldn't locate it. I spoke to my bank multiple times, and they confirmed the payment was made. After six months of trying to resolve this, their lack of response is frustrating. They also stopped sending me bills after my complaint but then sent my account to a debt collector. Additionally, if I paid $60, they would only credit $59, which happened frequently. Their rates are also significantly higher than other options!
This is the best broadband and mobile provider I've experienced in New Zealand. I had terrible experiences with larger companies (overcharging, restrictive contracts, etc.). I've been with them for my unlimited data plan for about six months and just signed up for the fiber plan. It's affordable, easy to set up, and their customer service is fast and transparent. I'm extremely pleased with the entire experience. Thank you so much!
As an older individual, I had difficulty with the online sign-up and needed a personal chat. The young man who returned my call was amazing and quickly helped me resolve my issues. I feel rejuvenated with this provider after being hesitant for too long with a larger company.
I can't praise this company enough! Their staff, whether on the phone or live chat, are always friendly, professional, and genuinely eager to help. Managing my bills is so easy, and they're always ready to assist with any queries. They truly make customer satisfaction a priority. I highly recommend this company for anyone seeking excellent service and support!
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Electric Kiwi is an independent online New Zealand electricity retailer.
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