Posting here at a last resort! I put in a claim on the 28th of January to have a credit on my account refunded to me. Was told it would be 7-10 business days. I rang after 10 business days, I was told the form was never submitted. Asked again for my money to refunded, 3-5 business day wait this time. Waited the 5 business days and called again, the manager had rejected the claim because the template wasn’t completed correctly, this goes on another 3 times! And here I am, 26 business days later, still calling ever day to see where my refund is. Every time the claim has been rejected (no fault of my own) I am never contacted or updated, or offered for my claim to be resubmitted. I have to wait out the business days I was last told and ring again to see where the refund is. I’m told before it’s a large amount that it needs to be approved by 3 mangers before I can have my money back. I have contacted consumer affairs about this, you don’t seem to care. I am utterly frustrated by this now. You can’t without my money. The customer service I have received during this time has been appalling. One guy actually just laughed at me. I want my money back, and I want it back assp. I’m tired of using my lunch breaks to call and follow up. It’s your job to be following up with me, not once has this happened. I’ve asked for email outlining this situation and never received one. I’ve asked to speak to managers and never been put through to one. I’ve asked to be put through to the complaints line and you literally just fob me off to another team member who’s told me there isn’t even a complaints line. If I owed you this amount of money, you would be slapping me with late fines and discontinuing my service. It’s unacceptable.
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iiNet is an Australian Internet Service Provider and a leading challenger in the telecommunications market. With over 25 years of experience connecting Australians, customer service has always been our #1 focus.