Wellington woman faces unfair double billing for internet

A woman from Wellington has raised concerns about being billed for internet service she never used for more than two years. Bron Eichbaum learned that she was charged $60 a month by Vodafone, despite switching to Contact in August 2022. Contact was supposed to take care of the transfer, but the switch never happened. Eichbaum expressed surprise when she discovered she had been using Vodafone all along, even while being billed by Contact. She emphasized that telecom companies should simplify the process for customers who want to change their internet or mobile providers. A new study by the Commerce Commission found that many consumers encounter problems when trying to switch providers. About half of those surveyed reported difficulties, and nearly one in three said the process seemed too hard. The commission suggested that telecom companies should provide a simple, one-click option to switch. Eichbaum struggled with three service providers at one point, ultimately paying for three services. Cleverly, Contact acknowledged its mistake and refunded her more than $2,100. Eichbaum insisted companies must offer clearer and more transparent account management. Consumer groups agree that system changes are urgently needed. Craig Young, the chief executive of the Telecommunications Users Association, highlighted that complicated procedures deter many people from switching. He noted that only about 6% of mobile consumers in New Zealand changed their provider last year. Young mentioned that buried terms and conditions often keep customers tied to their plans, and unexpected double billing causes further frustration. The association supports various improvements, including an automated switching process, which is being tested in the UK. Young envisions a future where customers can easily request a switch, receive clear updates, and not worry about losing service during the process.