Hi everyone it seems to never rain but hail when computer/internet issues occur. My internet account was suspended and now I am dealing with our countries Technology Ombudsmans office and they are dealing with my service provider. I am Back now fingers crossed.

I find off shore call centers really difficult to deal with, this is partly due to my mental illness, (CPTSD) and a feeling of no control at all over a service that I pay for. I have been dealing with my provider for 8 weeks now, and my benefit payment went in two days late which meant I missed paying my provider. (It used to be done by automatic payment each month). Of course you have to add that my provider has you paying two weeks ahead and two weeks behind. (this I really do not understand) It also seems suddenly for know reason my date due to pay has altered.

It is not the date the missed payment went through, as they did not inform me until the next payment was due that it had not been credited to the right invoice? How is that my fault? I paid it to the invoice they sent me demanding payment for.

I then found that I was now 2 months behind according to my internet provider, (this was on the 8th of April) even though the next invoice was not due to be paid until the 12th of April? I had the money and was going to Bpay as they no longer were able to do a direct payment that had been set up. According to the call centre. I said I would be paying this invoice on the 12 when it was due. But no that was not OK. So in the middle of all this I check with my bank as to why the direct payment to my internet provider was not able to continue. My bank said they had no issue in continuing it as I had not authorised it to be stopped from this end.

So if my service provider had just processed the payment it would have all gone through. I rang my service provider and informed them of this. That they could take the money as per normal as the authority was in place.

So I believe that my service provider is taking the money out as normal.

Instead I get messages telling me my service would be suspended from the the 14th if the outstanding money was not paid for the two invoices. This all happened on Monday the 13th of April. Which here is Easter weekend we have a four day holiday Good Friday through to and including Easter Monday.

I tried to explain to the lovely lady on the phone that in Tasmania it is another holiday for the Banks, financial and Government organisations and businesses. So I would not be able to go to my bank UNTIL the Wednesday. I also advised her that for some reason I was not able to get into my toolbox, the access to my account from the service provider. Even though I knew my password and id were correct. She said she would note all of that.

Wednesday morning finds me and the dogs, in town at our bank. I was a little early and they were not open at the time. I tied the dogs up and sat and waited.

The wonderful staff at my community bank, helped me and I decided to pay the two months that I ‘was overdue’ plus the May June payment which would mean I was in fact ahead. Relief.

Dogs and I went for a walk, headed home and found my internet down! WTF!

I spent the next four hours attempting to get someone to understand what had been going on, getting cut off! Being told it would all be OK. When it wasnt. I requested to speak to supervisor and refused! I hung up and tried again, I ended up going to a sales number. Realising that the person in sales during business hours might be an Aussie. It was YEAH!!! I cried. Yes I did.

This wonderful woman heard me as I explained my problem with my account, she was very supportive when I shared with her that all this was impacting my mental illness, and sometimes just dealing with call centres can be triggering to me. She apologised that she could not help me personally and unfortunately there was ‘no one’ in Australia who could? What the heck! She assured me the person she would put me on to would be able to assist me.

What else could I do but trust her. The chap I spoke to was helpful, he listened to me, as I tried to explain. He assured me my internet would be reinstated. He also seemed to understand my not answering any phone calls without numbers or people not leaveing a direct phone number for me to call. I got his details and requested copies of our converstaion, he sent them to me. I had also

It was great I felt like some order was restored, as my internet was back on.

For the next two weeks it was all good.

Then I began to get text messages telling me my service was going to be disconnected for not being paid. I had people ringing me all the time, I did not know the numbers I was not picking up, any messages left were weird noises, or just nothing. I sent emails, advising that all invoices had been paid, that I had actually paid the following month as well. I also included that I could not access my toolbox.

They acknowledge receipt of emails. Two days later I received a response, saying if did not pay the outstanding invoices my account would be disconnected, and to go into my toolbox, and see. That I could also chat to someone whilst in the toolbox! ARRGGH !

I lost it. I sent an email back saying how horrendous this company was, and the fact was proven that no body had actually read my email properly as PART OF MY PROBLEM IS I CANNOT GET INTO MY TOOLBOX!

I keep getting how did we do handling your issue emails, and you most likely can imagine how I replied.
I was also getting several messages a day on my phone telling me my accounts were overdue. My account would be disconnected.

Again the hours trying to get someone to actually understand that I had paid my account. Again the call centre people were varied in abilities, and some just hung up on me, (I was not yelling or swearing), others tried but could not find any invoice paid. I would ask for supervisors, and then be told they would call me back. I answered unknown numbers but the person could not resolve the issue.

This went of for two more weeks! We are now into May. My bank said that the money had gone on the 15/04/2020 to the BPay account (which is my service providers) Sigh…

I tried again with the call centre. It was over an hours wait to get to talk to anyone. I waited. Again I was on the phone, I hung up in frustration when someone said that my account would be disconnected on Friday if the invoices were not paid. Even though I had just told him I paid them on the 15/04 (US 04/15). It was now the 04/05 (US 05/04). I had asked to speak to a supervisor there is no one available! I asked to have one call me, No one did!

The next morning I tried again and spoke with a lovely woman who I said I really just need to speak to a supervisor. She said could she have someone call me. I explained how I waited all afternoon and evening for someone to call me yesterday. She explained that she could not transfer me as they are all working from home. I said oh OK she assured me she would contact someone and they would ring me today.

They did two hours later I received a message on my phone saying …. would be ringing me very shortly. She did. She listened, and tried to see if the invoices had been paid. They still hadn’t. I just burst into tears and hung up.

The next day my internet went off. I could not check emails. I had had enough! I called the Ombudsmans office. The first person I talked to told me it was not an issue for their office? I said it is. No I have to deal with the company first???? He was really helpful and actually seemed to be bullish!. I rang again and got someone else. I said how I had rung before and I was very upset with how I was spoken to and treated. That I was told this was not an issue for this office. The person I spoke to listened to my tale, and said no it is an issue we can look into for You. Relief. I stated that my internet had been disconnected for not paying my bills. She said she would get onto it right away for me.

Sigh I thanked her and than had not expectations. She had also said to me that whilst there was ongoing issues between me and the Obusdmans office was involved I can not be disconnected. Three days later I am back online.

I sank down a lot, during this time. I did not go back wards, and I am proud of myself that I did not get to the trigger point I may have where I was screaming and swearing as in the past. I felt so drained and flat. I was not going to let this get on top of me. Unfortunately my ‘old’ normal responses have rared their ugly heads. I have stayed up too late, (but am working on it again) I have not been eating as well and sugar was high, (condensed milk can not be in this house). I am not proud of the two cans I consumed over four days but it could have been two days. Progress..lol up until yesterday Saturday I had been walking, but have not over these two days. Writing here is my accountability. I have been doing some pottering outside so not just sitting on the lounge, and I did take the dogs for a play with the neighbour across the roads dogs. So I have communicated with someone. Along with leaving the house.

Tonight I made a delicous Korma, rice and salad with greens from my garden. I have eaten sugar only in some fruit. I will be in bed lights out by 22:30.

I am determined to not stay slumped down, I have not gone backwards, I am still moving forward.

I saw that I had had emails from my service provider saying they wanted a copy of my payment, this was from the day my internet went down? The next day they sent me another email saying they were wiping the debt? It was a one off. A sign of their goodwill? (Remember I have paid them)?

I rang the Ombudsman’s office as I was still missing $209.97.

It took a bit of getting the person on the other end of the phone to understand, that by crediting the account as good will, means that they are still saying they have not received my money.

This means my $209.97 has vanished, and I might have internet service but I am out of pocket this amount. She asked me what I wanted, I said originally I just wanted to pay the account which I have done, but now as they have credited my account as goodwill, I want my money back!.

Seems a totally ridiculous situation, and as I said to the woman at the Ombudsman’s office my mental health has suffered a lot over this. I never tried to not pay my bill/s..

Such a ludicrous circus. This is why no company should be allowed to operate within another country without having people working in that country at a level who can actually help. Or the call centres should be able to have someone from financial management ring you when the situation goes on and on. Yet I have no real leg to stand on. I have had my internet off for ten days in the five weeks.

What rights do we the consumer have when using companies that operate outside of our National laws? It is something I am thinking more and more about whilst safe at home. You want Australians to get back to work than make more companies pay for Australians to work for them, so the services we pay for are traceable!

I am thankful for this place to off load. I am thankful for the wonderful world that the internet opens up to me. Being an introvert and someone who may have the potential for agoraphobia if I dont push myself I am so very thankful that this surreal time has seen me get on the whole fitter, healthier, mentally stronger. Thankful to know my rights, thankful to know processes to ensure my rights are taken care of. Thankful for the people who are working from their homes. I am thankful to the lovely helpful and pleasant (generally woman I have to say) in the call centres who do really try to help but the situation is not in their handbooks.
I am thankful for the lovely food I have access to. I am thankful for the clean water I have to drink. I am thankful for the fresh air I breathe. I am thankful for my dogs. I am thankful for the birds, and critters in my garden. I am thankful for the rain that is falling. I am thankful for having wood for my fire. I am thankful that I have no debt, that I am so very very fortunate to own my home outright. I am thankful for You.

blessings to You Tazzie