Jemima* told her telco she was experiencing financial hardship after an accident left her hospitalised and unable to work.
Jemima’s telco confirmed they would offer discounted services for several months while she recovered, yet two weeks later, she was told her services were being disconnected due to under-payment.
When Jemima contacted her telco to question this, she was told that there was no discount applied to her account, and that she must pay her service in full immediately.
This caused Jemima an immense amount of stress.
After Jemima contacted the TIO, we referred her complaint as urgent through to her telco.
*Name changed for privacy reasons.
