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Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension

The complaint
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
The outcome
CurbTel agreed to waive the cancellation fees out of goodwill to Conall. It let him keep his mobile handsets.

The issue

Conall has significant ongoing physical and mental health conditions. He is not able to work and relies on government support
for income.

Conall went to a CurbTel store wanting to sign up for new mobile services.

CurbTel signed him up for multiple expensive mobile handsets, plans, and accessories. The cost over the contract period was more than $15,000.

When Conall did not meet his monthly payments, CurbTel cancelled the services. It also charged him for breaking the contracts, which included high payout costs for the mobile handsets and other equipment.

The investigation

Conall’s representative complained to us saying CurbTel had not sold the services responsibly. The representative said Conall did not understand the contracts or costs involved when signing up for the services and could not afford to pay for them.

CurbTel told us it was appropriate to sell Conall the services. It said he passed its credit check process because he had previously paid his accounts on time. CurbTel also said it had prevented Conall from purchasing more than four handsets.

The outcome

However, following the complaint to our office, CurbTel agreed to waive the cancellation fees out of goodwill to Conall. It let him keep his mobile handsets.

*Names of all parties have been changed.

How we've helped other customers

Complaint
Neil was not offered a reasonable payment arrangement when he was unable to work
Outcome
After we referred Neil’s complaint to Pebble Telco’s escalated complaints team, Pebble Telco agreed Neil could pay off his debt over several months, at a monthly rate he could afford.
Complaint
Telco E sells technical support to customers who do not understand or need it
Outcome
Telco E retrained its staff about the service. It also gave customers who were signed up to the service the option to cancel without a cancellation fee