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Financial hardship

The complaint
Charissa* experienced long-term financial hardship following family violence and health issues. While purchasing a device at an AnchorTel* store, she was offered additional products without being informed of the full costs. Unable to afford the extra services, Charissa sought help from AnchorTel, which did not offer hardship support and instead sold her debt to a collection agency and listed a default on her credit file.
The outcome
After Charissa contacted the TIO, AnchorTel agreed to remove the default listing, buy back the debt, and waive nearly $7,000 in charges.

The issue

Since leaving a family violence situation, Charissa* has experienced financial hardship for many years. 

Charissa’s financial hardship situation was made worse by the flow on effects of family violence and health complications. Her only source of income is government support payments. She had previously told her telco, AnchorTel*, that she is experiencing financial hardship. 

During a visit to an AnchorTel store to purchase a device, Charissa was offered additional products but was not informed about the associated costs or total ongoing expenses. 

Charissa was unable to pay for all these extra services. When she contacted AnchorTel for help, it did not offer her any hardship assistance and instead sold her debt to a debt collection agency and listed a default on her credit file. 

The investigation

Charissa contacted the TIO after being unable to resolve her complaint.

The outcome

After Charissa contacted the TIO, AnchorTel agreed to remove the default listing from her credit file, buy back her debt from the debt collection agency, and waive all charges on her account, which amounted to nearly $7,000. 

*Names of all parties have been changed

Family violence
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Internet
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The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.