I suffered an injury at work which has caused me to take an extended amount of time off and dealing with little to no income until my workcover is sorted.

I notified Vivid Wireless of this months ago and explained my invoices will be paid but they payment dates differ and I may need to alter the dates by a day or more. I was told this can only be done once in six months and to just allow my account to reject, which leaves me with overdrawn fees.

I asked about the financial hardship policy after making a complaint to the TIO and received the reply from Vivid Customer Relations that " to help with financial hardship we can suspend your service" - how exactly is that a financial hardship policy?

Today I received my latest invoice emailed with TWO business days to pay. I understand bills need to be paid monthly but two business days after date of issue is really not providing a very good service. I have no arrears so it makes no sense. Even Telstra gives you 21 days, all I am asking for is 5 days from due date.

I am tired of calling and don't really know where to go with this feedback.



ozzcaddy-MODERATOR wrote 4 years ago

Did you speak with someone from the Accounting section or Tech Support about your situation previously. If not, I suggest you call : 1300 32 78 37 and request for the Accounts Section. I don't think their hours of business would be the same as Tech Support, most likely 9-5 hrs.

If you can at least make another call and speak with Accounts, and let us know what they said.


dylo wrote 4 years ago

Yes, I have already spoken with Accounts twice to no avail, have consistently been told basically "too bad".


Frosty-MODERATOR wrote 4 years ago

Just so that I understand the problem exactly ... are they direct debiting your bank account and the balance is low, or is this to do with a credit card charge being rejected due to the balance being too high (too close to the card limit)?

Can I also get you to email me your name and a contact phone number?

All I can really do is get in touch with the head of the Accounts Department at vividwireless and see whether there are any other options.


dylo wrote 4 years ago

Sorry have been away. They are only direct debiting a debit visa card. All I have been asking them to do is allow me to alter the debit date to avoid constantly getting "payment rejected" sms and emails.

Is it worth me sending through my details to you still?


Frosty-MODERATOR wrote 4 years ago

I am happy to ask about this for you, but I should note that I've never heard of a case before where the customer wanted to vary the billing date (and I have been doing work like this since the mid-90's). I'll be honest and say that I don't think its very likely to result in a solution that will work for you, but am happy to ask and get a definitive answer one way or the other.


Tonyburke wrote 4 years ago

I've had similar problems with the accounts people at Vividwireless. Nowhere have I encountered such an inflexible attitude to clients requests for a few extra days to pay their accounts. I've been forced to resign from a very well paying job for medical reasons and sometimes I just can't pay by the due date with my usual request for time to pay never exceeding a week yet they never allow extra time to pay except for on one occasion. Why such a cold hearted attitude ? Other companies without exception will allow clients extra time to pay.I swear if they cut me off again I'm walking.


dylo wrote 4 years ago

Stephen, I am faced with this predicament again , I simply need due date altered until next Tuesday, service will be suspended if not paid by next Monday. So therefore it is one day extension. I am surprised you haven't heard of this before. For example when you ring Optus to have your mobile billing due date aligned with your next pay date and there are no hassles, altering a due date for a vet bill , again, no hassles. I will send an email with contact details but I am extremely close to suspending this service entirely due to Vivid's inflexibility.

Tony, I am glad I am not alone and you are spot on.


Frosty-MODERATOR wrote 4 years ago

Got your email ... I will forward on your details to my contacts and will ask them to get in touch with you.


dylo wrote 4 years ago

Thanks for all your help. I didn't have much luck as they called quite a while after and I didn't need the assistance any longer. I have recontracted and going to activate on a specific day to better align to the billing cycles to fall due on pay day. Seems it's all I can do.


Frosty-MODERATOR wrote 4 years ago

Sorry my intervention didn't really help. Everything I have heard indicates that they are pretty limited in how their systems can handle the sort of situation you've raised here.

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