Story image

Spark launches credit refund scheme for 135,000 former customers

30 May 2018
Twitter
Facebook

At least 135,000 former Spark customers may be in line for a credit refund - and people should check their mailboxes or their inboxes.

Spark announced today that it is launching a public campaign to return credits left on former customers’ accounts – as long as those customers have left Spark within the last seven years.

The credit refund campaign applies to Home, Mobile, and Business customers with a credit balance of $1 or more. It excludes Government, Enterprise, and Corporate accounts, customers in receivership, liquidation or deceased estates, or customers where mail has been returned previously.

The campaign resulted from discussions with the Commerce Commission about a billing system issue and two other issues surrounding some of the outstanding credits.

The ongoing investigation prompted Spark to review the broader account credit issue.

“As a result, we decided to take a more public, proactive approach and run a public campaign to encourage former customers to claim their credits,” the company says in a statement.

Spark Home Mobile and Business acting CEO Grant McBeath explains that there may be many reasons why former customers may have credits or debits on their account.

“Some customers were left in credit at the end of their account termination process due to the way their final bill was calculated. Some customers didn’t cancel an automatic payment before leaving or mistakenly paid their final bill twice. Or in some cases, a refund from a billing error on Spark’s part was discovered after customers had left Spark.”

He says that whatever the reason, Spark now wants to give that money back.

“We want anyone with a credit to get their money back. Once a customer has left us, it becomes harder to track them down and then verify their identity to make sure we give the credit to the right person – while also making it as easy as possible to claim their credit. So, we’re launching a public campaign and contacting former customers who have a credit from the last seven years to remind them of this.”

If Spark doesn’t hold a customer’s bank details, in most cases the customer receives a notification of their credit in their final bill or receives an email or letter at a later stage when a credit is retrospectively made to their account. Some customers have also received reminders by email or letter.

While the company has been in contact with some former customers and refunded credits, the company has not reached all former customers – and some haven’t claimed their refunds.

This could be because some people have changed their emails or postal addresses, which means their final bill or reminder letters didn’t reach them.

“If former customers don’t open their mail/ email – or if they simply don’t bother to claim what might be a relatively small amount. Unfortunately, whatever the scenario, if we don’t have current bank account details for the customer, we can’t refund the credit,” the company says in a statement.

“Alternatively, if a customer has their old Spark account number handy, they should head to spark.co.nz/refund and fill out the form and we’ll let them know if they have a credit. If a customer doesn’t have their old Spark account number, we’ll need to check a few details our end, so they should click on the ‘Don’t know your account number’ link. This website is available to former customers on a permanent basis.”

Customers with a credit can choose to have their money sent to a personal bank account, transferred to a different Spark account, or donated to one of the worthy causes at the Spark Foundation.

Download image
How MSPs can choose solutions that don’t drain ROI
MSPs today are expected to align IT with business strategy, digital transformation and still stay competitive while providing room for scalability and growth.More
Story image
13 Sep
HPE offers new way of accelerating AI & ML lifecycle
HPE is throwing its weight behind a new way to shrink the time required to deploy machine learning (ML) and artificial intelligence (AI) workloads from months to mere days.More
Story image
19 Sep
Voyager responds to rising bandwidth usage with 100 Gbit upgrade
Voyager Internet, the New Zealand ISP, has announced the completion of its 100 Gigabit upgrade of its core data network. According to the company, Voyager carried out the upgrade in response to rising bandwidth usage across the country.More
Story image
19 Sep
Flexible consumption models the way to customer's hearts
“Several factors suggest that flexible consumption offerings for on-premises IT will continue to attract new customers and generate growing revenue for vendors and service providers."More
Story image
12 Sep
Enlighten recognised by Gartner, nod to growing demand for optimisation solutions
“At Enlighten, our mission is to continue to educate the market about our robust MBWFO solution, and the advantages of enhancing productivity through more visible performance metrics.”More
Story image
17 Sep
You’re invited: Digital Transformation and Making Effective Change
Designed and delivered by the Australian Graduate School of Management, the ACCELERATE DX Program promises to deliver practical Digital Transformation tools and thought leadership.More