Recently my folks moved away from their Dodo dial-up account due to consistently poor service (ie: connection speeds around 28k rather than 56k they were paying for). I offered to cancel the account since I set it up for them so got on the phone to Dodo customer support.

I was told that even though I knew the account name, password, answers to the security question, credit card details, etc (and all the other information I set up initially) I was not able to cancel the account because it was in my mother’s name. Additionally, there was “no way they can cancel an account by telephone - it has to be in writing as per the terms and conditions”. I checked the terms and conditions and sure enough…

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from http://www.dodo.com.au/terms-dialup.html

10. You can end the contract between you and Dodo Internet by notifying us in writing or by email no less than 14 days before the end of any period for which you have paid a Fixed Charge. … If you fail to notify us in accordance with this clause, then the contract will be automatically renewed at the end of that period for an additional period of the same length.

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Without further argument I got off the phone and simply logged into my parent’s webmail and sent Dodo an email stating they should cancel the account. The following day I received what I assumed would be the confirmation of cancellation.

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To protect you, whilst ensuring that Dodo maintains its high level of security standards, including compliance with privacy legislation, we would prefer to confirm these details with you via phone in order to cancel the account.

We recommend that you call us on 131 602, Monday to Friday between 10am and 6pm EDST, select option 4 and speak to one of our accounts representatives who will be able to assist you. When you call, we will need security information from you, to satisfy our legal obligation of ensuring, that you are the primary account holder.

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To be fair they did also offer the opportunity to cancel by email so long as you provided, oh, all the details I had provided by telephone when I rang them. These same details, mind you, are all readily available if you have the username and password so there’s very little security involved in their procedure.

They received a very blunt email reply from “my mother” who provided all the information and it was then cancelled within 24 hours. It’s a brilliant policy in place to fleece as much money as possible from the consumer. When you call them, they need it in writing and vice versa….

Categories: SPOTD