SR # 060139
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- Kia ora Jason, I’m reaching out because I’m at the end of my rope here and really need your help to sort out a mess with my bill. Last Wednesday, I called One NZ and asked for a two-week extension on my imminent bill payment because things are really tight for us right now. The person I spoke to assured me it was all good, and I felt relieved. But then, the next day, the payment still went through, which has left us in a very difficult situation. Since then, I’ve been going back and forth with customer service, and it’s been a nightmare. I’ve been told different things by different people, and today, I got an email saying they can’t refund me because there’s “no credit available.” But the money was taken from my account after I was told it wouldn’t be. To make things worse, I found out myself that if I’d just canceled the credit card direct debit in the app, none of this would have happened—though no one told me that when I first called. This whole situation is making things so much harder. I know you don't need my entire life story, but suffice it to say this year’s been tough—my wife’s dealing with serious postnatal depression and ME/CFS, we have a 6-month-old son, the high-paying role I had at the beginning of the year ended when the company reduced in size, and I’ve got early onset Parkinson’s (just for that extra challenge... nice one universe!). Juggling being primary parent, husband, caregiver, sole earner, and house carer is a struggle, and this whole thing has put us in a crisis position that I'm entirely unsure how to cope with. I know running a big company has its challenges, and I’m not trying to make things harder. But I really need you to step in here and help get this fixed. I’m asking for the payment to be reversed and the two-week extension I was originally promised to be put in place — please. Our ability to eat depends on it. Thanks for taking the time to read this, Jason. I wouldn’t be reaching out if it wasn’t dire. Hope to hear from you soon. Cheers, Josh Hough [One NZ Account Number: 480179341]
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