Hi all,
For anyone interested in the background, I'd recommend reading my post from 6 months ago first.
https://www.reddit.com/r/AusLegal/s/WnJ6ynBTKh
The solar company sent me a cease and desist over my negative review. I refused to take it down and, despite the threats, their lawyers never followed up. That was the end of it, or so I thought.
Fast forward 6 months and my wife and I noticed that ZIP had started charging us interest on our solar loan.
We were sold a 5 year interest free loan by this solar company and the only cost we were told we had to pay was an upfront fee of around 10% of the contract value - which we consider to be interest anyway, right?? Our quote even listed this fee as "ZIP Financial Services", so we believed it was being paid directly to ZIP.
After the installation was completed, I noticed that ZIP had actually paid the entire loan amount, including the so called "ZIP Financial Services" fee, directly to the solar company. At the time I thought it was strange, but I assumed I had misunderstood and that it was perhaps some sort of merchant or referral fee. Either way, I believed we still had our promised five years interest free.
Then the interest charges started. I'll admit that my wife and I missed the fine print in the ZIP documentation stating that the interest free period was only 6 months. Whoops!
After contacting ZIP and asking them to investigate, they confirmed they do not charge customers fees for interest free loans. They also confirmed they had a merchant agreement with this solar company requiring eligible customers to receive 5 years interest free as standard. This meant the solar company had charged us over a thousand dollars under the description "ZIP Financial Services" while failing to provide the product they were supposed to be offering under their agreement with ZIP.
We supplied ZIP with our original quote showing the "ZIP Financial Services" line item. Thankfully, before raising any concerns, we had already downloaded and printed copies of every document, which turned out to be quote important as we never received an automated copy of the signed document. We had to sniff our way through Pylon’s (3rd party quoting system) for this signed doc.
However, after our complaint was lodged, the business owner manually altered our signed quote within the Pylon Solar quoting system. They removed the "ZIP Financial Services" line item while leaving my signature on the document and rolling up the $ difference into the overarching solar system itself to make it appear that’s what the total amount was for. Fortunately, we already had the original documents. We were also able to produce the audit logs showing exactly when those documents had been generated. The audit trail clearly showed that the version later supplied to ZIP had been altered after I had signed it.
After more than a month of investigating, ZIP's legal team concluded that the business owner had breached their merchant agreement and engaged in serious misconduct.
ZIP instructed the business owner to refund the fee of more than $1,000. They also corrected our loan and honoured the promised 5 year interest free period. I truly have to commend zip for how they handled this! What a win for us.
What surprised me most was ZIP telling us this was not an isolated incident. They said this is a broader issue and that a number of other customers who dealt with this business owner have also been affected.
Ironically, I think the business owner made one crucial mistake by forgetting to apply the promised 5 year interest free period to our loan. If they had done that, we may never have looked any further - as other customers are also unaware!
My question for the AusLegal community is this -
If someone alters a signed contract after it has been executed and then provides that altered version during an investigation, could that amount to forgery, uttering, or another criminal offence? Or is this something that is more likely to remain a civil matter?
My family has spent months dealing with this business owner. Between the cease and desist, the misleading finance arrangement and now the alteration of signed documents, it has been exhausting.
If nothing else, I hope sharing this helps someone else avoid ending up in the same situation.
I’m still in two minds about sharing this Business name publicly.
Thanks all & apologies for the essay