Emma Rowley has been unable to live in her home since last month's flooding - and she has been on the phone day and night organising insurance, builders and carpet cleaners to restore her Ngatai Rd home.
But now she is faced with a $1000 phone bill despite assurance her Telecom
call diversion and call charges would be free.
"It's horrendous," the solo mother told the Bay of Plenty Times. The part-time cleaner cannot afford to pay the bill.
She is now warning other flood-affected home owners to make sure they don't end up in the same situation.
Mrs Rowley has a Telecom landline account but is registered with Callsouth for toll calls.
The Telecom offer said incoming calls would be diverted to cellphones for free for up to a month.
The arrangement was announced just two days after flooding devastated hundreds of homes in Otumoetai, Papamoa, Matata, Edgecumbe, Whangamata, Whitianga and Tairua.
The waiver would apply to the diversion fee and calling charges for 025, 027, 021 and 029 mobile phones.
But Mrs Rowley was horrified to find out her Callsouth balance was now $1000.
Callsouth general manager Peter Roborgh said Telecom had had no contact with his company after the scheme was announced on May 20 so normal charges were laid.
The company was hopeful the bill would be sorted. "There are always charges associated with the call but we are optimistic of a resolution to this," Mr Roborgh said.
The charges were probably made because customers paid to receive calls on their mobile phone as well as paying for the diversion service - but Telecom had only provided the latter for free.
Customers charging tolls to alternative companies may be in the same boat as Mrs Rowley.
She is one of more than 400 Telecom customers who have been affected by flooding and are having their calls diverted.
