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Topic # 93846 30-Nov-2011 20:07 Send private message

I currently have a fight on my hands with 2degrees regarding a billing anomaly that has occurred over the last month or so. My problem relates to a brief period of time when prepaid credit was drawn down from my account balance for data usage which occurred when I had an active mobile broadband pack and was comfortably inside their coverage territory (central Wellington). 

Despite an initial admission of liability, my three phone calls, and more than three weeks of waiting they don't seem to be terribly interested in crediting back the over billed amount so I am now weighing up my next options. Admittedly the dollar amount concerned is only $22 so in that respect it's not a big deal, but I am going to keep pursuing it as a matter of principle.

At this point what I'm interested to know is whether anyone else has experienced this problem. In my case the problem is obvious by logging into the 2degrees web site, viewing the data transaction history, and observing that data charges have occurred during the period of the 13th of October to the 17th of November during which time I was within the Wellington region. If the problem is isolated to my account then the Disputes Tribunal is probably the best place to recover the money, but if the problem is more widespread then a complaint to the Commerce Commission may be a more appropriate course of action.

If anyone has any experiences that they wish to share then it would be much appreciated. 

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  Reply # 552538 2-Dec-2011 10:57 Send private message

Hi Alastair

JFI each live data session or app will reserve a portion of data and will take from a data pack first, and if there isn't enough balance it will take it from your Prepay or Pay Monthly 'cash'. which looks like what's happened here.

We're happy to refund any incorrect charging and in most cases re-rate the usage as if you had a data pack to make the charges smaller. However it can take 2-3 working days to get issues like this resolved by our Customer Support team and sometimes longer in complex cases.

Please can you PM your 2degrees number so I can look into this further.

Cheers
^POB



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  Reply # 554190 5-Dec-2011 18:49 Send private message

Just as an update to this, 2DegreesCare has been in touch and resolved my problem this afternoon. I'm still disappointed at the poor communication up to this point, but full credit to them for picking up on this post and swinging into action to achieve a happy ending.

I have been advised that the over billing occurred due to my iPad operating multiple data sessions beyond what my connection was set up to handle. I don't really understand the cause or implications of this, but if anyone has any insight then please feel free to share it. Suffice to say 2degrees have increased the maximum number of data sessions available on my connection to prevent this problem from recurring.

As far as I can see the mobile broadband terms and conditions do not make any provisions for incurring additional charges as a result of opening multiple data sessions so I still encourage other users to check their transaction histories and challenge any irregular charges. 

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  Reply # 557262 13-Dec-2011 07:26 Send private message

I had what sounds like a similar occurrence earlier in the year.

Paid for a data pack while I was in Sydney, didn't use it all, but was charged the international data rate for one of two MMS'es that were sent at the same time (the other one was charged at the special rate, 89c or whatever it was?).

I ended up dealing with somebody in the back office who I couldn't call directly, and eventually it wasn't worth the hassle of having to keep explaining that no, I hadn't used up my data pack because I came home with half of it left etc etc and I gave up. I have to say it's been my only negative experience with 2degrees so far though.

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  Reply # 557268 13-Dec-2011 07:50 Send private message

julianz: I had what sounds like a similar occurrence earlier in the year.

Paid for a data pack while I was in Sydney, didn't use it all, but was charged the international data rate for one of two MMS'es that were sent at the same time (the other one was charged at the special rate, 89c or whatever it was?).

I ended up dealing with somebody in the back office who I couldn't call directly, and eventually it wasn't worth the hassle of having to keep explaining that no, I hadn't used up my data pack because I came home with half of it left etc etc and I gave up. I have to say it's been my only negative experience with 2degrees so far though.


You should have been refunded for that. There was a specific problem with MMS data for a few weeks before we picked it up. PM me (or POB) your number so we can chase it up.




iPad Air + iPhone 5S + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

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