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Topic # 94418 10-Dec-2011 11:54 Send private message

This morning I've been reading through the document entitled "2degrees Value Pack Terms & Conditions" to try and clarify my understanding of how these things are supposed to bill, and there are some interesting things lurking in the detail. In particular:

 - Prepaid customers will have their data pack automatically renew upon expiry of that data pack, whereas account customers will have it renew upon the commencement of their next billing cycle even if they purchased the data pack part way through a billing cycle.
 - Prepaid customers will have their data pack automatically renew when the data quota is almost entirely consumed, but this does not apply to account customers.
 - If a Mobile Broadband pack (I think this refers to "in canopy" packs) runs out of its data quota and, for whatever reason, does not auto-renew then data will be charged at 10c per megabyte instead of the "prevailing rate" until the data pack reaches its expiry date. 
 - A Value Pack (my interpretation is that this covers both National and in canopy packs) will always be be consumed  before any data bundled with your monthly billed plan.
 - If a prepaid user has insufficient credit for a data pack to auto-renew then the auto-renewal will still occur upon paying a sufficient amount onto their prepaid account, provided that this is done within 14 days of the data pack's expiry date.

If you're a 2degrees data user then I would encourage you to download these terms and conditions and read them if you haven't already. I have a strong feeling that a lot of this detail is probably not widely understood by 2degrees' customer base.

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  Reply # 556386 10-Dec-2011 16:03 Send private message

I think another to add to this is the "19 combo" and "text pack"

19 combo  Tc&Cs
9. If you do not have enough Re-charge Credit on your Prepay Account to pay for your recurring
Combo Pack on the Combo Renewal Date, the Combo Pack will not renew and will go on hold
for 14 days from the Combo Renewal Date.

10. If you top up your Prepay Account with sufficient Re-charge Credit while your Combo Pack is on
hold, the Combo Pack will automatically renew  and future renewals will continue to occur on the
original Combo Renewal Date.
If you do not top up your Prepay Account within the 14 days
your Combo Pack will be cancelled and you will need to re-subscribe to the Combo Pack if you
wish to purchase it again.


This i've been told is why I'm charged for a 19combo twice in just over two weeks! and is still had plenty of my "renewal" pack available when i was charged for the second. 

I know that changing to a one month cycle over the 30 day cycle is to keep everything nice and consistent - but this double charge effect was also on the $10 text pack waay before the same date of every month cycle

gzt

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  Reply # 556574 11-Dec-2011 11:43 Send private message

vita:

10. If you top up your Prepay Account with sufficient Re-charge Credit while your Combo Pack is on hold, the Combo Pack will automatically renew and future renewals will continue to occur on the original Combo Renewal Date. If you do not top up your Prepay Account within the 14 days your Combo Pack will be cancelled and you will need to re-subscribe to the Combo Pack if you wish to purchase it again.

This i've been told is why I'm charged for a 19combo twice in just over two weeks! and is still had plenty of my "renewal" pack available when i was charged for the second.?

Thanks for that. Unsubscribing from auto renewal is the fix I guess.

Would I have to have to unsubscribe immediately after every purchase or does it remember the setting for the pack type?

I know that changing to a one month cycle over the 30 day cycle is to keep everything nice and consistent -

Maybe it is a limitation of their existing billing system. This behavior is not naturally what a customer would expect. But it seems a bit rough if it is correct that the info is only in the fine print.

but this double charge effect was also on the $10 text pack waay before the same date of every month cycle

I don't understand this part. Is that not just because you used it up and it renewed? or is something else happening there?

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