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100 posts

Master Geek
+1 received by user: 2


Topic # 111991 22-Nov-2012 08:53 Send private message

Is it only me or do other people find it a nightmare trying to work out snaps accounts sometimes..
Especially when you see these reversed charges, added charges etc..
I checked my account today to find snaps accounting system had a hic-cup and had not taken enuff money from me (easily fixed my ringing snap and doing a manual payment), seems the computer got confused by the reversed charges due to the changes of data etc..
Why can't accounts be nice and simple to read for us :) :)

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355 posts

Ultimate Geek
+1 received by user: 24


  Reply # 721120 22-Nov-2012 09:03 Send private message

Yes, they aren't well put together. But they make sense once you figure them out.

They could be designed much better, but it appears they were designed by finance? :)

31 posts

Geek


  Reply # 721305 22-Nov-2012 13:37 Send private message

I've given up trying to work them out, they are a mess.

7348 posts

Uber Geek
+1 received by user: 408


  Reply # 721313 22-Nov-2012 13:53 Send private message

I think telcos bills are universally difficult to understand. Telecoms are very complex, although they have improved them.

1851 posts

Uber Geek
+1 received by user: 244


  Reply # 721314 22-Nov-2012 13:56 Send private message

Snaps way of handling changes to the addon data packs is a bit confusing, but I'm pretty sure when I sat down and figured out what they were doing it worked out correctly.

1767 posts

Uber Geek
+1 received by user: 45

Trusted

  Reply # 721344 22-Nov-2012 14:30 Send private message

I have only recently changed my data plan with snap from something like 200GB to 100GB per month.
They will be giving me a refund or reverse charge for the change.

I thought that was great because my last ISP (Slingshot) would only make the change at the start of the next billing round, Snap gives me the services that I want, when I want them.

Even if there is a little confusion (due to uses making changes to there accounts all the time) it's still the best system I have seen in NZ, thanks Snap for being so simple and not hiding loop holes in the fine print.

gjm

671 posts

Ultimate Geek
+1 received by user: 72

Subscriber

  Reply # 721360 22-Nov-2012 14:52 Send private message

yup I had the same problem as you today. Normal charges, reversed charges, charges for January. NFI whats going on except that its about $30 more than normal for some reason. Have flicked them an email to ask them to explain it to me. Love the rest of the service but really wish they would understand that most of their customers arent accountants.




[Amstrad CPC 6128: 128k Memory: 3 inch floppy drive: Colour Screen]

49 posts

Geek


  Reply # 721363 22-Nov-2012 14:58 Send private message

Same thing happened on my account. They reversed a data add-on charge at the end of last month for no apparent reason and then added it back on this month.

I think it's just too confusing how they double reverse charges and then add the new supplement charge twice. My Payment history is just a confusing spam of reversal and additions...



647 posts

Ultimate Geek
+1 received by user: 6

Trusted

  Reply # 721365 22-Nov-2012 15:00 Send private message

Everytime I call about that part of the website even the employees cringe having to work things out




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49 posts

Geek


  Reply # 721452 22-Nov-2012 17:19 Send private message

Actually, to compensate for my mild qq earlier, I should also mention that I too LOVE that Snap make it so easy to add/remove data add-ons, etc. And if a somewhat convoluted payment history is the net result of that flexibility, then it's all good!


I was with Telstra, in Australia, a few years back. And once the small and expensive data allowance was exceeded you were speed limited with absolutely NO way of getting additional data until the monthly roll over. Used to drive me nuts. Like please let me give you money!

Thank God for small, progressive ISPs.

2228 posts

Uber Geek
+1 received by user: 29


  Reply # 721473 22-Nov-2012 17:48 Send private message

+1 my bill is a mess, I wonder if I've been overcharged but it's so complicated.




HTPC - Intel i3-2100 / 12GB DDR3 / GA-Z77X-UD5H / HD4670 1GB / HVR2200 / 750GB + 4 x 3TB / Win 7 x64 / MediaPortal 1.5
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195 posts

Master Geek
+1 received by user: 5


  Reply # 721619 22-Nov-2012 23:45 Send private message

It's pretty simple you got more data for free. Hence a credit for your old addon then were charged back the same amount for more data. The amount is the same yet I have 40GB more each month. Sounds like good accounting to me.

1028 posts

Uber Geek
+1 received by user: 117


  Reply # 721628 23-Nov-2012 01:43 Send private message

fellaintga: It's pretty simple you got more data for free. Hence a credit for your old addon then were charged back the same amount for more data. The amount is the same yet I have 40GB more each month. Sounds like good accounting to me.


That's fine for you but not everyone has that kind of charging happening. My account is a complete mess and has nothing to do with crediting for an old addon and adding back for a new one. I've been waiting to hear back from Snap as to why I have been charged the same amount every month yet one month I was charged $30 more despite never using all my data or paying for unlimited nights or whatever. They couldn't tell me when I phoned & were going to look into it and call me back. 
If they don't understand the account, and I don't, then there is something wrong with the way they do the accounts.

699 posts

Ultimate Geek
+1 received by user: 143

Trusted
Snap Internet

  Reply # 721862 23-Nov-2012 14:00 Send private message

Elpie: That's fine for you but not everyone has that kind of charging happening. My account is a complete mess and has nothing to do with crediting for an old addon and adding back for a new one. I've been waiting to hear back from Snap as to why I have been charged the same amount every month yet one month I was charged $30 more despite never using all my data or paying for unlimited nights or whatever.


Hey Lynne,

Could you email into [email protected] with an explanation of the charges so I can look into this directly for you?

Thanks!

^AL




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^MC Michelle - Technical Lead
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



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