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Topic # 101944 12-May-2012 12:14 Send private message

Its the third month in a row that 2degrees have double charged me for a 1gb top-up.

And each month the same promise "...this continuing issue for investigation and credit you back the value of...".

This month I'm now being quizzed to prove my identity via email, two forms of ID, asking for date of birth etc. Something that most certainly did not happen the last three months I asked for the credit, nor the incident last year.

"Once you have been authenticated we will be able to refund one of the 1gb packs and send the issue to our technical team in order to prevent this happening again."

I'm starting to doubt 2degrees ability to find and resolve this issue. I have no doubt in my mind if I remain with 2degrees that this will happen next month as well. How old is this issue now?

Hell, this month when I logged in to the 2degrees website to file my ticket I selected 'Phone Call', rather than email. Why am I being emailed at all?

All I want is a fire-and-forget mobile service, with a auto top-up and a auto 1gb pack. Where, each month I don't end up having to email, barter, plead and eventually wait 10 days before getting the money back.

Keep the 20 bucks. Time for me to take my complicated and exhaustive list of demands to someone else who isn't inept.

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  Reply # 623977 12-May-2012 12:59 Send private message

The underlying cause of this particular billing fault is very complex and unfortunately 2degrees engineers haven't been able to implement a quick fix despite the problem being widespread. Having said that you'd think that the customer service team would have enough awareness of the fault to have a streamlined process for crediting back the duplicate charges and, more importantly, to avoid setting unrealistic expectations that the problem 'won't happen again'.

z2k

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  Reply # 623983 12-May-2012 13:17 Send private message

OP, if you don't mind can you let me know what your set up is?

You mentioned that you have atu and a 1gb pack. Is your credit card charged twice or your prepay balance?



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  Reply # 623987 12-May-2012 13:31 Send private message

Hi,

1x $25 credit card monthly top-up.
1x 1gb data pack monthly.

The idea is, 1gb of data and $5 left to call and text as I wish.

Its the prepay balance that gets eaten. No issue at all with the credit card charges.

I'm pretty tired of chasing this up each month, I am not even sure I was credited for last month.

You can follow my email and now complaint, as you can see I've lost all humour with this issue and now just want to yell at someone:#4A6E11341-1422EC


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  Reply # 624013 12-May-2012 14:40

Well you have made the best step coming here, you should make a post on their fb wall too. 2d hate bad publicity and will try to fix it asap.




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  Reply # 624048 12-May-2012 16:28 Send private message

There has been an ongoing data pack double recurrence issue for a few customers. We have raised the issue with our vendors to get a resolution as soon as possible. We apologies for the inconvenience caused so far.

Please can you PM your number and I'll look into it.

^POB

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  Reply # 624059 12-May-2012 17:02 Send private message

michael001: Hi,

1x $25 credit card monthly top-up.
1x 1gb data pack monthly.

The idea is, 1gb of data and $5 left to call and text as I wish.

Its the prepay balance that gets eaten. No issue at all with the credit card charges.


Risking confusing things... You say in the first post you have been charged twice for the pack, now you say the prepay balance gets eaten. 

Does this mean you have enough balance for two data packs, and two are being taken from the balance?

Anyway, contact POB via PM and let this be taken care off.






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  Reply # 624066 12-May-2012 17:10 Send private message

freitasm:
michael001: 

Its the prepay balance that gets eaten. No issue at all with the credit card charges.


Does this mean you have enough balance for two data packs, and two are being taken from the balance?


What you have described above is the normal pattern of behaviour for this particular billing fault. 

A good workaround is to only hold a sufficient prepaid balance for one data pack renewal to take place, but that solution may not be feasible in cases where people need to have a sufficient balance to fund other services. 

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  Reply # 624096 12-May-2012 19:24

freitasm:
michael001: Hi,

1x $25 credit card monthly top-up.
1x 1gb data pack monthly.

The idea is, 1gb of data and $5 left to call and text as I wish.

Its the prepay balance that gets eaten. No issue at all with the credit card charges.


Risking confusing things... You say in the first post you have been charged twice for the pack, now you say the prepay balance gets eaten.?

Does this mean you have enough balance for two data packs, and two are being taken from the balance?

Anyway, contact POB via PM and let this be taken care off.




I am confused... How is taking money from your pre pay balance anything to do with a second 1gb pack? Do you call or text?




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  Reply # 624097 12-May-2012 19:25 Send private message

The problem is that he's subscribed to only one pack, but two packs are being charged.






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  Reply # 624134 12-May-2012 20:58 Send private message

freitasm: 

Does this mean you have enough balance for two data packs, and two are being taken from the balance?

Anyway, contact POB via PM and let this be taken care off.



Yes sorry, that is exactly what is happening. I even get 2 texts from 200 to happily congratulate me on the successful top-ups.

I guess it gets confused for me due to the fact that I auto top-up from a credit card around the same time. Though I have taken alasta's advice and stopped that now. I will reduce my balance and try keep it between $20 and $40.

I have sent a PM.

I feel sorry for the man who does not know about Geekzone and has to continue through the time consuming process of customer service each month.

mwh

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  Reply # 624494 13-May-2012 19:15 Send private message

If I'm getting the "Thanks! We've just auto-renewed ..." messages twice, does that mean I'm experiencing this as well? I actually appear to have four of them in two days this month.

The website also tells me I have -151.37 MB expiring last week. And that I am on the 100MB pack, which I am not. And the balance doesn't add up either, nor the data accounting. So I suppose that is a yes. I am pretty appalled that they are apparently doing it knowingly.

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  Reply # 624851 14-May-2012 13:56 Send private message

Same happening every month for me too. Latest thing they seem to have done to me - with no contact whatsoever is on Saturday received multiple txt's to say renewed again (2 days after the last auto renew double dipped and I complained) and that auto renew is now turned off! They did seem to credit my balance with what they took over and above what I should have paid this time around - but now they have stopped the auto renew so I have to now remember to enable it again next month or risk casual data charges!
Also on their website there is no record of debits from your balance for any datapacks (Well not that I can find!) and consequently no record of their credits when it does double dip.
I must say POB (2DegreesCare) on here has been the most helpfull unlike the Call Centre, email or OnLine LogAProblem - of which I have never had any replies!
Murray

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  Reply # 624862 14-May-2012 14:04 Send private message

I got so hacked off with it that I cancelled my auto topups entirely.

I am just wondering how many people are getting 'double dipped' and not realising as I'm sure my wife's credit was rattling through too quickly at one stage.

For all the geeks on this site that pay attention to this sort of thing there must be hundreds if not thousands that don't so what happens then? Is there some sort of retrospective clean up.....................I almost bet there isn't but maybe I just being too harsh/cynical?

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  Reply # 624896 14-May-2012 14:40 Send private message

About two months ago I had nearly an identical problem. Sufficient yelling at them got a credit back *and* a free 1gb pack and the problem has not reoccurred for me.

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  Reply # 624914 14-May-2012 15:04 Send private message

Funny I actually have the reverse. $21 a month gets added to my account and it never autobuys. I guess in lucky I never have enough for 2 packs in there as you could bet your bottom dollar that the auto renew would work that month.




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