This is actually in regards to my sister's phone, with the number xxxxxxxx. The helpdesk cannot solve this due to monday because there is no supervisor available and currently she cannot send or receive calls or messages, making this an urgent issue and a very bad reflection on 2degrees, who we have previously been happy with.
Some background: A few months ago, she switched to pay monthly, and used it for 3 months automatically paying by visa. Then she left for australia for 3 weeks so had the phone switched back to prepay over that time, and switched back to pay monthly when she came back.
Now, her phone has been cancelled due to an outstanding charge from 3 months ago, even though she has her visa setup on the account and her 2degrees mobile was never called to advise of the impending cancellation (our landline was called once when we were out but the message didn't mention anything like this). Does it cost 2degrees too much to call their own mobiles or something? And why didn't they just charge her visa, which was already authorized for this and had been charged 3 times for previous service?
According to the helpdesk, who she just called, what happened is that a $60 payment from her ended up on the prepay account rather than the postpay account. So she did actually pay all the charges and it was a stuff-up in the 2degrees system that lead to it thinking the account was in debt.
The helpdesk cannot resolve this till monday, and it will certainly leave a lasting impression of 2degrees as a incompetent provider if they leave her out of contact for 2 days from their own mistake.
1) 2Degrees' system for switching between prepay and postpay sucks, and the helpdesk should not be doing it for people until it is resolved. The switch should be done without creating a new account to eliminate the possibility for problems like this.
2) An account should never, ever, ever, ever, be shut off without at least calling the number in question several times!!!
3) Staff that are high-up enough to authorize moving credit between accounts, annulling charges etc NEED to be available on weekends. For stuff that reflects this badly on the company management should be available.
Thanks for reading this, please restore my faith in 2degrees (my whole family has switched) by resolving this quickly and providing some significant compensation to my sister for this error, solely on 2Degrees' part.