2 degrees data pack renewals playing up again

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robjg63

868 posts

Ultimate Geek

Topic # 98779 6-Mar-2012 10:18
I signed up for a $6 (50mb) data pack on my prepaid phone around October last year. The first month their system went silly and took 2 $6 packs out and gave me 2x50mb data. I logged a complaint and they reversed the extra charge/data within a couple of days. Its been fine the last 2 or 3 months. This morning (I think the anniversary for the data is the 5th) I got a txt saying that my data was down to its last 10mb. (Actually it should have been around 30mb and I havent had 3G data switched on for around 4 days). This was followed with another txt at the same time saying that they had just auto-renewed my data pack this was probably correct. Six minutes later another txt saying they have just renewed my data pack - this is a double-up. I have checked my balance and its showing I have 100mb of data to use (should be 50mb) and my balance is $12 less than it was. I have reported it via the 2degrees complaint system - so hopefully it will get corrected. Is anyone else still getting these double ups etc? Come on 2 degrees - tell us what is happening. Love you and all that - but having a wobbly billing system isnt so good. ----------------------------------------------------------------------------------------------- Nothing is impossible for the man who doesn't have to do it it himself - A. H. Weiler

52 posts

Master Geek

Reply # 591104 6-Mar-2012 10:39
Hi Yes I have not had it work properly since I joined last year - initially it didn't autorenew at all then once that was "fixed" it has double dipped everytime since despite my logging the problem every month. Last month I didn't even receive any notification they had "corrected" the system for me - found it myself by checking the balance regularly etc. Still waiting for the "double dipping" from Saturday morning to be fixed. Murray

2099 posts

Uber Geek

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Subscriber

Reply # 591199 6-Mar-2012 12:40
robjg63: Come on 2 degrees - tell us what is happening. Hi there, as I mentioned in one of the other threads dedicated to this issue, there is a problem with system that is with the vendor at the moment. As frustrating as it is it is by no means trivial to track down and nail it. We have tried several options for workarounds and other ways to reduce the impact of the issue. Some have helped a bit, but none have actually solved the problem. I am unable to give you an ETA even if I want to, sorry. It has not been forgotten, and believe me it's even more annoying for me than it is for you! iPad + iPhone 4S + 2degrees 3G data 4tw! These comments are my own and do not represent the opinions of 2degrees.

659 posts

Ultimate Geek

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2degrees

Reply # 591281 6-Mar-2012 14:38
If you PM your # I'll check on the progress of the reversal. Again, apologies for the inconvenience caused. ^POB

68 posts

Master Geek

Reply # 591292 6-Mar-2012 14:56
An option to "lock" out your credit from been charged would be great - meaning you could elect that data would only ever come off your data balance, and never off credit (unless you choose to 'unlock' your credit for casual rates)

2302 posts

Uber Geek

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Subscriber

Reply # 591385 6-Mar-2012 18:42
I realise that it may not be workable in all circumstances, but I have found that an effective short term fix is to ensure that you only ever have sufficient prepaid credit for your data pack to renew once. From my own personal experience it appears that the problem only affects prepaid connections, and the system will not allow your balance to go below zero.

868 posts

Ultimate Geek

Reply # 592221 8-Mar-2012 11:18
alasta: I realise that it may not be workable in all circumstances, but I have found that an effective short term fix is to ensure that you only ever have sufficient prepaid credit for your data pack to renew once. From my own personal experience it appears that the problem only affects prepaid connections, and the system will not allow your balance to go below zero. Well that's a suggestion I suppose... Though in my case that would probably keeping the balance so low that I may have trouble making calls on the phone! Yes - I am on prepaid as well. I have been kidding my wife for a while to move over to 2degrees (better value packages etc) but she says 'only if they have a reliable billing system' - she is a software tester and has worked with more than one NZ telco (not 2 degrees I might add). I am afraid I am just giving her ammunition to stay with her current telco :-( I PMd 2degreescare on Tuesday afternoon as suggested above but as yet its still not fixed. ----------------------------------------------------------------------------------------------- Nothing is impossible for the man who doesn't have to do it it himself - A. H. Weiler

922 posts

Ultimate Geek

Trusted

Reply # 592230 8-Mar-2012 11:32
SaltyNZ: As frustrating as it is it is by no means trivial to track down and nail it. We have tried several options for workarounds and other ways to reduce the impact of the issue. Salty, I've had this happen to me a couple of times now (both times promptly resolved by 2Degrees). If you require any additional information to help diagnose the issue, feel free to ping me.

34 posts

Geek

Reply # 592609 9-Mar-2012 06:05
It's happened to me two months in a row it seems. Double bill for data pack. $40 dollars out of pocket. Support via email is painfully slow. My reference number is 2689348, if anyone with a wand can resolve this quicker than the week (?) its taken so far. The end of last year I stopped my auto top-ups due to the ongoing double up's and then forgot to top up and made the mistake of browsing. Thankfully, the good people at 2degrees forgave me, reversed the charges and allowed me to purchase my data pack. This act alone was enough to make me want to carry 2degrees babies to full term. But here I am wanting to cancel my auto top-ups again. All I want is a system I can rely on, that requires virtually no maintenance.