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# 237543 6-Jun-2018 20:12
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So I signed up to 2degrees' $55 plan, one for my wife, one for myself on the 30 March this year, because they were doing a promotion for 50% off for six months during the Easter weekend.

 

During the sign up process, the sign up page did say the discount may not apply until the second bill.  I am OK with that.

 

The first bill was in fact non discounted, no problem.  Second bill arrived today, full price again! $55.

 

Just called 2degrees, explained to the gent that both me and my wife are having the same problem (a bill of $55 each).  I explained to him that I signed up on the 30 March with the promotion, and I asked to have this month's bill regenerated, with the 50% discount, and I will pay the remaining 50%.  I also asked him to make sure the remaining discounts will be applied automatically, so I don't need to call (and listen the same music again).

 

--> funny thing about the music, part of the lyric said "we are back to square one".  This does sound like my current situation.

 

The gent said this cannot be done.  He needs to forward this to another team and they will apply the discount in a few days time, so my next bill will have the first discount.  And I have to pay this month's bill in full.

 

I explained to him this is unacceptable, I was promised the discount will be applied from the second bill, at the latest.  I do not want to wait till the next month for the discount to be applied (who knows whether I will have the discount applied in the next few days on next month?).  And with customer service and/or billing system problem like this, I want to get my six discounts ASAP, so I can switch sooner if I want.  Don't want to wait an extra month for this.

 

@2degreesCare , can you help?  I believe among Spark, Vodafone and 2degrees, you guys should have the latest and greatest billing system at your disposal?  How come you cannot adjust a bill that was generated with error by you guys in the first place?  And insist the customer should pay a bill with error?

 

Also, I ask the gent to email me the case number / reference number for my case, and my wife's case.  He said this cannot be done and I need to write it down with pen and paper.

 

@2degreesCare, please help.

 

 


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637 posts

Ultimate Geek


  # 2031061 6-Jun-2018 20:31
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Unrelated to mobile but I feel your pain, from the minute snap merged with 2D I had problem after problem with my billing cycle, best thing I did was move internet provider.

Waiting times were atrocious as well 90% of the time I would get cut off whilst waiting. In saying that when I was on 2d mobile I had no issues with billing.



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  # 2031078 6-Jun-2018 21:09
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May be 2degrees billing and I don't get together well.  I remember back quite few years ago I bought a 2d prepay sim and buy the $99, 12GB for 6 month in zone data pack for her to use on her iPad.  More often than not the auto renew does not work so I was charged casual rate for sometime.

 

I have to work around it by disabling auto renew and make sure I don't have much credit in the account, so the worst case scenario is that I would not lose much money due to casual rate.  And then I have to set up a reminder on my phone, to get up early in the morning the day after the pack expire, top up $99 or $100, and then buy the pack again.

 

And another reminder to remind myself to turn off auto renew a few days later, just in case I forget and then auto renew fails again in just under six month's time.

 

 

 

Seems nothing has changed.


 
 
 
 


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  # 2031092 6-Jun-2018 21:50
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it's a hangover from Snaps billing system and it has always been a dogs breakfast , the only plus is that it is usually correct in the end but without any logic to it.





Common sense is not as common as you think.


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  # 2031193 7-Jun-2018 08:32
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Do you have written confirmation of the deal that you were originally offered?

 

If so then don't pay the bill in full. Pay the amount that you believe you owe, then send them a remittance advice stating the amount paid and why, and evidence of the deal that you were originally offered.

 

It is absurd that they expect you to lend them money while they sort out their billing mess.


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  # 2031196 7-Jun-2018 08:42
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2Degrees could have the latest and greatest billing system but this sounds like human error not a system error,

 

The system is billing as instructed and you can't code human error out

 

John


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  # 2031218 7-Jun-2018 09:08
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Hi AKLWestie

 

We're keen to look into this for you and put things right. Please can you PM yours and your wife's mobile numbers along with her name and 4 digit PINs for authentication. Can't say from here what went wrong with the discount being delayed until the 3rd month but customers will receive 6 full months when the discount is applied. 

 

Regards

 

^POB


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  # 2031277 7-Jun-2018 10:15
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Linux:

 

2Degrees could have the latest and greatest billing system but this sounds like human error not a system error,

 

The system is billing as instructed and you can't code human error out

 

John

 

 

I agree; I've been with 2D since launch, and only recall one billing error which was done to a simple human mistake, quickly corrected once spotted. While it's a nuisance to have to chase things down, I don't think there is any intent on 2D's part to deceive or deny.





________

 

Antonios K

 

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  # 2031311 7-Jun-2018 10:55
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I had a billing error a few years back, a plan change resulting in the system burping and billing me thousands - 2D fixed it quickly and with no need to chase up. I must also add that as prices have dropped 2D automatically moved onto cheaper plans. So my experience with them has always been positive.




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  # 2031646 7-Jun-2018 19:43
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Happy to report that I got a call from Paul (^POB) this morning and the problem is now resolved.  =-)


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  # 2031722 7-Jun-2018 21:13
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I've been with them since the Snap days and have nothing but good experiences. I'm a networks/security guy and find dealing with their helpdesk and absolutely pleasure (and if I have to ring up it's usually a fairly sticky problem).


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  # 2031867 8-Jun-2018 08:38
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I have removed a number of off topic posts between @michaelnz and @linux. Keep your personal debates to yourselves.

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