Billing problem

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Billing problem

Maguire84

1 post

Wannabe Geek

#106472 24-Jul-2012 19:51

Paid my bill twice by mistake in june. Apparently one payment got rejected (went out from my account twice). Next bill said I'd paid twice and that one had been refunded (not to my account). Was told that customer support would pass onto a supervisor and action within 24 hours (4 days ago). Contacted customer support several times to sort it but never heard back, phone has now been disconnected and I'm in aussie and can't ring customer support. What can I do?

johnr

19282 posts

Uber Geek
Inactive user

#661337 24-Jul-2012 21:45

2Degrees have some very helpful staff on Geekzone send one of them a PM with some INFO

2DegreesCare & SaltyNZ knows his stuff

John

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#661739 25-Jul-2012 13:31

Thanks John.

Please PM me with your 2degrees #, Account #, address and DOB (for authentication) and the details of the overpayment.

Thanks
^POB

dauckland

290 posts

Ultimate Geek

Trusted

Lifetime subscriber

#663016 27-Jul-2012 16:44

I am having some billing issues as well.
Switched from prepay to monthly in June and I have random data usage being charged at casual rate, despite having loads of free limit still left.
Plus when I log into my account today (27th) this is what I see:

Postpay Plan Data(206.55 MB will expire on 26 July 2012) 1330.55 MB

Hmm, so it will expire yesterday but it's still on my account???
Something isn't right.

Damian

menabassily

434 posts

Ultimate Geek
Inactive user

#664072 30-Jul-2012 16:24

Same problem here, I have been billed partially for the $39 plan and the $89 plan in one bill for one plan cycle while I haven't got the $89 plan's minutes or data until the end of the cycle.

I have called them a few days ago and I haven't heard back yet, on the phone for about 15 minutes now trying to talk to someone and see the progress.

Also my account seems to be frozen, data and minutes are the same since yesterday including:
"192.70 MB will expire on 29 July 2012" while it's the 30th of July.

Not sure what's going on there.

Oh wait, now I'm talking to one of their customer support rep. Will let you know when I know something.

menabassily

434 posts

Ultimate Geek
Inactive user

#664078 30-Jul-2012 16:43

Ok, 30 minutes on the phone trying to explain that I haven't got the $89 plan data or minutes loaded in my account which I am being charged for.

The Customer Support rep told me that I have, and I have used some of the, but finally when counting my remaining minutes from the previous month (66.35 mins) and the minutes I have actually used (53.65 mins) a total of 120 minutes, which is the minutes I get for the $39 plan not the $89.

Finally she is convinced that I am being wrongly charged and it's not my fault, so she has marked my case with "urgent" and said someone will contact me back in 24 hours (sigh, I recognize this) to explain more.

I have told her that my account seems to be frozen since yesterday but she didn't give any response to that.

I'm currently considering filing a claim, void my contract and go back to prepay. Even if I have to return the phone. I don't need this hassle every 10 days.

2DegreesCare, can you help with this? I would appreciate it if you can let me know if I can go back to prepay without paying the contract fees due to the circumstances?

dauckland

290 posts

Ultimate Geek

Trusted

Lifetime subscriber

#664257 30-Jul-2012 21:34

I thankfully had my charges refunded, so I'm good.
And the account seems to show the correct allowance.

On a side note I had the most bizarre suggestion/request from the customer support guy.
After asking me what type of phone I have he then said:
"Please remember to turn mobile data off when you don't use it".
Hmm, a gig of free data (more than I need, I think) and a smart-phone. Isn't always-on data the whole point???
Very odd.
Damian

menabassily

434 posts

Ultimate Geek
Inactive user

#664427 31-Jul-2012 10:53

dauckland: I thankfully had my charges refunded, so I'm good.
And the account seems to show the correct allowance.

On a side note I had the most bizarre suggestion/request from the customer support guy.
After asking me what type of phone I have he then said:
"Please remember to turn mobile data off when you don't use it".
Hmm, a gig of free data (more than I need, I think) and a smart-phone. Isn't always-on data the whole point???
Very odd.
Damian

Actually this is a valid concern, if you have turned the Google and/or Samsung backup and restore feature, it will send information about every txt, contact or settings update you make to their server to keep the backup up to date. I have used this feature yesterday when I have done a factory reset, and combined this with Titanium Restore, I have got my phone in the exact state before the factory reset. Only with 2 big problems fixed:
1- Play store server error when trying to update/install apps.
2- Trying to solve the first issue I have ended up with my phone not connecting to mobile data.

So yeah, quite useful tools but will use data.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Note that to use Quic Broadband you must be comfortable with configuring your own router.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#664699 31-Jul-2012 15:53

menabassily: Ok, 30 minutes on the phone trying to explain that I haven't got the $89 plan data or minutes loaded in my account which I am being charged for.

The Customer Support rep told me that I have, and I have used some of the, but finally when counting my remaining minutes from the previous month (66.35 mins) and the minutes I have actually used (53.65 mins) a total of 120 minutes, which is the minutes I get for the $39 plan not the $89.

Finally she is convinced that I am being wrongly charged and it's not my fault, so she has marked my case with "urgent" and said someone will contact me back in 24 hours (sigh, I recognize this) to explain more.

I have told her that my account seems to be frozen since yesterday but she didn't give any response to that.

I'm currently considering filing a claim, void my contract and go back to prepay. Even if I have to return the phone. I don't need this hassle every 10 days.

2DegreesCare, can you help with this? I would appreciate it if you can let me know if I can go back to prepay without paying the contract fees due to the circumstances?

Hi there

Checking your account I can see the full months allocation mins and data there and all looks ok.

JFI when customers upgrade during their billing cycle we'll give you 'pro-rated' allocation of extra data and mins, depending on when the billing cycle ends/begins.

If you dial *100*4# you'll see the options to check your balances.

There was an issue with the 1GB MBB bonus for customers in Wellington on the Touch2Pay deal, however I've been informed that's been fixed now.

Cheers
^POB

menabassily

434 posts

Ultimate Geek
Inactive user

#664717 31-Jul-2012 16:19

2DegreesCare:

Hi there

Checking your account I can see the full months allocation mins and data there and all looks ok.

JFI when customers upgrade during their billing cycle we'll give you 'pro-rated' allocation of extra data and mins, depending on when the billing cycle ends/begins.

If you dial *100*4# you'll see the options to check your balances.

There was an issue with the 1GB MBB bonus for customers in Wellington on the Touch2Pay deal, however I've been informed that's been fixed now.

Cheers
^POB

First of all thanks for looking at my case.

That's exactly what she said, however if you look at this, which is a screen shot taken a minute ago from my account (2degrees website):

You will see that I have 66.35 minutes unused from last month. Add this to the 53.65 minutes I have already used (make sure you don't count the 0800 numbers) and you will end up with 120 minutes exactly. Which matches my $39 plan:

I have explained this story so many times now, and I am still waiting for my "in 24 hours" call back with a solution as promised.

It seems that everybody I have talked to form 2degrees, assumes that I am trying mistaken because the system says so. Why would I be lying about this.

menabassily

434 posts

Ultimate Geek
Inactive user

#664738 31-Jul-2012 16:36

Ok, I see what happened now, you are talking about my current month and I am talking about the previous month (which I am being billed for)

Update:

I just received a very friendly call from 2degrees, they offered to transfer the minutes and data I haven't got last month and being billed for to my current month as a fix to this problem but I asked to pay only for what I've got last month instead ($39 instead of $61.05). He has promised to credit my account with the difference between the two amounts which allows me to pay only the $39.

I am glad this has been solved, and again I don't mean to be mean or pushy, just out of frustration with the few issues I've had in my first month, and first bill of my 24 month contract.

Thanks 2DegreesCare for your help as well, I am not sure if that was you on the phone. Let's just hope that this is the last of the problems.

menabassily

434 posts

Ultimate Geek
Inactive user

#664742 31-Jul-2012 16:43

Ok, I have just checked my account, looks better now, the balance owing is $39 Wohoooooooo, and it seems they have also added the minutes I was supposed to get last month too (158 minutes I think).

This is a nice gesture, thanks for that 2degrees.