Autorenewal dissatisified

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

nthcode

5 posts

Wannabe Geek

#111359 31-Oct-2012 15:44

I went over my data monthly usage and bought a 50MB data pack for temp use, and the autorenewal hits me.

Looking for inputs, I'm not saying that I must be right, but I'm sure I do have a point.
Just checked the forum a bit and found that the low definition 12GB was 35MB which is 0.2%
but for a 50MB it's 10%, that doesn't make sense to me.

sent an email to 2deg:

This morning I just discovered my national data pack was automatically renewed before it was finished.

I do realize you sent me a message telling me it would be done when data is "almost out" or next month., what I didn't know was that your definition was 5MB. Technically you can easily auto renew it when it hits the final few KB. Sure the 5MB auto renewal condition is buried under your terms and conditions in a PDF file online, however, as a customer I'm dissatisfied when you do have the obligation to make it clear to me. Even your customer representative had to look it up when he was answering me. (#REF: XXXXXX, XX/XX/XXXX XX:XX)

For general phone use cases it is unlikely for a customer like me to go online to check your definition when you can easily make it clearer by changing "when almost out" into "under 5MB" in the text message you sent me when I applied.

I've stopped the plan immediately after I received the notification and stopped the data connection on my phone until I get the renewal of the plan removed, for which I still have 54.42 MB left.
Hopefully I can see an improved notification when I'm buying a plan.

BTR

1527 posts

Uber Geek

#710207 1-Nov-2012 08:53

By using the data you have agreed to their terms and conditions, plus if you got the warning text and didn't do anything about it then its also your problem.

My ISP for DSL at home does't send me a warning until I have hit 100% of my data cap. Yes its probably not good customer service but thats how they operate so I have to adjust they way I monitor my usage to deal with that. The same will apply to you and your data packs I'm sorry to say.

2D terms and conditions for data packs (One second pages of the document)

Applicable to Prepay Customers purchasing a Recurring Data Value Pack
5. If your purchase a Data Value Pack that is recurring, your Data Value Pack will automatically recur on the earlier of:
a) the end of its Validity Period as set out in the table in paragraph 4 above (e.g., if you purchase a Data Value Pack with a Validity period of one month on 5 July, your Data Value Pack will automatically renew on 5 August); or
b) for Mobile Broadband Data Packs, when you have 105MB or less of data available on your Mobile Broadband Data Value Pack; or
c) for National Data Packs, when you have 5MB or less of data available on your National Data Pack,

nthcode

5 posts

Wannabe Geek

#710457 1-Nov-2012 15:04

Since you mention it I just look it up and found the warning msg was misleading likehell too, and probably that's why I ignored it.

Your National MBs are getting low. You have less than 10MBs left before you'll return to our std rates. To buy another Pack txt 'buy50mb' to 233.

Yeah I guess if you only look at the paper works they do have their legal end covered, but I thought there were consumer protection for these kinda things? It's like a misleading commercial lol.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#710488 1-Nov-2012 16:19

Hi there

By renewing the pack (105MB for MBB, 5MB for Nat Data) before you hit your exhaustion makes sure you continue your data session using the better value rate.

We try to let you know by text when you're low, 10MB for National Data packs and 50MB for MBB data packs however you can turn these off by texting 'STOP low' to 233.

Here's more info - http://www.2degreesmobile.co.nz/help/account-notifications

Hope this helps.
^POB

nthcode

5 posts

Wannabe Geek

#710724 1-Nov-2012 22:21

2DegreesCare: Hi there

By renewing the pack (105MB for MBB, 5MB for Nat Data) before you hit your exhaustion makes sure you continue your data session using the better value rate.

We try to let you know by text when you're low, 10MB for National Data packs and 50MB for MBB data packs however you can turn these off by texting 'STOP low' to 233.

Here's more info - http://www.2degreesmobile.co.nz/help/account-notifications

Hope this helps.
^POB

Thanks a lot, I didn't know that you can get extra data for lower rate and it's very nice of you having staff around here looking after your customers.

Don't wanna get into too much details yet since I'm waiting for the email reply. I used to worked for a "infinite" web hosting company and out of interest I used to study relevant case studies in the US so my intuitive understanding might be biased or corrupted :)

Time to have my geek card revoked.