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2200 posts

Uber Geek

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#268070 26-Feb-2020 15:46
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21 February money shows being paid, credit card.


Tuesday night Email (4 days later including two full business days) saying bank declined payment, $10 prompt payment discount lost.


Credit card lost in January, paid January bill in Energy IQ Apllic and saved new credit card after successful payment 20th January.


Booked in phone call for this mourning, happened at correct time, they tried to argue last time credit card changed in April last year.


I said if that's the case how come it shows correct card in the Applic, saving card should have updated details.


They then said they don't know then started to question if card was blocked at time, I said no but couldn't get them to confirm if we were talking about same credit card, new one or old. Old card had been canceled.




After I got a bit upset with them they gave $10 prompt discount back, set up direct debit so lost cards wouldn't be problem in future.


Transferred through to secure payment felicity to pay current bill with current credit card.


Around 50 minutes later get text saying old amount without discount still owing, 10 minutes later another one with another $30 added on.


Ring number and it's quoting original amount without discount and only offers to press option to pay or other option to say will be paid within 7 days, as have already paid hang up, no option to talk to person.


Check energy IQ applic and it has the payments done today showing, but still has the full bill urgently needs to be paid,


So I'm just hoping it's just running a day behind, bank records also show money come out from today, not when should have.


Conclusion, seems saving credit card on applic doesn't update on the recurring payment part??,. Plus it took two full business days for them to send Email about credit card declined.


Have screen shot applic showing payment today, and hopefully alright tomorrow.


Edit: Second text was  February last year, It sounded like a second new text. Pretty sure I updated credit card then and saved as a recurring payment one, with no problem, don't know why a problem this time. Do know have to pay current bill manually and then update credit card for next bill.

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3132 posts

Uber Geek


  #2428060 27-Feb-2020 09:48
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I find utility companies are often infuriating to deal with...often humans are to blame, but they seem to default to the "Customer is always wrong" approach...

Handsome Dan Has Spoken.
Handsome Dan is also still somewhat perplexed...

1677 posts

Uber Geek

  #2428922 28-Feb-2020 15:52
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We had an issue before.  We updated the CC details online but it didn't go thru with a bill.  Had to print a credit card authorisation form out, sign it and send it back to them by snail mail.  




Yes, once the payment is overdue credit card details stored online cannot be used, they are only for regular on time payments.  I think Genesis may have a webpage online to do a once off payment, if not call them up and do that.  Maybe it was 2Degrees that has a once off payment online.  


162 posts

Master Geek

  #2428928 28-Feb-2020 16:04
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My credit card change went smoothly but only after I missed one months 10% discount because I foprgot to update it.




ditched genesis anyway, one of the most expensive power companies around.


2200 posts

Uber Geek

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  #2443860 22-Mar-2020 15:48
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And it continues: Direct Debit has failed now when load applic and says money is over due.


Will recheck account number and have call back Tuesday mourning, checked account number myself about 3 times and can see nothing wrong with it.


The only error was the MR at start of account name should have been MRS, which I told them before payment. They tried to blame bank, saying name auto populates when they put the account number in.


But since then got email with updated details for direct debit which had the MRS at front.


It was online chat and they said in the chat transcript which I have a copy of that MR or MRS will make no difference to direct debit going through, as I suspect the updated direct debit won't take effect until next bill, I would've paid it manually if they hadn't said it'll make no difference.


I hope their inconfidence isn't wrecking my credit rating with power companies, and here goes another arguement for prompt payment discount.


There is more then enough money in account.


I;m on a one year contract with their e-rate, and night weekends working well for me. But looks like when contract up may have to consider ditching them. Something is broke,


2200 posts

Uber Geek

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  #2449571 29-Mar-2020 16:14
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Seems to be all sorted now.


Monday Tuesday unable to get through, call back's not happening - phones overloading so not their fault.


Wednesday no call back offered, but answered phone in under 9 minutes, they offered prompt payment discount back and manual direct debit which would take 2 two days to know if worked. Best thing about credit cards know straight away but seems to be a delay with direct debits.


Friday check Energy IQ Applic, direct debit gone through this time, but the discount not taken off. On phone again, call back works this time - less then 5 minutes. They take the discount amount off bill and say it should show on Applic in about four hours.


Check Applic after midnight, balance is finally zero, yay.


I was actually impressed with calls being answered in the time they were, with staff working from home.


Hopefully the automatic direct debit works now with same bank details as manual one had next month.

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