Remaining balance when you leave - need better training for your online chat staff

Forums › Spark New Zealand (including Skinny and BigPipe) › Remaining balance when you leave - need better training for your online chat staff

zyo

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#250721 22-May-2019 19:05

I am not sure if this has been discussed before.

I am currently looking to move to warehouse mobile. I was told refund was not possible by the chat agent.

So I called their 0800 number and got a person to refund me. Rather annoying and time wasting.

tdgeek

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#2243293 22-May-2019 19:08

Annoying, yes. So what is your issue? Is it that one rep made a mistake or that all reps at Skinny or [insert telco here] are all incorrect?

Linux

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#2243296 22-May-2019 19:10

Read the terms and conditions of porting out I bet no refund is given

tardtasticx

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#2243297 22-May-2019 19:11

May have been a policy changed and the other agent simply didn't know. It happens. You got what you needed in the end anyway without much fuss.

zyo

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#2243298 22-May-2019 19:12

tdgeek:

Annoying, yes. So what is your issue? Is it that one rep made a mistake or that all reps at Skinny or [insert telco here] are all incorrect?

I just want to highlight the fact there are gaps with the chat staff training, why so defensive?

tdgeek

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#2243301 22-May-2019 19:13

Whether its a telco, or landlord, or Briscoes, issues happen. The trick is if its one of these every day or not

zyo

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#2243302 22-May-2019 19:16

tdgeek:

Whether its a telco, or landlord, or Briscoes, issues happen. The trick is if its one of these every day or not

I guess I am more annoyed with the fact the chat agent made me enter my (partial) credit card number, address, email before saying refunds are not possible.

HP

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zyo

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#2243304 22-May-2019 19:18

Linux: Read the terms and conditions of porting out I bet no refund is given

I honestly went through their T&c and there isn't a clause regarding refunds when terminating your service.

Linux

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#2243309 22-May-2019 19:32

I would use up credit before porting

zyo

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#2243310 22-May-2019 19:34

Linux: I would use up credit before porting

I haven't ported my number yet, doing that in 3 days.

I was either going to top up another 5 dollars and buy a 16 dollar pack (and lose the remaining unused balance) or just do what you suggest.

Oblivian

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#2243313 22-May-2019 19:45

Please note that Skinny Prepaid Accounts that are inactive, expired, terminated, disconnected, suspended or blocked will not be entitled to any credit remaining on the account, and will not be able to use credit transfer or gifting functionality.

If this agreement ends for one of the reasons in clause 10.1 or 10.2 above:

any unused Skinny Prepaid Service cards or vouchers you have will still expire on their expiry date;
any unused credit on your Skinny Prepaid Account will lapse;

10.1 - porting your mobile phone number to another Mobile Service Provider, or

zyo

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#2243319 22-May-2019 19:53

Oblivian:

Please note that Skinny Prepaid Accounts that are inactive, expired, terminated, disconnected, suspended or blocked will not be entitled to any credit remaining on the account, and will not be able to use credit transfer or gifting functionality.

If this agreement ends for one of the reasons in clause 10.1 or 10.2 above:

any unused Skinny Prepaid Service cards or vouchers you have will still expire on their expiry date;
any unused credit on your Skinny Prepaid Account will lapse;
10.1 - porting your mobile phone number to another Mobile Service Provider, or

Great, thanks.

Although I think this is a terrible clause, especially when the minimal top up is 5 dollars so you will pretty much always end up with some residual balance when you port your number out.