Double top up

Forums › Spark New Zealand (including Skinny and BigPipe) › Double top up

Maursnz

6 posts

Wannabe Geek

#267879 16-Feb-2020 09:41

I’m on the $26 monthly plan. My plan topped up on Friday 14 February ($26). My credit was about $27.35. Yesterday 15 February my credit was topped up automatically by $26. I now have $53.35.
I have tried contacting Skinny but it appears this is not possible on weekends and Gina chat wasn’t able to answer my query. Does anyone know why credit was topped up when I already had enough credit. Also can someone explain what the credit is actually used for as I can’t find information on the website.
Thanks

Sean2842

40 posts

Geek

#2421660 16-Feb-2020 10:00

Credit is used to buy plans, you may have an auto top-up set up or something.

Sean2842

40 posts

Geek

#2421663 16-Feb-2020 10:08

Also, I'm pretty sure on the skinny app you can set it to automatically renew plans from your saved card.

Linux

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#2421709 16-Feb-2020 10:28

Skinny need to look into this or we are all just guessing

Maursnz

6 posts

Wannabe Geek

#2421752 16-Feb-2020 10:44

Thanks for replies. I have auto top up for plan but not for credit, this my confusion. I think when you send a photo from Skinny it uses credit but it doesn’t send if you only have a standard ‘plan’.

Linux

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#2421753 16-Feb-2020 10:46

You mean send a MMS / PXT it costs?

I am very sure it would cost per MMS message sent

1eStar

1604 posts

Uber Geek

#2421994 16-Feb-2020 21:53

You seem to be very confused as to how prepaid phone accounts work. You must have set the auto top up to add $26 below some threshold. Which it has done when your plan rolled over on Friday and deducted the $26 for your plan.

1eStar

1604 posts

Uber Geek

#2422013 16-Feb-2020 23:54

1eStar: You seem to be confused as to how prepaid phone accounts work. You must have set the auto top up to add $26 below some threshold. Which it has done when your plan rolled over on Friday and deducted the $26 for your plan.

Sorry after rereading my own post it sounds very condescending. Sorry not what i intended. Yes it appears the system has done a double top up. I just got a double bonus when I restarted a plan this evening, maybe you got a double top up bonus? Check your credit card records.

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Maursnz

6 posts

Wannabe Geek

#2422025 17-Feb-2020 06:35

Thanks for reply. I had checked my credit card and 2 payments were made. I’ve been with Skinny for several years so I’m not new to them. Will call them when I have time.

Kiwifan

169 posts

Master Geek

Lifetime subscriber

#2422660 17-Feb-2020 18:08

Had the same problem, I was getting charged $26 every two weeks. Called the Helpdesk (horrible music and dreadful quality) and they confirmed that they were charging my credit card twice per month but couldn’t tell me why. They did credit $26 back but the whole process left me shaking my head.

Maursnz

6 posts

Wannabe Geek

#2422672 17-Feb-2020 18:33

Thanks, it’s a bit of a worry. I think it’s been sorted. Somehow my account had auto payment for credit that I definitely didn’t do as I’ve never been into payment section of their website. I’ll be checking regularly now though!!

hio77

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Lizard Networks

#2423532 18-Feb-2020 21:46

Hi @maursnz and @kiwifan, sounds like something isn't quite working right.

Do you mind passing me your mobile numbers in a DM

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Maursnz

6 posts

Wannabe Geek

#2423568 19-Feb-2020 05:53

The problem has been resolved now. Thanks

hio77

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#2423570 19-Feb-2020 06:40

Maursnz: The problem has been resolved now. Thanks

The team are still keen on checking how it happened in the first place.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Maursnz

6 posts

Wannabe Geek

#2423573 19-Feb-2020 06:52

It appears that auto credit was set up on my account. They said that only the account holder could change the setting but I had not done it as I didn’t even know that you could change it. I’ve been with Skinny for a number of years and this hasn’t happened before. The person I spoke to changed it back so that my credit wouldn’t auto top up but my plan would. I hope this is helpful.

Kiwifan

169 posts

Master Geek

Lifetime subscriber

#2424171 19-Feb-2020 17:56

Maursnz: It appears that auto credit was set up on my account. They said that only the account holder could change the setting but I had not done it as I didn’t even know that you could change it. I’ve been with Skinny for a number of years and this hasn’t happened before. The person I spoke to changed it back so that my credit wouldn’t auto top up but my plan would. I hope this is helpful.

Exactly the same for me. Thanks for the concern on getting it sorted.