One NZ sms text said it was topped up but today my number was deleted and $180 credit

Forums › One New Zealand (including Vodafone, WxC, Farmside) › One NZ sms text said it was topped up but today my number was deleted and $180 credit

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quickymart

13932 posts

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#3340793 9-Feb-2025 16:57

Eva888:

$180 is a lot to lose for someone that is obviously struggling with this issue. A large and prosperous company like One NZ (ex Vodafone) could as a sign of good faith reimburse the amount lost to remove the stress from an individual who appears sincere and in need. No matter if the fine print exonerates the company it's just not right.

I look forward to applauding a good deed.

I think further investigation is required first before refunds start being given out.

MaxineN

Max
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#3340797 9-Feb-2025 17:07

quickymart:

Eva888:

$180 is a lot to lose for someone that is obviously struggling with this issue. A large and prosperous company like One NZ (ex Vodafone) could as a sign of good faith reimburse the amount lost to remove the stress from an individual who appears sincere and in need. No matter if the fine print exonerates the company it's just not right.

I look forward to applauding a good deed.

I think further investigation is required first before refunds start being given out.

Making the number alive again should be the start, then at that point the discussion can be had of what to do beyond that and how to avoid this situation again. Preventatives and lessons can be learned.

I don't actually remember if we send a text out or not about when the number is about to expire. Probably a lesson here.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

kiwipaul2025

35 posts

Geek

#3340803 9-Feb-2025 17:37

thanks someone gets it, I had the number for over 20 years and topped up

withOUT fail and recently upgraded to a new card to work on devices

The money buiilt up and I thought one day I will need Data package

if net goes down or I end up in hospital again and need hotspot

to tablet (although they have free one it wasnt that good)

no I dont think leap year but clearly a bug happened

2 phones topped up minutes apart and only one

worked. I just knew something wasnt right as balance

didnt change and had thought of paying more to be sure but I live

rock bottom of welfare sickness help and dont have $10 frankly

not until next pay day. I did send a text msg as test next day

to see 7th feb it was still active so I thought it worked and $10

went missing I could live with!

I have 2 numbers one for smartwatch with sim slot from China and other larger screen phone

next to PC

I currently suffer a autoimmune disease thats made me sick

and also has been attacking my eye sight for years

I am still very sick and fighting it with diet as LSH is high

and have legs now swelling so badly I couldnt bend them

cheers

Paul

SirHumphreyAppleby

2844 posts

Uber Geek

#3340817 9-Feb-2025 18:56

Eva888:

I look forward to applauding a good deed.

I was in a similar situation a number of years ago. I topped up every year on the same day and never had an issue, until one day I was left with only the amount I had topped-up. I expected I would have until the end of the day to top-up, but I knew for a fact that I had topped up later in the day the previous year. I.e. Vodafone expired my credit after only 364 full days, not 365 days as required for topping up (not a leap year). The call centre escalation was pointless and I got nowhere with the lady I was talking to (Megan, IIRC). I sent an e-mail to a friend at Vodafone and the matter was sorted out within an hour.

So, I can't really say they did a good deed, it was more a case of who you know. I hope One will come to the party and sort this out.

kiwipaul2025

35 posts

Geek

#3340819 9-Feb-2025 19:12

They did re-activate the number but could not refund

The helper above got a email like they did with the

screen snaps saying it worked.

what was odd my debit card didnt work

giving passcode error for same phone number

the day before.. 36 hrs to expiry

there was a fault going on. it said try

later then failed.. but today I asked

westpac said no records or declines their end

so I tried topping up using debit card and it

worked this time! however its money

$10 I didnt have but pay day is tues

Eva888

2429 posts

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#3340840 9-Feb-2025 20:41

Geez Paul, so sorry to hear all this. You really don’t need all this stress in your condition. Which city are you in? I will private message you shortly so check your mail.

As the saying goes Sh#T always happens when you least need it.

kiwipaul2025

35 posts

Geek

#3340873 9-Feb-2025 23:05

Thanks Im heaps better since doing a carnivore modified diet for 6 weeks now

and lost 5kgs and the legs swelling is 100 percent better then was

another 3 months I think I be walking back to norm and

no phantom sharp pains in legs. dog will be happy.

I used to work IT contracts at 40/hr once and a part time tutor

but gave up when eye sight went and had to zoom pc more and more

now I live poverty but I have a good mom that helps

I do a YT channel with 1000s of followers but google suppresses it

as its on UFOs and Paranormal but I debunk videos as most are

mundane explainable . I dont have donators only one guy helps

though as loves what I do

Cheers Paul

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

AdamGZ

11 posts

Geek

One NZ

#3341068 10-Feb-2025 12:19

Hi Paul,

Have reviewed and will keep this vague, but can see you have been advised of this by our Contact Center agents already.

Prepay credit expiry is based on a period of 360 days from your last top-up if the credit is not used. Each time you top up within this period, the expiry resets to the new top-up date. However, since no further top-up was made before the full 360-day period passed, the credit expired.

As a goodwill gesture, We have reinstated the credit as a One-Off.

Please refer to our Terms and Conditions for Prepay here: https://one.nz/legal/terms-conditions/mobile/

2. Top up

Minimum top up

2.1 Minimum top up is $10 if you top up by logging in through the One NZ website or My One NZ app; for all other channels minimum top up is $20. If you’re topping up via a recharge voucher you have 5 attempts to enter your voucher number correctly, otherwise you will need to contact us to use your recharge voucher.

Top up expiry

2.2 Prepay account credit (i.e. money loaded on your Prepay account via top up) expires 360 days from the date of your top up. If you do not put any credit on your Prepay account for a period of 360 days since your last top-up, your account will become inactive. If your Prepay Service becomes inactive, you will lose:

your allocated phone number;
any credit in your Prepay account; and
any names, numbers or other details stored on your SIM card.

2.3 Inactive account: We cannot reactivate a number once you lose your allocated phone number due to account inactivity.

Please ensure TopUps are made before the expiry date to avoid issues in future.

If the moderators could please close this thread, as it has gone off-topic.

kiwipaul2025

35 posts

Geek

#3341079 10-Feb-2025 13:19

thanks Adam I see $180 added back on. However that $10

original top up has vanished, and no bounce back to bank

of my moms. Maybe refund her?

as I said I did renew before expiry something went wrong

I only got one warning 24 hours before.. normally they

send 7 days or 14 days its about to expire on this date.

I heard your 707

I thought would of been easy to sort out

cheers Paul

kiwipaul2025

35 posts

Geek

#3341082 10-Feb-2025 13:28

sorry I missed Your call Adam, it was on charge in bedroom and I was in kitchen having lunch. well Brunch

kiwipaul2025

35 posts

Geek

#3341086 10-Feb-2025 13:50

Here is the warning I got on Feb 6 Thur at 1:20am to top up. I topped up via Moms account to my phone on

10:37am same date .. way before expiry listed.. as proof Im telling you truth.

it said accepted $10 on text sms msg that never showed up then my number and cash

was deleted from that number 021XXXXXX96 then I got weird blank msg at friday 1:20pm as can see

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