Auto top Up failed?

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freitasm

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#306020 21-Jun-2023 11:12

Looking at an account that is set up for $ 30 auto top up and noticed it failed last month.

A $ 30 auto top up happened on 19 March. On 16 April the account was charged $ 15 and on 14 May, another $ 15 charge.

At this point, the auto top up should've happened but it did not. When it was time for another charge the account had almost $ 0 balance and it didn't renew automatically.

Just now I did a manual top up using the credit card stored, and it worked.

Any one else seeing auto top up failing since last month?

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geek3001

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#3093002 21-Jun-2023 13:07

If I understand you correctly, my multiple experiences with VF / One NZ is that if the account balance is below five dollars, the auto top-up will fail.

On that basis I have had to manually top-up ahead of time to ensure the balance stays above five dollars to ensure that an auto top-up works which seems rather illogical, but that's what I've experienced.

freitasm

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#3093009 21-Jun-2023 13:20

That's not what it says:

In any case, the auto top up was set to $ 30 and it's been working for a couple of years, so it was being deducted at $ 15/month, which should've triggered the auto top up last month when the balance reached $ 0.

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geek3001

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#3093018 21-Jun-2023 13:34

freitasm:

That's not what it says:

I totally agree and the last time I checked I could not resolve the issue.

I have better things to do, purely in my case (SMS functionality in my alarm panel where I can't see any txt messages from the device telling me credit is low or exhausted etc) I elected to set a calendar reminder every twenty eight days to check the account status and ensure the top-up has worked.

nelsonmcewan

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#3093323 22-Jun-2023 09:06

Same here. Wife and I both transferred to One NZ almost two months ago. Her account had $13 in it prior to its first renewal two days ago. It renewed as expected, reduced the account balance as expected to $0.00, and did NOT auto topup.

10 minutes chat to Hana didn't help. 10 minutes chat to Human likewise. (Suggestion was to top up manually....)

Auto topup appears to be broken, and 30 minutes looking for a portal to report that to One NZ was wasted time. If I want to consume more time on it today, I might call 0800 800 021.

Otherwise, i will remove Auto topup and simply rely on diary reminders <sigh>