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

1 | 2 | 3

35 posts

Geek

#3340663 8-Feb-2025 21:26

it again was paid using their website

with credit card

the statements can take time

to change pending to final outcome

banks suck though.

they have a form for missing payments

believe it or not lol

so they do have problems with

payments

its like I was scammed feankly

who knows perhaps a coder has a backdoor

and loses somethings on closing accounts :/

quickymart

13779 posts

Uber Geek

ID Verified

#3340674 8-Feb-2025 22:19

Are you writing your posts on a mobile phone? The formatting looks odd.

cokemaster

Exited
4925 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#3340685 9-Feb-2025 00:53

There is no known backdoors. This would open banks and Telcos up to a lot of risk.
Prepaid mobile service is highly automated with humans rarely being involved with changing balances. There are audit records for virtually all financial tranactions.

My gut feel is that the account expired. If its anything like my daughters prepaid that expired, the complete service didn't just disappear... eg. she could still attach to the network without the ability to make or receive calls.
Its more likely than not that you've fallen through the cracks.

As it was done using a debit or credit card, you could issue a chargeback but the best route is probably to work with One through the complaints route.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

kiwipaul2025

35 posts

Geek

#3340686 9-Feb-2025 01:34

if they say reboot a server and it breaks up the payments

across servers.. if I paid just as one server is just up and other

almost up

it sends sms text it was successful but it fails to put

it on the log on account and credit.

i say theres a human coded bug there in that order

or logic thats not detected

I will wait for statements to finalize before next step

hope its down by tomorrow

Im zooming in while typing cos of eyes

when I hit enter it causes double spacing here

like reddit

cokemaster

Exited
4925 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#3340687 9-Feb-2025 01:46

It doesn't work like that. There will be exception handling rules to deal with failures in topup's.
Given the sensitivity of the platform (if the rating/billing platform is down, this materially impacts prepaid users), you'll find that there are significant redundancies in place to ensure the platform is working 24/7.

The topup successful SMS is generated only once the credit card has been successfully charged and the balance has been applied (virtually all Telcos will have this as part of an automated workflow).

Your best bet is trying to outline your experience with One NZ and kicking off the formal complaint process. The next best is doing a chargeback with your bank for the recent top up, however that is not likely to result in the restoration of the $180 balance you've had previously. Your current line of enquiry is unlikely to yield any results except for frustration on all parties.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

Bung

6397 posts

Uber Geek

Subscriber

#3340696 9-Feb-2025 07:35

MaxineN:

kiwipaul2025:

this was paid using westpac CC .. BNZ card failed cos my phone app

dont allow root user.. so mom used her bank to pay via her phone

which is via the app I believe

This is what we need to clarify. If it was done via a bank transfer then that would have been stuck in processing and the expiry does not count for public holidays. If it was done via One NZ app via CC and it was $10 then the timer would have reset.

This really needs properly explaining, I've tagged Nick but I also worked closely with @AdamGZ and hopefully either one can pick this up.

Possibly both Nick and AdamGZ have taken advantage of Waitangi Day to have a long weekend.

AdamGZ

11 posts

Geek

One NZ

#3340697 9-Feb-2025 07:42

Hi Paul,

Flick me your details via private message, and I’ll check this for you.

Have you called our contact center to have them review and escalate to our specialist teams if needed?

Let me know, and I’ll see what I can do.

Backblaze

Backblaze Unlimited Backup. World’s easiest cloud backup. Get peace of mind knowing your files are backed up securely in the cloud (affiliate link).

kiwipaul2025

35 posts

Geek

#3340747 9-Feb-2025 12:08

did you read from page 1? Ive explained it

well over replies..

1) Ive asked it to be a complaint now and waiting to hear

2) My mom did the topup as I had issues with BNZ

app and westpac debit card gave error of no Passcode - retry

3) the one NZ website login was used and the

normal topup process there entering phone number

and CC

4) She got text and my phone got same text saying

successful but it wasnt.. it didnt add the $10 to the account

and hence expiry bot killed the number and zapped

my $180

I showed snap of SMS we got and bank statement

to person called HANA of cchanya ? Indian

I sent it via email to her

Ok summary done? to combine chats

Westpac 0800 confirmed payment was 6 Feb and

waiting on processing in ONEs account

It now shows confirmed payment bank statement but still

the $10 not shown on account on ONEnz APP

People suggest complaint or request money lost

form

not heard back from ONENZ but its weekend

Paul

kiwipaul2025

35 posts

Geek

#3340749 9-Feb-2025 12:12

The Supervisor said they cant do anymore for me and the money is lost

they have no way to check finances logs and only thing I could

do is make a complaint so I asked them to forward it on then,

I did asked could I speak to someone higher up and in NZ

who has access to bank records and check the money $180

was taken out..

so I am $10 topup missing and $180

Bung

6397 posts

Uber Geek

Subscriber

#3340751 9-Feb-2025 12:17

kiwipaul2025:

did you read from page 1? Ive explained it

well over replies..

You have somebody that works for One offering help, take it, be nice.

AdamGZ

11 posts

Geek

One NZ

#3340752 9-Feb-2025 12:20

kiwipaul2025:

did you read from page 1? Ive explained it

well over replies..

1) Ive asked it to be a complaint now and waiting to hear

2) My mom did the topup as I had issues with BNZ

app and westpac debit card gave error of no Passcode - retry

3) the one NZ website login was used and the

normal topup process there entering phone number

and CC

4) She got text and my phone got same text saying

successful but it wasnt.. it didnt add the $10 to the account

and hence expiry bot killed the number and zapped

my $180

I showed snap of SMS we got and bank statement

to person called HANA of cchanya ? Indian

I sent it via email to her

Ok summary done? to combine chats

Westpac 0800 confirmed payment was 6 Feb and

waiting on processing in ONEs account

It now shows confirmed payment bank statement but still

the $10 not shown on account on ONEnz APP

People suggest complaint or request money lost

form

not heard back from ONENZ but its weekend

Paul

Hi Paul,

Thanks for reaching out. I’ve read through your messages and appreciate you taking the time to explain your concerns.

To assist you properly, I’ll need the affected mobile number so I can review your account to see what occurred and see what stage of interaction you had with One NZ. You should have also received a case reference from one of our agents, if you can provide that, it would be helpful.

From what you’ve described, it sounds like your number may have been deactivated due to not meeting the Terms & Conditions for Prepay, which require a top-up at least once every 360 days to keep the account active.

Regarding the top-up you made, if the number is inactive, the payment will likely be reversed to your bank, which may be why it is still in a processing state.

If you could provide the mobile number, I’d be happy to check further and clarify any concerns you have.

Regards,

Adam

kiwipaul2025

35 posts

Geek

#3340754 9-Feb-2025 12:25

yes sent you email. says you read it.

I wait for reply and can send snaps of evidence.

kiwipaul2025

35 posts

Geek

#3340755 9-Feb-2025 12:28

No as I said money was confirmed and not bounced back. I asked

mom to double check today. She paid it with her card

as stated above.

I did meet the terms.. I paid 24 hrs this $10 before expiry which was 1:20pm 7th feb

I have sms snap on page one with ref code

if look,. I paid 10:27am 6 Feb 2025

One phone of mine work also expired same date

and time if failed it.. didnt and worked fine

this other number failed and got deleted.

it was reactivated but they cant restore funds they said,

quickymart

13779 posts

Uber Geek

ID Verified

#3340772 9-Feb-2025 14:03

I wonder if it was deactivated (if that is indeed the case) when it did due to last year being a leap year and having an extra day - or does the billing system already account for this?

Eva888

2371 posts

Uber Geek

Lifetime subscriber

#3340785 9-Feb-2025 16:02

$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.

1 | 2 | 3