You don’t wish to share it with the rest of us?

Only took 15 years?

Reminds me, I need to try for round 3 of why can i still not activate my number on prepay after changing to prepay from a plan.

richms:

 

Reminds me, I need to try for round 3 of why can i still not activate my number on prepay after changing to prepay from a plan.

 

Snap!

Luckily I was still in the mall I switched it at so they were able to manually do and take my first payment. But the app was having nothing of it.

Then it took 2 attempts and a back end account reset for the current credit to match the billing system the next 2 months it was due.

I'd rather not, as keen to give One.NZ the opportunity, (if they care) to examine what made the decision to move away finally so easy....     

I will share, (as actually I found it houmous, I actually laughed out loud in the shop, which I will admit was not overly fair on the poor One.NZ rep) that the final straw was being told I was not authorized on the account as my DoB had not been entered when they added my name to the account, (it's my in-laws account), despite not being asked for it, and despite already having suffered through several support calls earlier, (and comfortability getting past the security questions so the support person could assist, but that's another story), AND the in store rep seeing this support history on the account, then proceeded to tell me that as my DoB had not been added told he was unable to proceed without talking to the account holder, despite the fact he was holding my photo ID that had my DoB clearly on it... that's when I laughed and said, mate that's on you, you never asked for it, your support team never asked for it,  and your holding my photo ID, and look, there's my DoB...  he just stuck to script, sorry the account holder needs to add your DoB, (the account holder is 86, and just suffered a stroke, I have EPoA, he also wouldn't have a clue what my DoB was, at 86, he barely remembers his own at times), but none of that mattered, the script said...... So I left and have started the sign process with another provider..  

What are you hoping to achieve by escalating it? Will you stay with One and under what circs? Or have you already decided to move regardless?

I'm hoping that (maybe naively) someone at One.NZ would care enough to reach out to see what went wrong so maybe they can learn from it. Would I stay as a result of someone reaching out, I guess that depends on One.NZ...

Sounds like there is more to this story, but as you haven't chosen to share it's hard to know what you are looking for by posting this, beyond a rant, and wanting some kind of mea culpa as proof you are right.      

Without excusing the issues/experience, big corporations have big complex policies and processes that staff "must" follow.  Most times they work flawlessly, odd times they don't.  Front-line staff usually have limited flexibility to work outside those without consequences. 

By all means vote with your feet and change, such are the joy's of a free market we enjoy.  I am always cautious through not to be to be overly reactionary and avoid "cutting off your nose despite your face". 

Best of luck for the change, I hope you find a provider more to your liking.          

What can’t you email them with a copy of your EPOA and ask them to ensure you are authorised on the account.

leave out the emotion or irrelevant facts.

ive been through this, but on the phone…..i fell off the authorised person somewhere along the line.  My family member simply just had to tell them my name and dob and address etc etc.  

its not the CSRs fault their company doesn’t train them well to think properly when dealing with the company policies.

nicmair:

 

I'd rather not, as keen to give One.NZ the opportunity, (if they care) to examine what made the decision to move away finally so easy.

 

They don't care mate, you are just a number to them.

lNomNoml:

 

nicmair:

 

I'd rather not, as keen to give One.NZ the opportunity, (if they care) to examine what made the decision to move away finally so easy.

 

 

They don't care mate, you are just a number to them.

 

Theres no loyalty with any telco these days, they all know you will want internet/phone, so you'll end up with one of them.

You can email Jason Paris and he will respond his email address is mentioned many times on Geekzone.. He is great to deal with keep the email polite and professional

@jasonparis

This...

They're bonkers, we've never ourselves ever, till this morning, decided to change providers, not since the early 1990's but like you, despite having had the same number 3 decades, we couldn't prove who we are to the Voda CS wizards

They're utterly on a different planet, whomever they are.

Same story, all over, Voda have lost the plot

nicmair:

 

I'd rather not, as keen to give One.NZ the opportunity, .....  I was not authorized on the account . So I left and have started the sign process with another provider..  

 

Oblivian:

 

richms:

 

Reminds me, I need to try for round 3 of why can i still not activate my number on prepay after changing to prepay from a plan.

 

 

Snap!

 

Luckily I was still in the mall I switched it at so they were able to manually do and take my first payment. But the app was having nothing of it.

 

Then it took 2 attempts and a back end account reset for the current credit to match the billing system the next 2 months it was due.

 

I was at glenfield mall getting a prescription after checking the PO Box and saw a new one store there, so I thought I would have one more shot at it in there and if not, walk to the spark store and get a sim and port it over.

Anyway, the staff in the store were super helpful and sorted it out. No being fobbed off with "have to call the call centre" or anything like that, just actual help. So really good job one on the store staffing and training. When I couldn't get the app to login one of the other staff knew right away to clear the cache in the app and it worked.

lol classic Rich,

For a few decades, we had friends who worked there, for BS, Voda and/or whoever they are now... but they've since passed, and now it proved impossible to speak to an intelligent human

All our iPhones, our mobile accounts, our phone numbers, DOB's, addresses, all our bank accounts... all ours, all same, all same for decades, none of it mattered, they refused to believe we were us

We were double paying, it was obvious, extra payments, more than 1 per account per month ... could we get them to return the money? NO

Reminds me, cheers, must tell JP and Adam not to worry, as we're gone-burgers (check / done)

All in a half a day after over 30 Years

----

Wonder if they're able to see how many numbers and accounts and so on we're taking with us...