2Degrees auto renewal unwittingly purchased

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2Degrees auto renewal unwittingly purchased - no refund given

irishrover

10 posts

Wannabe Geek

#102799 22-May-2012 22:25

I was wondering if anyone keeps getting their data pack auto renewed after having stopped that option and whether or not they've been able to get a refund.

It's happened to me a few times with the 50MB. But as it was only small amounts I just let it go. Last month I purchased a 1GB data pack for my brother for him to use while he was in hospital. I topped up today with $20 and to my surprise I was instantly auto renewed with a 1GB data pack even though I had stopped that service months ago. That wiped out all my credit.

Since I would never use anywhere near that much data in a month, I rang customer service asking for a refund. I was basically told that they no longer refund.

I don't understand why they're not willing to as I still want to use the credit, just not all my credit for data.

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BDFL - Memuneh
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Geekzone

Lifetime subscriber

#629212 22-May-2012 22:36

You said you bought a pack last month, but cancelled months ago? Perhaps you didn't cancel this last pack you bought?

irishrover

10 posts

Wannabe Geek

#629218 22-May-2012 22:52

When I cancelled the auto renewal a few months ago, I thought from that point on each data pack would have to be manually purchased.

freitasm

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Geekzone

Lifetime subscriber

#629223 22-May-2012 23:08

Sorry, that's not how it works. A new pack is a new "subscription"

irishrover

10 posts

Wannabe Geek

#629228 22-May-2012 23:20

I have not any signed contract, I am on prepay. I can overlook that they are trying to force a service on me but what's the issue with changing 1GB data to data + txt + call. They still get my money either way.

geocom

594 posts

Ultimate Geek

Subscriber

#629236 22-May-2012 23:38

You should have received a text when you brought your data pack to the effect of "Thanks For Subscribing to a 1GB Data Pack. It'll auto renew when your almost out or mthly on todays date whichever happens first. To cancel text STOP MBB to 233" So it should have been obvious what you where signing up too.

If you never got a text to that effect then you may have a valid reason to make a clame but its up to 2deg

Geoff E

SteveON

1916 posts

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#629238 22-May-2012 23:40

A subscription does not matter if you have signed anything! They send you a text informing you of the subscription.

freitasm

BDFL - Memuneh
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Geekzone

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#629279 23-May-2012 08:29

irishrover: I have not any signed contract, I am on prepay. I can overlook that they are trying to force a service on me but what's the issue with changing 1GB data to data + txt + call. They still get my money either way.

I understand you have not signed a contract. When you "buy" mobile data you are automatically entering a subscription and it will auto-renew every month.

You can have multiple mobile data pack subscriptions and you have to cancel each one individually.

Cancelling one does not cancel all.

The easiest way to manage this is to login to the 2degrees web site and then cancel the mobile data packs from there.

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LarzGearbox

37 posts

Geek

#629333 23-May-2012 09:57

Same thing happened to me, I tend to switch between the 1gb data pack and the $19 data bundle.

But if I forget to stop the auto-renew as soon as I top-up, the previous thing I bought is automatically repurchased.

Kind of annoying, but easy enough to manage - I think it should be the otherway around though - doesn't auto renew unless you specifically request it to.

2degreesCare

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2degrees

#629362 23-May-2012 10:43

When you buy the pack you'll get a confirmation sms including the message saying it will autorenew. This way customers continue getting the value, and it's particularly useful if they have their SIM in an USB Modem, iPad or tablet.

When you text 'Stop 50mb' or whichever Value pack you're 'unsubscribing' from you'll get a text saying 'All done you've cancelled your Nat Data Pack. Auto renew is OFF. To buy again txt Buy * Pack size to 233. Your final low msg mentions autorenew pls ignore"

If you have a subscription and don?t have enough credit, your request will go on hold for 14 days and during this time you will be charged our standard rates.

If you top up within the 14 day on hold period, your Value pack will automatically be re-activated and deducted from your Prepay balance. The packs validity period will start from the date the pack is renewed. However, your value pack subscription date will not move from the original date that you subscribed.

It's possible you had 2 packs running consecutively and cancelled one but not the other. Please can you PM your 2degrees # with the pack and date you cancelled (approx) and I'll take a look at that refund.

Cheers
^POB

irishrover

10 posts

Wannabe Geek

#629560 23-May-2012 18:02

Well 2degrees has removed the 1GB data pack & credited back my top-up so thanks to them for that.
And thanks also to geekzone for providing a place where people can express their views, get their point across or just share information.

neoprint

136 posts

Master Geek

#629633 23-May-2012 21:07

If you top up within the 14 day on hold period, your Value pack will automatically be re-activated and deducted from your Prepay balance.
^POB

On more than one occasion this hasn't been the case for me, best example was when I was using a el-cheapo phone for 3 months while you guys lost the phone I sent back for a warranty claim and I didn't top up that whole time (I rarely txt, and don't make calls, only really top up to buy data), 3 months then I get a new phone, top up and BAM autorenews a 50MB pack.

Regs

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Snowflake

#629646 23-May-2012 21:23

2DegreesCare: When you buy the pack you'll get a confirmation sms including the message saying it will autorenew. This way customers continue getting the value, and it's particularly useful if they have their SIM in an USB Modem, iPad or tablet.

all of which totally makes sense. if you're using enough data in a month to buy the 1GB pack, you would expect the need to be on-going.

I got caught out by the opposite scenario though.... i had a 12GB data pack loaded and didnt read the post purchase TXT message properly so didnt realise it *wasnt* going to autorenew.... took a couple of weeks after the pack expired, and $50 of casual charges, before i actually realised i wasnt working off of a newly added data packs MBs.

so my question would be... why doesnt the 12GB pack auto renew?

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jbard

1377 posts

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#629648 23-May-2012 21:25

Regs:
2DegreesCare: When you buy the pack you'll get a confirmation sms including the message saying it will autorenew. This way customers continue getting the value, and it's particularly useful if they have their SIM in an USB Modem, iPad or tablet.

all of which totally makes sense. if you're using enough data in a month to buy the 1GB pack, you would expect the need to be on-going.

I got caught out by the opposite scenario though.... i had a 12GB data pack loaded and didnt read the post purchase TXT message properly so didnt realise it *wasnt* going to autorenew.... took a couple of weeks after the pack expired, and $50 of casual charges, before i actually realised i wasnt working off of a newly added data packs MBs.

so my question would be... why doesnt the 12GB pack auto renew?

I guess 12GB packs are more likely to be one off purchases. People going on holiday or travelling for work, or maybe moving houses and have no broadband for a while. I doubt their are many people who buy 12GB every month.

SteveON

1916 posts

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#629670 23-May-2012 22:32

jbard:
Regs:
2DegreesCare: When you buy the pack you'll get a confirmation sms including the message saying it will autorenew. This way customers continue getting the value, and it's particularly useful if they have their SIM in an USB Modem, iPad or tablet.?

all of which totally makes sense.? if you're using enough data in a month to buy the 1GB pack, you would expect the need to be on-going.

I got caught out by the opposite scenario though.... i had a 12GB data pack?loaded?and didnt read the post purchase TXT message properly so didnt realise it *wasnt* going to autorenew.... took a couple of weeks after the pack expired, and $50 of casual charges, before i actually realised i wasnt working off of a newly added data packs MBs.

so my question would be... why doesnt the 12GB pack auto renew?

I guess 12GB packs are more likely to be one off purchases. People going on holiday or travelling for work, or maybe moving houses and have no broadband for a while. I doubt their are many people who buy 12GB every month.

about time they upgraded their website and had an app to manage this stuff.

2degreesCare

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2degrees

#629792 24-May-2012 10:47

jbard:
Regs:
2DegreesCare: When you buy the pack you'll get a confirmation sms including the message saying it will autorenew. This way customers continue getting the value, and it's particularly useful if they have their SIM in an USB Modem, iPad or tablet.

all of which totally makes sense. if you're using enough data in a month to buy the 1GB pack, you would expect the need to be on-going.

I got caught out by the opposite scenario though.... i had a 12GB data pack loaded and didnt read the post purchase TXT message properly so didnt realise it *wasnt* going to autorenew.... took a couple of weeks after the pack expired, and $50 of casual charges, before i actually realised i wasnt working off of a newly added data packs MBs.

so my question would be... why doesnt the 12GB pack auto renew?

I guess 12GB packs are more likely to be one off purchases. People going on holiday or travelling for work, or maybe moving houses and have no broadband for a while. I doubt their are many people who buy 12GB every month.

That's quite right for when we launched the 12GB pack (now $99) it cost $150 which was unlikely to be on someones credit, it now costs just $99!

However, that's changed! NOW because customers are now using a whole lot more data the 12GB will now Auto-Renew (for Prepay only) at expiry or when it hits 35MB and you'll get a notification when it hits 50MB. Please note that if you are on a data session that goes over these thresholds you may not receive the low balance text till after the event.

That's why we ask customers to keep an eye on their data usage online in Your 2degrees - https://secure.2degreesmobile.co.nz/web/ip/login - or by dialing *100*1# (Prepay) *100*4*3# for Pay Monthly.

Did I mention the 12GB is now only $99? :)

^POB

PS - please PM me if you see or had any irregularities on your pack renewals.
PPS - SteveON - the apps on it's way which will make things A LOT easier.

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