2degrees - double charges on auto pack renewal

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees - double charges on auto pack renewal

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#624932 14-May-2012 15:22

Hi, please can you PM me your number if you find this happening on you, so I can pass it onto our Customer Support team.

Also JFI, you should not have to be 'authenticated' if you raise the issue via 'Log a problem' in Your 2degrees - https://secure.2degreesmobile.co.nz/web/ip/login.

Cheers
^POB

siyuan

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#625111 14-May-2012 21:32

I've also been having the exact same problem over the past few months. It happens every month, and I'm sure it will happen again this month. However, I noticed it will only happen if you don't use up the quota for the month. At the start of the next billing cycle (of the add-on pack), you will be auto renewed twice.

I am also very annoyed by this. I'll continue to call them each month to "share" the pain with them until this gets resolved. As a tip, I've been having 100% success rate having my call picked up almost immediately early in the morning before 8am. If you need to call them, call them early in the day.

2degreesCare

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#625394 15-May-2012 11:52

siyuan: I've also been having the exact same problem over the past few months. It happens every month, and I'm sure it will happen again this month. However, I noticed it will only happen if you don't use up the quota for the month. At the start of the next billing cycle (of the add-on pack), you will be auto renewed twice.

I am also very annoyed by this. I'll continue to call them each month to "share" the pain with them until this gets resolved. As a tip, I've been having 100% success rate having my call picked up almost immediately early in the morning before 8am. If you need to call them, call them early in the day.

For Pay Monthly customers Data and other Value Packs will auto-renew on the start of your bill cycle unless you text 'Stop' then the pack name i.e. ''stop 1gb' to 233. Value Pack data is used before your Plans inclusive data.

It works like this for Pay Monthly customers Value Pack data > Plan Data > cash.

For Prepay customers they will renew on expiry or when they hit the low balance thresholds -
National Data - 5MB (notification text sent when balance hits 10MB)
Mobile Broadband - 35MB (notification at 50MB)
We have a workaround that will reverse a 'double-up' and credit the account. Please PM your # so I can check we that we have logged your number.

Cheers
^POB

robjg63

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#625407 15-May-2012 12:06

alasta:

A good workaround is to only hold a sufficient prepaid balance for one data pack renewal to take place, but that solution may not be feasible in cases where people need to have a sufficient balance to fund other services.

Sadly after having this happen late last year and a couple of months back I found a better work around is to buy a pack and cancel the renew straight away (on the internet as there was also a bug in the process where you could send a stop message to disable the pack renewing). Not very convenient. I have now got used to not using data.....

I got the double up texts saying they had been renewed as well - took a few days for the call centre to refund the second charge too.

I had been hassling my wife to move to 2 degrees (from telecom) but she says not if their billing system has bugs like that! Kinda hard to disagree with her to be honest.

:-(

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

2degreesCare

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#625497 15-May-2012 14:54

robjg63:
alasta:

A good workaround is to only hold a sufficient prepaid balance for one data pack renewal to take place, but that solution may not be feasible in cases where people need to have a sufficient balance to fund other services.

Sadly after having this happen late last year and a couple of months back I found a better work around is to buy a pack and cancel the renew straight away (on the internet as there was also a bug in the process where you could send a stop message to disable the pack renewing). Not very convenient. I have now got used to not using data.....

I got the double up texts saying they had been renewed as well - took a few days for the call centre to refund the second charge too.

I had been hassling my wife to move to 2 degrees (from telecom) but she says not if their billing system has bugs like that! Kinda hard to disagree with her to be honest.

:-(

If you've got any outstanding issues please PM me, I'll look into it.

The billing system, while there are a few customers having this double up issue, works well.

We have now have Shared Data, Carryover minutes, excellent rates on our data packs plus, and, if you'll excuse the sales pitch, now would be a good time for your wife to come across. If she signs up to a Pay Monthly plan of $39 or above she'll get 1GB of bonus data, that's 1.1GB that she can share with you and 4 other devices.

She doesn't have to sign up for a term, so if she's not tied with her current provider, she'll have nothing, not even her number, to lose.

^POB

siyuan

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#629842 24-May-2012 13:04

2DegreesCare: For Pay Monthly customers Data and other Value Packs will auto-renew on the start of your bill cycle unless you text 'Stop' then the pack name i.e. ''stop 1gb' to 233. Value Pack data is used before your Plans inclusive data.

It works like this for Pay Monthly customers Value Pack data > Plan Data > cash.

For Prepay customers they will renew on expiry or when they hit the low balance thresholds -
National Data - 5MB (notification text sent when balance hits 10MB)
Mobile Broadband - 35MB (notification at 50MB)
We have a workaround that will reverse a 'double-up' and credit the account. Please PM your # so I can check we that we have logged your number.

Cheers
^POB

I have been auto renewed twice again this morning. Then a few subsequent texts messages from 2Degrees followed. The first two messages I received were of course about the auto renewal. The third message told me that my data has gotten too low, less than 10MBs left, and adviced me to buy more. The forth message told me the subscription has been cancelled, and it will no longer auto renew. Then a few hours later, I got $6 credited back and the second data pack removed. Is this the workaround you were referring to?

2degreesCare

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#629911 24-May-2012 14:33

Not exactly we do have a batch job that identifies the numbers affected by the double up and removes the pack data and credits acct.

I set a reminder to check your account after your last experience and asked our Support team to manually do it.

They did that but also cancelled your subscription. Not ideal. However, this should fix your issue and stop the double-up occurence.

I will, again, keep an eye on your account but I would advise you to check your balance regularly to make sure you do not run out and start using casual rates. You should get a msg when it hits 10MB.

^POB

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msukiwi

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#629914 24-May-2012 14:41

Shame as the customer we wren't advised of this. Now those of us affected have to remember to renew our data packs etc - as you say not ideal and not a great customer experience.
If it wasn't for you we would have no support. Despite being told I would be advised of outcomes from calls I have logged it never happens.
Well done for your efforts.
Murray

josephhinvest

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#629929 24-May-2012 15:07

Looks like this has happened to me today also.
This is my iPad, so I have auto $20 top ups, and auto renew $20 1GB per month data pack. Should be simple enough, each month, data pack expires, so $20 tops up.
Today my Prepay credit is $42, and my data shows 1006 MB expiring 24 June.

So I have a new data pack, but don't appear to have been charged for it?
My bank statement does not show any charges from 2degrees yet, I'll wait and see if I'm charged 20, 40 or 60 dollars?!?

Cheers,
Joseph

tchart

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#629962 24-May-2012 15:58

Yup, happened to us once as well and the answer we got from customer service was really poor (some excuse or other). Anyway cancelled the auto top up and do it manually now! So the issue is "resolved" :)

PS Just moved my wife onto pay monthly so hopefully that doesn't suffer the same problems!

SaltyNZ

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#629989 24-May-2012 17:13

Well, not to get anyone's hopes up, but I have a change in the test system right now that has been completely successful in properly auto purchasing packs. Fingers crossed -- but OTOH it wasn't till production that the current issues were noticed.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

josephhinvest

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#630408 25-May-2012 15:54

Today shows 2 x 2degress $20 charges on my statement, but my2degress usage only shows 1 $20 topup.
But my prepay balance is higher than I would expect. I don't know what's going on.

Also, making the issue very confusing, is that all 2degrees debits from our account look the same.
Is there any reason that the mobile number cant show on the transaction?
My wife's iPhone, my phone, my iPad, all 2degrees, all paid from same account. Can't tell which topup is to which device.

Cheers,
Joseph

ntsan

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#630994 27-May-2012 13:11

I got double top up again as well, it is quite annoy now I have to stop autorenew everytime I top up to stop the double top up

dontpanic42

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#631002 27-May-2012 13:16

Yip, had the same happen yesterday.

To 2degrees' "credit", they did fix it very promptly, but it would be nice to not have to deal with it every month.

vita

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#631023 27-May-2012 14:18

ntsan: I got double top up again as well, it is quite annoy now I have to stop autorenew everytime I top up to stop the double top up

When you say double topup - is this due to
ATU going through -> your pack purchasing -> <Balance goes below $2.50> -> ATU trigering again?

Or, are you getting 2 x Value packs at the same time (what this thread is about)

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