Unexpected data charges appearing in unbilled usage

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Unexpected data charges appearing in unbilled usage

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68 posts

Master Geek

#713144 6-Nov-2012 20:42

nicks:
My bill should have been generated yesterday but wasn't, although I have been given my new month's call and data allowance. I haven't had any new data charges added, but the earlier ones are still there. Never had a reply to my PM, but I wonder whether they are looking at it and have held back billing my account in the meantime.

Just an FYI - the bill is generated on the next working day after your bill cycle.

If no response as yet from your case with tech support - ask for a payment delay...

dauckland

290 posts

Ultimate Geek

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#715382 11-Nov-2012 09:16

I had the same problem happening.
Both time alerted customer support, both time it was referred to their technical team and both times was refunded.
The explanation I got was that this was cause by shared data.
Strangely the data was used by my phone, the monthly $39 plan, rather than any other device.
But the technical rep insisted that this was the cause.

First time happened about a couple of months ago, last one within the last billing cycle (end of October).
I noticed that when it happens it seems to last for 24hours and then resumes using the allowance.

D

nicks

126 posts

Master Geek

#715417 11-Nov-2012 10:55

I've now had my excess data charges refunded - although only as a credit off my next bill. I still have to pay the current bill in full. The technical support person I spoke to said it was a known issue, but not what is causing it. I wonder how many people are simply not noticing.....

alasta

6705 posts

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Subscriber

#715426 11-Nov-2012 11:32

nicks: I've now had my excess data charges refunded - although only as a credit off my next bill. I still have to pay the current bill in full.

This is very unprofessional. As a general rule you should never pay the portion of any invoice that is incorrect.

If, down the track, they fail to provide a credit note and 'forget' that they ever agreed to provide one then the attitude may be "you paid the charges so therefore you must have accepted that they were correct".

Tockly

346 posts

Ultimate Geek

#715428 11-Nov-2012 12:02

My bill is now up to $57.47. Went up by $.05 in the last 15 minutes even though I haven't left the house and all my devices are on wifi.

I have rung the call centre and pretty much got fobbed off. I have tweeted them and have at least had a response.

So not paying the extra charges till this is sorted out.

2degreesCare

1537 posts

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2degrees

#715683 12-Nov-2012 10:27

Hi

If connection to Wi-Fi drops your phone may connect to data and you may incur standard data charges if you do not have any plan or pack data. Double check your phones Wi-Fi sleep settings an make sure it's 'always' connected.

Also, if you're on Pay Monthly we strongly advise customers to set up Spend Control to prevent any bill shocks and check they're data balances in Your 2degrees - https://secure.2degreesmobile.co.nz/web/ip/login - or by turning off all your data connections and dialing *100*4*3#.

Here's the info on Spend Control - http://www.2degreesmobile.co.nz/paymonthly/paying-your-bill/spend-control

Cheers
^POB

Tockly

346 posts

Ultimate Geek

#715688 12-Nov-2012 10:58

If connection to Wi-Fi drops your phone may connect to data and you may incur standard data charges if you do not have any plan or pack data. Double check your phones Wi-Fi sleep settings an make sure it's 'always' connected.

That's fine. But I am getting charged even though I have a data plan, which has over 400Mb available.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

nicks

126 posts

Master Geek

#715693 12-Nov-2012 11:04

Tockly:

If connection to Wi-Fi drops your phone may connect to data and you may incur standard data charges if you do not have any plan or pack data. Double check your phones Wi-Fi sleep settings an make sure it's 'always' connected.

That's fine. But I am getting charged even though I have a data plan, which has over 400Mb available.

Likewise suggesting we use spend control to avoid bill shock when it's caused by data charges that we shouldn't be getting charged for anyway. While I appreciate it's a practical solution, I wasn't at all impressed when customer services suggested I do that to avoid the problem.

shadybrothers

236 posts

Master Geek

#716398 13-Nov-2012 14:03

2 Degrees was able to remove the excess data charges on my last invoice. I am pleased with this result. Although I seem to have $0.41 owing. Might look at paying that.

Cheers

---
This is a slap in the face!

this is a slap in the face!

groynk

234 posts

Master Geek

#716453 13-Nov-2012 14:58

Slightly different, but one person mentioned it: I am getting my 'spend since last bill' accumulate over time instead of resetting each month.
This has the effect of not resetting my spend control limit, and stops me quickly checking my voice mail when I most want to... very frustrating.

alasta

6705 posts

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#716657 13-Nov-2012 19:49

groynk: Slightly different, but one person mentioned it: I am getting my 'spend since last bill' accumulate over time instead of resetting each month.
This has the effect of not resetting my spend control limit, and stops me quickly checking my voice mail when I most want to... very frustrating.

Damn. I figured I could get away with just ignoring this problem, but if it's going to max my spend control then that's going to become a major headache.

dauckland

290 posts

Ultimate Geek

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Lifetime subscriber

#717370 14-Nov-2012 22:04

Well.
There I was thinking that twice would be max.
I had to call customer support again.
This time on top of the charges the technical team (slightly odd that technical team deals with billing issues, but ok...) rather than refunding the charge have added the same amount to my current bill.
So thanks 2D for charging me twice for something I shouldn't be paying for in the first place.
Something is quite obviously broken.

Damian

2degreesCare

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2degrees

#717658 15-Nov-2012 13:23

dauckland: Well.
There I was thinking that twice would be max.
I had to call customer support again.
This time on top of the charges the technical team (slightly odd that technical team deals with billing issues, but ok...) rather than refunding the charge have added the same amount to my current bill.
So thanks 2D for charging me twice for something I shouldn't be paying for in the first place.
Something is quite obviously broken.

Damian

Can you PM your # please?

^POB

dauckland

290 posts

Ultimate Geek

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Lifetime subscriber

#720177 20-Nov-2012 15:58

For all following this thread.
Just letting you know that "Can you PM your #" doesn't seem to mean anything.
Did so and had no response.
The bogus charges are still on my account.
I was told this will be resolved by the "technical" team by today and so far nothing.
So not happy with 2D at the moment.
Think I might walk.

Damian

Tockly

346 posts

Ultimate Geek

#720285 20-Nov-2012 18:47

2Degrees credited me for data charges that were not correct. Thanks.

However since then there has been further charges on my account.

Come on 2Degrees, please sort this out.

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