Billing & Accounting Incompetence

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Billing & Accounting Incompetence

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floydbloke

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#3413344 10-Sep-2025 11:24

SaltyNZ:

...

TL;DR it is not "incompetence" it is the tail end of a massive migration that few if any have ever completed before.

Acknowledging that migrating billing platforms is complex, mistakes and errors will happen. This is acceptable.

Continuing to get it wrong and repeatedly sending erroneous bills once a customer queries it, rather than sorting it properly, is not. Incompetence is the correct term used by the OP in the thread title.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

SaltyNZ

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#3413345 10-Sep-2025 11:29

floydbloke:

Acknowledging that migrating billing platforms is complex, mistakes and errors will happen. This is acceptable.

Continuing to get it wrong and repeatedly sending erroneous bills once a customer queries it, rather than sorting it properly, is not. Incompetence is the correct term used by the OP in the thread title.

Well, I'm offering to help now, but nobody is sending me the details I will need. :-)

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

MaxineN

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#3413348 10-Sep-2025 11:52

Zeon:

Has anyone else had issues with 2degrees billing/accounting recently?

So I've been with 2degrees pretty much from when they started and have held a business account with them with ~5 connections since 2014. A 4-5 months ago they stopped emailing invoices and when enquiring with them about it, they stated they no longer would support that and we would need to login to their portal to download them. I don't really want to give the login details to our accountant or to an AI Agent (since many other actions can be taken there) to do this or - pay for the accountant's time or AI agent to do this task. I would consider email as being industry standard for invoice delivery. I ended up just emailing their support team each month who then sent the invoice. Now they send invoices again - I am sure I was not the only one.....

The next issue, they couldn't find our payments. We have been paying them the same way, to the same account for many, many years. Then in June 2025 they couldn't find our payment for a few weeks, July and August same thing. After emails back and forth with online banking screenshots they finally managed to find them. They they kept adding "late payment fees" due to this.

Then to top it all off they emailed me yesterday to say services would be disconnected due to overdue invoices. I emailed them back with the 4-5 email threads I have had with them about these billing issues and they replied to disregard the disconnection email. About 30 minutes after their reply I got another disconnection email and 30 minutes after that the phone was disconnected.

Anyway end of rant....

I will be demanding at a minimum $1,000 account credit as compensation or else moving to another provider. It seems strange for a comapny to spend so much on advertising while alienating their existing clients - must be better economics to get new customers than retain long-standing existing ones I guess.....

This should not be hard at all.

I understand that 2degrees is going through a major CRM upgrade but treasurey should be tracking this. I get the feeling automation kicked off and no collections stop was put in place, thus disconnected the services(or blocked). Likely you won't be the only one in this situation. Also makes me wonder if you were given a new account number and were still paying into the old one, so they had been debiting the old (likely still there) one and putting it into the new one until they had enough. (Telstra and ex iHug customers went through the same dilemmna). There should be someone owning this and seeing it through.

This is appauling. @quentinreade, I understand you're the head of comms, this probably isn't your space but this is a long time customer and they need help. This should be a conversation around the round table. Zeon's business needs care. Consumers need care.

I've had my fair share of disasterious service and it's why I'm not a customer anymore (other than the coverage issue which SaltyNZ and Jack know, but likely can't completely solve after the tweaks that were made). Not to mention I had a retail staff make a name change on my account without the name change record... and then your email system still using my old name... and then I also didn't have access... That was all fixed, but I had to raise such a massive fuss over it.

As a peer, I'm sad. As an ex customer who joined when 3G was launched in Whangarei... I'm sad.

I'm also going to bold and say that the customer service needs to come home. I was hoping with the buy out Vocus would put more money into not just the network but the teams and the service... not off shore it... I was wrong. I get it times are tough, but this customer is fighting for fairness (2degrees motto) and is not getting anywhere. I don't know if the business team are 100% on shore or not... but the consumer side was something I feared. There are some amazing people within 2degrees(would love to have a coffee with them). I'm going to continue to be bold and say that if given the chance, I would own this and many more.

Communication is key... I actually didn't know there was a migration until John mentioned it ages ago in another thread... which made my life a little miserable when I saw my data wasn't being tracked... and then a big usage spike... on top of not being able to see my entitlements.

SaltyNZ:

floydbloke:

Acknowledging that migrating billing platforms is complex, mistakes and errors will happen. This is acceptable.

Continuing to get it wrong and repeatedly sending erroneous bills once a customer queries it, rather than sorting it properly, is not. Incompetence is the correct term used by the OP in the thread title.

Well, I'm offering to help now, but nobody is sending me the details I will need. :-)

To tack onto this, Telstra and One NZ B(yes iHug and legacy copper/fibre) customers went through the same issue... it gets very complicated in the books when you have a customer still trying to pay into their old account rather than the new one. It wasn't rare that a customer would call in saying I've been paying for the last 3 months and in truth they had... only to the legacy account because setting up a direct debit again can be difficult for some or it's in the "to-do" pile but never gets done.

Zeon, please do reach out to SaltyNZ.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

Stu

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#3413372 10-Sep-2025 12:56

SaltyNZ:

Stu:

I don't sit around waiting to fix problems created by service providers. It's only just happened. Give a guy a chance.

Feel free to DM me your details too

I appreciate the offer @SaltyNZ, thank you.

I've had another look over lunch.

To try to solve the issue, I've uninstalled/reinstalled the app (Android).

Trying to log back in, the login screen insists my password is incorrect. The same password that's been fine until now.

Same problem on the website. Reset password. Can now log in to the website, and the app.

Yes! I can now access my bill via the app. Simple, but I cannot understand why this month is different (my account number was change back in about May, so it seems I've been on the new system since then)

But wait! Where are all of the numbers under my control that were previously viewable via my login? There aren't any. All gone. Every single one. Most are in devices, so I now need to grab a spare phone, and get the SIM cards out of the devices so I can verify the number is mine. Again. 😭

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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quentinreade

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#3413384 10-Sep-2025 13:31

Thanks Maxine,

As you know, we really want to hear feedback and make things right. Clearly, something has gone off the rails. @zeon, please reach out with details and we'll investigate ASAP.

And GZ — please keep the feedback coming. We have a lively Teams thread called the Geekzone Community thread, with a range of cross-functional people (network architects, senior engineers, customer service leads, etc. — with, at a guess, around 400 years of telco experience between us) who are always keen to get insights and - to be honest - complaints that can help us improve the business.

Thanks all - and sorry, Zeon — we'll get this sorted!

Comms chap

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gregmcc

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#3413459 10-Sep-2025 16:04

While my issues are not a bad as others, my experience has been minor but still disappointing.

Past 2 months have received an email from 2Deg, "Here is this months bill" opened the email to see a summary but no bill in sight, usually attached to the email. But a link to log in and go looking for it.

Yeah not too happy as for as long as I have been a 2deg customer the bill has always been attached.

1st time after several back and forward emails the bill was sent and I was informed that it would be included next time, 2nd time same issue - informed that an option is now changed for me to have bills attached to the email just like the email says......lets see what happens next month.

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decibel

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#3413490 10-Sep-2025 17:36

Although I have not had any trouble (yet?), I am surprised to see the size of the late payment fee?

sonyxperiageek

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#3413813 11-Sep-2025 15:17

The old bill was a lot more detailed I thought. The new bills don't state what period the bill is for. Just has the Invoice Date and Due Date.

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jarledb

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#3413831 11-Sep-2025 16:04

@SaltyNZ:

TL;DR it is not "incompetence" it is the tail end of a massive migration that few if any have ever completed before.

Will PDF invoices by email for non-business customers come back?

Can't see any way to turn it on, and I have not been getting any PDF invoices by email since April.

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ZephireNZ

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#3413871 11-Sep-2025 18:47

jarledb:

@SaltyNZ:

TL;DR it is not "incompetence" it is the tail end of a massive migration that few if any have ever completed before.

Will PDF invoices by email for non-business customers come back?

Can't see any way to turn it on, and I have not been getting any PDF invoices by email since April.

The decision was made that consumer customers won't get PDF invoices by default, but new business customers will.

I can't say for sure but don't think we'll go back to generated PDFs for consumer by default - most people don't require them and it significantly reduces the load on our system which instead just generates an official looking PDF on the fly when user requests it instead.

Should be able to toggle it on for you though to attach to email, can flick me a message with your account details.

Not sure if that'd be the policy if you called up but 🤷‍♂️ As far as I'm aware there's no reason we can't do it for one account (beyond the cumulative effect of allowing anyone to)

Any opinions are my own and do not represent those of 2degrees

gregmcc

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#3413885 11-Sep-2025 19:28

ZephireNZ:

The decision was made that consumer customers won't get PDF invoices by default, but new business customers will.

I know this wasn't your decision, but this could have been communicated to customers in some way.......This was the slippery slope that Vodafone/One took by not effectively communicating with customers.

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DaMuzzMan67

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#3413906 11-Sep-2025 19:59

I need to add my conversation with 2Degrees as it highlights a potential billing shortcoming.

We had decided to downgrade our 2Degrees plan – Fibre Ultimate ($95) to Fibre Starter ($65).

Our billing month ends on the 22nd each month.

On 23rd of July – received a call from 2Degrees offering to lock in on a new plan (off our 12 month fixed term) – I asked to downgrade at this point.

24th July – this was carried out by Tuatahi (2 days into the billing cycle).

Full DD for the Fibre Ultimate was taken out of our account.

Next Invoice in August – I was expecting to see a credit for the part-month (29 days) on the lower plan. There was no credit – full charge at the Fibre Ultimate price for the full month up to 22 August.

Late August – rang 2Degrees about a credit for the overcharged period. Quote from CSR: “Our system doesn’t automatically apply a credit when a downgrade happens, a customer has to call in and we are happy to give a credit. I have applied $20 to your account”. ($20 is not the correct amount for the time period involved, but I’m not worried about that).

I clarified with the CSR whether the customer HAD to phone in to get a credit applied. At this point she changed her tune and said that sometimes the system issued credits (but that sounded like she was trying to save face).

So there could be an issue with credits not being applied automatically for part-months when a downgrade happens and only being initiated if the customer notices the overcharge and calls the call centre.

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