Unexpected data charges appearing in unbilled usage

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126 posts

Master Geek

#720349 20-Nov-2012 20:38

I never had a reply to my PM either, but I followed up with a call and they have credited my account. I haven't had any excess charges since.

alasta

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#720355 20-Nov-2012 20:48

I logged an issue for this last week and got a call yesterday to tell me that the problem had been fixed. Indeed, the crazy amount of $194 has now disappeared although it's now showing $16 which still seems to high. At this stage I'm not going to worry about unless it builds up excessively again.

Those of you who are talking about 'credits' may have a different problem to me. In my case there was no credit note required as the 'usage since last bill' was never actually appearing on any bill, but it was building up for several months until it got to the point where it was going to trigger my spend control limit. As long as the unbilled usage never gets billed and never gets close to my spend control limit then it won't cause any problems, although this phantom usage doesn't exactly inspire confidence in 2degrees' billing system.

dauckland

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#721235 22-Nov-2012 11:50

This will be a small rant but I feel I need to say this.
I am really disappointed in how 2D have handled this case.
And by disappointed I mean they haven't sorted it at all.
I have been ignored by the escalation team and when I do get to talk to someone I am told all sorts of conflicting things.
I can't believe how quickly 2D have morphed into just another telecom provided.
I have been their customer from day 1.
But last night I switched my on-account contract into prepay and will be talking my number some place else.
Good luck with your data charges ;-)

Damian

2degreesCare

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2degrees

#722878 26-Nov-2012 10:03

dauckland: This will be a small rant but I feel I need to say this.
I am really disappointed in how 2D have handled this case.
And by disappointed I mean they haven't sorted it at all.
I have been ignored by the escalation team and when I do get to talk to someone I am told all sorts of conflicting things.
I can't believe how quickly 2D have morphed into just another telecom provided.
I have been their customer from day 1.
But last night I switched my on-account contract into prepay and will be talking my number some place else.
Good luck with your data charges ;-)

Damian

Hi Damian

Apologies for the experience and response you've received so far, I've sent you a PM btw.

Excess data charges can be the result of many factors, such as data pack renewal failures, Shared Data set-up issues or data reservations so we have to get the full details to investigate each issue thoroughly. While we look into each customers issue we appreciate your patience.

Please send me a PM if you want me to look into or escalate your issue.

Cheers
^POB

shadybrothers

236 posts

Master Geek

#723607 27-Nov-2012 13:16

Another month, another 2Degrees bill with incorrect charges. I'm pretty sure that this wasn't a feature of signing up ;)

Is this something that I am going to have to deal with on an ongoing monthly basis until I can get out?

---
This is a slap in the face!

this is a slap in the face!

aw

286 posts

Ultimate Geek

#723782 27-Nov-2012 18:26

I had this and called about it at the start of the month re last month's bill.

At the time I was told the billed amount would be credited, but I would have to wait until the unbilled excess data was billed before calling back again to get that amount refunded too.

Which I'm doing now. The CSR said she'd look into it when I called at 5:25pm and put me on hold.

It's now 6:25 and I'm still on hold - that's an hour and counting!

Worse, the hold music is Fat Freddy's Drop's Roady - which is a nice track and all, but it's just that one track, on repeat, at 8kHz GSM quality. It's starting to drive me nuts.

2degreesCare

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#723873 27-Nov-2012 21:42

aw: I had this and called about it at the start of the month re last month's bill.

At the time I was told the billed amount would be credited, but I would have to wait until the unbilled excess data was billed before calling back again to get that amount refunded too.

Which I'm doing now. The CSR said she'd look into it when I called at 5:25pm and put me on hold.

It's now 6:25 and I'm still on hold - that's an hour and counting!

Worse, the hold music is Fat Freddy's Drop's Roady - which is a nice track and all, but it's just that one track, on repeat, at 8kHz GSM quality. It's starting to drive me nuts.

Sorry about the long hold time, sounds like gremlins in the IVR. Can you PM your number and the number you called in on, if different please, and I'll look into it.

Please include your DOB, acct # and address for authentication.

Cheers
^POB

PS We're having classical music next week. ;)

AliExpress

Shop now on AliExpress (affiliate link).

aw

286 posts

Ultimate Geek

#723922 27-Nov-2012 23:44

Thanks POB, done via Twitter.

shadybrothers

236 posts

Master Geek

#724501 29-Nov-2012 08:50

Hi @2DegreesCare I am going to PM you again about this months bill as my support email has gone unanswered. I hope that this is alright!

this is a slap in the face!

aw

286 posts

Ultimate Geek

#724520 29-Nov-2012 09:17

Well I've had the $80-odd data excess credited back but it seems I've already run up another $11 of "spend since last bill" since then (the details CSV doesn't list what makes up that $11 yet). The only off-plan charges I should have had are 2x 9c premium texts received from Auckland Civil Defence.

dauckland

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#725607 1-Dec-2012 22:39

This will be yet another rant at my situation.
Since my last contribution to this thread I took my number away from 2Degrees to Telecom.
Very happy with my new contract.
However.
My original number, the main and only on-account number, used to feed my other 2 numbers (prepay) as part of shared data.
I thought that once my number has been removed from 2Degrees system the link between those numbers for data sharing purposes would be removed too.
Oh how stupid was I.
Both numbers still list my old 022 number, that is now with Telecom, as the data sharing number.
There is no way of removing this link.
I again needed to call upon the infinite wisdom of technical support.
So with plenty of credit on both numbers neither can use data until technical team untick some sort of a magic box.
Have to say this is a massive hole in their billing system!!!
I think I'll be taking those prepay numbers to Telecom as well.
So to anyone - be wary, there are potholes about.

Damian

aw

286 posts

Ultimate Geek

#737963 28-Dec-2012 09:21

I've now been charged 6x my usual bill amount for the third month running for casual data when I have plenty on my plan. This month I have the usual 1.1GB data allocation of which I've used 470MB, and have been charged for 739MB excess.

It should be 57MB excess (about $10).

Anyone else still getting this???

freitasm

BDFL - Memuneh
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Geekzone

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#737975 28-Dec-2012 10:09

At some pint I guess this will show up in the papers, the comcom investigates and a fine is imposed...
Then things get fixed.

aw

286 posts

Ultimate Geek

#738003 28-Dec-2012 11:51

Admittedly each time I call they credit it back ... and this time the CSR told me without any prompting from me that there was something deeper than one-off errors going on given this was the third time this had happened - kudos to her for doing some unprompted digging!

I'm now awaiting a call from a 2D technician. I'm keen to find out why this is repeating all the time.

I don't know if it relates to the problem I have of my APN details getting wiped on my iPhone whenever I happen to roam outside 2D coverage areas - anyone know why that keeps happening?

johnr

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#738005 28-Dec-2012 11:58

I don't know if it relates to the problem I have of my APN details getting wiped on my iPhone whenever I happen to roam outside 2D coverage areas - anyone know why that keeps happening?

No way this is related to the APNs on the handset

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