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

nicks

126 posts

Master Geek

#111351 31-Oct-2012 11:56

I am on the $39 pay monthly plan and am well within my monthly data allowance.

When I look at my unbilled charges, there are a number of charges for data. The amounts themselves are also a little inconsistent - there is one for 63.8MB totalling $1.01 but another for only 5.5MB totalling $2.22.

I have not been roaming overseas (and probably not on Vodafone either).

I called the contact centre, who confirmed the unbilled charges. They said this 'might' be an error, but that they can't do anything about it until after I am actually billed.

Has anyone else noticed this? Salty, do you have any ideas?

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#709795 31-Oct-2012 12:36

Sure it's not voicemail access?

My wife queried why she have to pay over the $39 when well under for minutes/data/text. I found when looking under the usage voicemail accesses are changed at $0.20 a time.

Oh just re-read, you're seeing charges for data, different to what I saw.

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nicks

126 posts

Master Geek

#709810 31-Oct-2012 12:51

davidcole: Sure it's not voicemail access?

I've got some of those too - plus international texts. It does grate me having to pay 20 cents to access voicemail (rather than it being a standard call), but that cost is clearly explained, and I get that 2degrees has to pay for their voicemail system somehow.

BTR

1527 posts

Uber Geek

#710208 1-Nov-2012 08:56

It might show a charge when its in the "unbilled" state but once the billing cycle runs they will probably show as a zero amount I would imagine. I have seen these on my unbilled page before but weren't billed for them as they came within my data cap.

shadybrothers

236 posts

Master Geek

#710496 1-Nov-2012 16:33

Sup, I have got my latest bill and I have been charged: - Data $23.01 for over usage.

I have created a support query and have been told that I have gone over my data allocation. My "Your 2 Degrees" has showed that I used 430MB of 1.25GB for that period.

Obviously a glitch, 2 Degrees support has been unhelpful with the request opened on Sunday with the only responses around verifying who I am and telling me that I went over my data allocation.

This is a slap in the face.

this is a slap in the face!

nicks

126 posts

Master Geek

#710517 1-Nov-2012 17:07

shadybrothers: Sup, I have got my latest bill and I have been charged: - Data $23.01 for over usage.

I have created a support query and have been told that I have gone over my data allocation. My "Your 2 Degrees" has showed that I used 430MB of 1.25GB for that period.

Obviously a glitch, 2 Degrees support has been unhelpful with the request opened on Sunday with the only responses around verifying who I am and telling me that I went over my data allocation.

This is a slap in the face.

Interesting. I have about 770MB showing as left on my allowance so have used a similar amount to you. Do you have shared data set up? The charges seem to only be for some data sessions, so I wonder whether the system is incorrectly charging for use on one of the shared devices instead of taking it off the data allowance.

2degreesCare

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2degrees

#710528 1-Nov-2012 17:17

I am on the $39 pay monthly plan and am well within my monthly data allowance.

When I look at my unbilled charges, there are a number of charges for data. The amounts themselves are also a little inconsistent - there is one for 63.8MB totalling $1.01 but another for only 5.5MB totalling $2.22.

I have not been roaming overseas (and probably not on Vodafone either).

I called the contact centre, who confirmed the unbilled charges. They said this 'might' be an error, but that they can't do anything about it until after I am actually billed.

Has anyone else noticed this? Salty, do you have any ideas?

The first amount could be the proportion of the 63.8MB you was over by and added up to $1.01. We show the complete session rather than part of if some goes into cash, as yours did.

Please can you PM me your # and any ref # you have been given.

shadybrothers: Sup, I have got my latest bill and I have been charged: - Data $23.01 for over usage.

I have created a support query and have been told that I have gone over my data allocation. My "Your 2 Degrees" has showed that I used 430MB of 1.25GB for that period.

Obviously a glitch, 2 Degrees support has been unhelpful with the request opened on Sunday with the only responses around verifying who I am and telling me that I went over my data allocation.

This is a slap in the face.

Again, please PM your number so I can look into this but it seems like you may have gone over your included plan data on the various sessions you had open. Each session (app, program, browser connection) takes a reservation of data from your allowance. If it doesn't find enough there it will take from cash.

Also, if you've just joined Pay Monthly you will get a proportion of your full allowance until the start of your billing cycle.

But like I say I'll take a look at these and get back to you if you can PM your numbers/ref #.

Cheers
^POB

mjb

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#710576 1-Nov-2012 18:43

2DegreesCare: Each session (app, program, browser connection) takes a reservation of data from your allowance. If it doesn't find enough there it will take from cash.

Seriously? that's a bit naff - perhaps if that happens, once the session closes it should retroactively credit back the cash if there's still allowance left - especially if as pointed out above, less than half of the user's allowance has been used. Sounds terribly unfair to me.

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#710580 1-Nov-2012 19:03

2DegreesCare:
shadybrothers: Sup, I have got my latest bill and I have been charged: - Data $23.01 for over usage.

I have created a support query and have been told that I have gone over my data allocation. My "Your 2 Degrees" has showed that I used 430MB of 1.25GB for that period.

Again, please PM your number so I can look into this but it seems like you may have gone over your included plan data on the various sessions you had open. Each session (app, program, browser connection) takes a reservation of data from your allowance. If it doesn't find enough there it will take from cash.

Even if a "reservation" is made - if only 430 MB of 1.25 GB for that period has been used then any reservation would be well inside the 820 MB available.

Interested to know the results of the investigation.

nicks

126 posts

Master Geek

#710587 1-Nov-2012 19:45

mjb:
2DegreesCare: Each session (app, program, browser connection) takes a reservation of data from your allowance. If it doesn't find enough there it will take from cash.

Seriously? that's a bit naff - perhaps if that happens, once the session closes it should retroactively credit back the cash if there's still allowance left - especially if as pointed out above, less than half of the user's allowance has been used. Sounds terribly unfair to me.

The call centre did suggest that this might be an error that would be fixed before billing, hence why they wouldn't look into it for me. Perhaps there is some sort of sweep up at the end - although from what the other poster has said maybe not.

I've used only about a quarter of my monthly allowance, so for the rest to be taken up with reservations seems very strange indeed.

Anyway I have sent a PM so look forward to hearing the outcome.

alasta

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#710671 1-Nov-2012 21:19

On the front page of 'My 2degrees' it tells me that I have $184 of unbilled usage which is a figure that seems to be growing over time but never appears on any bill. This figure is incorrect, but as long as they never formally invoice me for it I'm inclined to just ignore it.

shadybrothers

236 posts

Master Geek

#711482 3-Nov-2012 18:34

2 Degrees txt reminders to pay your bill are pretty prompt and regular ;)

--
this is a slap in the face!

this is a slap in the face!

shadybrothers

236 posts

Master Geek

#711623 4-Nov-2012 09:16

Update, 2 Degrees technical support are investigating why I have been charged casual data rates where I still had plenty of my allocated data left.

Has anyone above who had unbilled charges end up on their latest invoice yet?

--
this is a slap in the face!

this is a slap in the face!

Tockly

346 posts

Ultimate Geek

#712475 5-Nov-2012 18:33

Just logged into my account and I am getting charged for data usage.

At 6:30 tonight I had

354 mins talking
unlimited Txt's
747Mb of data.

The charges started at 11:22am this morning, and so far is up to $16 and climbing.

Can't see why I am getting charged.

Rang the call centre and they didn't seem to know anything about it but has logged it to technical support.

Might pay to check your accounts and ring them if you have strange charges.

nicks

126 posts

Master Geek

#712500 5-Nov-2012 18:55

shadybrothers: Update, 2 Degrees technical support are investigating why I have been charged casual data rates where I still had plenty of my allocated data left.

Has anyone above who had unbilled charges end up on their latest invoice yet?

--
this is a slap in the face!

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.

nicks

126 posts

Master Geek

#712672 6-Nov-2012 08:40

Update, my bill has come though and I have also been charged for casual data despite using only 486MB of my 1.1GB allowance. It has been referred to 2degrees technical support to investigate.

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