2degrees fixed broadband (ex Snap) double charging

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timmmay

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#185265 16-Nov-2015 13:38

If you're a 2 degrees fixed broadband customer check your bank statement - I was charged twice for my fiber connection this month, on sequential days. One minor note is one charge is lower case, one is upper case.

I called the 2 degrees helpdesk a couple of hours ago and I'm in the callback queue, they're apparently under heavy load but will call me back some time. I'll update this post once they get back to me.

jbard

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#1428910 16-Nov-2015 13:43

A few people talking about this on Reddit as well: https://www.reddit.com/r/newzealand/comments/3svjeq/have_2degrees_broadband_check_your_bank_balance/

According to them they aren't giving refunds, just leaving the accounts in credit.

l43a2

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#1428932 16-Nov-2015 14:31

jbard: A few people talking about this on Reddit as well: https://www.reddit.com/r/newzealand/comments/3svjeq/have_2degrees_broadband_check_your_bank_balance/

According to them they aren't giving refunds, just leaving the accounts in credit.

how is that legal?

savag3

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#1429003 16-Nov-2015 15:51

It isn't legal.
If they won't refund then do a chargeback through your bank.

timmmay

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#1429238 16-Nov-2015 21:12

9 hours and no callback, and I retained my place in the queue. I'm really glad I didn't stay on hold.

Aredwood

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#1429276 16-Nov-2015 22:54

So that explains why the monthly TXT from 2degrees that says how much the bill is. Stated that this months bill is -7.90 (account is in credit).

2degreesCare

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#1429597 17-Nov-2015 12:44

Hi everyone,

We are aware that a small number of Broadband customers with Direct Debits have had their payments processed twice due to a system error. The cause of this error has been isolated and remedied, and this only affected one payment run.

If you have been affected by this, please contact the helpdesk on 0800 022 022 option 2 with proof of the two payments handy in screenshot form, and they'll be able to assist further and arrange for this to be corrected for you. We are not refusing refunds as some comments in that reddit thread indicate, leaving the second payment on as a credit is an option however if a refund is requested, we'll process it.

Please accept our apologies for any inconvenience this has caused.

Thanks

Ralph ^JOB

timmmay

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#1429603 17-Nov-2015 12:51

Thanks for the update Ralph. I already called and booked a callback yesterday around 11:30am. How about calling me back rather than making me call again?

Samsung

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2degreesCare

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#1429608 17-Nov-2015 13:13

Hi Timmmay,

If you booked a callback in our IVR, this call should have been returned at the same place int he queue, if you didn't receive this something must have gone wrong with the system, we'll get that checked out. I'll arrange for one of the team to get in touch this afternoon for you.

Thanks,

Ralph ^JOB

timmmay

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#1429646 17-Nov-2015 13:29

Thanks Ralph.

timmmay

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#1429689 17-Nov-2015 14:57

Just to close this off, 2 Degrees called today and have credited my account, and offer a refund which I declined. They also said the callback went out not long after I called yesterday but a woman answered - so either I entered the number wrong or it dialed out wrong. Either way, all sorted.

surfisup1000

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#1429708 17-Nov-2015 15:13

Feel sorry for the poor worker who loaded the payments file twice.

Doh!

Hope they don't fire them.

2degreesCare

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#1431260 19-Nov-2015 16:57

Hi everyone,

I have just received confirmation that all accounts that were identified to be affected by this issue, and had two payments successfully received at our end, have had the second of these payments refunded. These should appear within the next 2-3 business days if they hadn't been processed manually prior to yesterday.

We apologies again for any inconvenience that this issue has caused.

Thanks,

Ralph ^JOB

timmmay

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#1449755 13-Dec-2015 18:29

Edit - Well, they buggered up the bill. For some reason they didn't take December's payment, so now they're billing two months in Jan. That's ok, but it initially looked like they'd added the refund to my account instead of taking it out. Billing systems not doing so well it seems, but sorted now.