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PaulBags

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#196625 7-Jun-2016 09:48
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I'm nearing the end of my 24 month term and don't want to continue on pay monthly. The email team is telling me they can't schedule pay monthly to end cleanly because that will incur termination fees - this is so wrong because I'm not terminating in term, I'm just not renewing another period beyond term. Their advice is to ring them on a specific day to terminate - so instead of giving them plenty of notice in writing according to them I have to try and reach them by phone on a day I'm busy, and if I can't get hold of them that day my term rolls over and I'm liable for another period. I don't see how legally or contractually they can obligate me to do that, I've already given them notice in writing.

So, pretty unhappy. Failure to accept ample notice seems a dodgy tactic to obligate me to further fees. I have no obligation to pay termination fees for seeing out the 24 month term amd I have no obligation to continue receiving pay monthy service beyond that term.

Any advice? Just bought a skinny sim in case I can't get this sorted. So far I plan to send them a strongly worded reply at 0001 on the day they wanted me to ring them, though they haven't responded to my last to replies to the ticket. Here's the draft:


As it is now the 8th of May and I am no longer, as advised, under threat of early termination fees* I hereby instruct 2 Degrees Mobile Limited (hereforth refered to as '2Degrees') to cancel my pay monthy account renewal for account number . I expect to be on prepay comensing on the 10th of May.

As 2Degrees has been advised of this, for a second time now, should any early termination fees be charged they will be assumed to be in error and not paid. Also, same reason, any pay monthly fees charged for any period from the 10th of May onwards will be considered to be in error and/or unsolicited services, and will also not be paid.

I thank you for your prompt consideration in this matter, and should you have any difficulties executing your duties please do not hesitant to contact your superiors for advise/action.



*Something for which I was at no time actually liable for in requesting cancellation of renewal, as the contract would always have been completed and forefilled. Not renewing a service for another period is in no way the same thing as presently terminating it. (Hence use of the word 'threat' and not 'liability'.) This lack of account management ability and/or willingness by 2Degrees is unfortunate, but sadly not suprising. Hopefully this will be rectified in the future.


Do you think that will get their attention?

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PaulBags

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  #1566892 7-Jun-2016 09:51
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I can't edit O_o. Just realised that says May, should be June.

 
 
 

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  #1566901 7-Jun-2016 10:00
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Whilst I completely understand your frustration, this letter sounds over the top. I personally believe you should drop the attitude clearly evident and just state (politely) what you need to have happen.

 

 


PaulBags

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  #1566934 7-Jun-2016 10:39
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I'm not sure what I can drop and still accurately describe the situation? It might seem attitudey (though it seems incredibly polite to me given the inept exchange so far) but my fear is if I just tell them what I want clearly without describing the problem so far then any response I get (if any) will be the same as I got the first time I did that - and then I'm back at square one.

I suppose it wouldn't suprise me, but it's a shame to have to expect people to react negitively to accurate and constructive feedback. Without such feedback how can they do better in future?

Rock and a hard place.



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  #1567114 7-Jun-2016 13:54
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Hi Paul

 

Can you PM us your number, your 4 digit PIN (for authentication), your email address (or ref # if you have been given one so we can check the reply) and the date you want to cancel please?

 

 

Please note that if you want to move to Prepay and are on one of our retired term plans where you would have received a free phone or discount on a new one, you may have to pay early termination charges. We may not be able to accurately inform you of the exact ETC cost prior to the time of cancellation which is why we ask customers to call us when they want to cancel.

 

 

Cheers

 

^POB

 


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  #1567117 7-Jun-2016 13:57
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PaulBags: I'm not sure what I can drop and still accurately describe the situation? It might seem attitudey (though it seems incredibly polite to me given the inept exchange so far) but my fear is if I just tell them what I want clearly without describing the problem so far then any response I get (if any) will be the same as I got the first time I did that - and then I'm back at square one.

I suppose it wouldn't suprise me, but it's a shame to have to expect people to react negitively to accurate and constructive feedback. Without such feedback how can they do better in future?

Rock and a hard place.

 

 

 

We will have to agree to disagree. I think it's possible to let them know you are frustrated without some of the "tone" present in your email. There are nicer ways to say the same thing. 

 

Looks like someone has replied and hopefully they should sort you out. 

 

 


PaulBags

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  #1567131 7-Jun-2016 14:32
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PM sent, thank you :).

michaelmurfy
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  #1567152 7-Jun-2016 15:00
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For what it is worth Skinny are insanely good. $46 nets me unlimited minutes, texts (not to mention text and calling include AU too) as well as 2.5gb data. For the last 3mo I've gotten messages when I have been almost out of data for another 2.5gb for $10 (with an expiry of a year). Works perfect for my needs and coverage is great too.

I've had a similar experience with 2degrees except as part of their broadband. They tried charging me ETF's even though I was on a non-contract term and I had to prove I was not in a contract. Was a mistake on their part but still a stressful experience for me.




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PaulBags

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  #1567162 7-Jun-2016 15:13
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Yeah, definately stressful. I don't need much sms or minutes, if I stay with 2Degrees I'm looking at their $8 talk & text and pairing it with $99/6month zone data - it's a chunk of money up front but works out to about $25/month for 30min, 250txt, and 2gb/month. Skinnys $26 prepay would do me fine though if I end up moving.

PaulBags

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  #1567308 7-Jun-2016 18:03
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Sounds like POBs got me sorted, fingers crossed I wake up on prepay Friday morning - with no termination or part charges from pay monthly.

I should just always come here first.

PaulBags

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  #1569074 9-Jun-2016 23:42
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Cancellation email came through at 10:30pm. Also got a temporary login to view the old account & bills with a 2 month expiry, so that's handy.

Thanks POB! :D

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