All data and call credits wiped from my account.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › All data and call credits wiped from my account.

Zippity

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#197935 19-Jun-2016 00:31

For the past few years, I have had a $19 monthly combo on my Tablet which has been great for when I am away from home and without aceess to my PC.

My data credit was over 10 Gig and my telephone minutes tens of hours.

Unfortunately I missed this month's top up and after making payment tonight, I now find that all my data and talk credits have been wiped from my account.

I realise that I have erred by not keeping my account up-to-date, but to lose everything by 2 days really sucks!!

PhantomNVD

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#1576427 19-Jun-2016 00:58

I understood it was a two week period that you had, in order to pay and maintain the rollover credit. Perhaps they simply haven't processed the payment yet?

Do you have the 'new' entitlement credited?
Have you rung them up and asked?

I found 2D to have exceptionally good answer times and have always had great response whenever I've queries anything, even at midnight when I ran out of credit once myself.

At least ask... It can't hurt, right?

"If you top up your Prepay Account with sufficient Re-charge Credit while your Carryover Combo is on hold, the Carryover Combo will automatically renew and future renewals will continue to occur on the date you topped up. This becomes your new Renewal Date. If you do not top up your Prepay Account within the 14 days your Carryover Combo will be cancelled and you will need to purchase a new Carryover Combo if you wish to have it again."
https://www.2degreesmobile.co.nz/termsofuse/mobile/prepay/value-packs-add-ons/carryover-combo-terms-and-conditions/

richms

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#1576428 19-Jun-2016 01:01

I had this happen when I was being miserly with my topups after being burned with casual data rates using up $40 or so in the space of a couple of days when I had no idea I was out of pack data.

Since I was not leaving the credit on there other than the $1 that got left, I forgot once and lost a crapload of call time and a few 100 megs of roll over I had accumulated on that sim since it was not my primary one. They sorted it out when I called them up.

Richard rich.ms

Zippity

683 posts

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+1 received by user: 132

#1576497 19-Jun-2016 10:08

PhantomNVD: I understood it was a two week period that you had, in order to pay and maintain the rollover credit. Perhaps they simply haven't processed the payment yet?

Do you have the 'new' entitlement credited?
Have you rung them up and asked?

I found 2D to have exceptionally good answer times and have always had great response whenever I've queries anything, even at midnight when I ran out of credit once myself.

At least ask... It can't hurt, right?

"If you top up your Prepay Account with sufficient Re-charge Credit while your Carryover Combo is on hold, the Carryover Combo will automatically renew and future renewals will continue to occur on the date you topped up. This becomes your new Renewal Date. If you do not top up your Prepay Account within the 14 days your Carryover Combo will be cancelled and you will need to purchase a new Carryover Combo if you wish to have it again."
https://www.2degreesmobile.co.nz/termsofuse/mobile/prepay/value-packs-add-ons/carryover-combo-terms-and-conditions/

I missed the two week top up window by 2 days.

I called their 0800# and was told told by an American female voice: "you have lost everything and it cannot be restored"

I have asked that a Supervisor calls me to discuss this matter, but I am not holding my breath.............

PhantomNVD

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#1576506 19-Jun-2016 10:31

So you missed the payment by 16 days, not two, and are hoping they will break their own rule for you.

Gutting, yes, but fair enough too!

Zippity

683 posts

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#1576508 19-Jun-2016 10:35

Yep

Funny how I lose all my credits but get to keep my phone number.

freitasm

BDFL - Memuneh
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#1576521 19-Jun-2016 11:25

Because the phone number is given to you on a different basis - "one year from last topup" or whatever.

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richms

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#1576525 19-Jun-2016 11:36

Will still have credit, its just the rollover accumulation that will have expired.

Richard rich.ms

Zippity

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#1576528 19-Jun-2016 12:10

Yeah, it is the loss of the rollover that I am so pissed about

PhantomNVD

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#1576544 19-Jun-2016 12:46

Shouldn't take you too long to accumulate again as "tens of hours" and "over 10Gb" don't normally accumulate on high users accounts 👍

NonprayingMantis

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#1576556 19-Jun-2016 13:44

If you've accumulated that much stuff, it means you probably only very rarely (or never) use your plan allowance, and most months get nowhere near it.
In which case, you'd probably be better if switching to a cheaper plan or provider.
Sure, some months you will need to spend a little more when you use more than usual, but that is very rare judging by how much you accumulated already, and every other month will be saving money.

Rollover data or minutes that you never use might as well be not there.