Top up hasn't gone through but money taken off credit card

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Top up hasn't gone through but money taken off credit card

rugrat

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#219097 26-Jul-2017 01:11

Hi,

I just topped up using 2degrees applic on iphone.

Then get text saying "Your top up hasn't gone through. Please try again or call us on 200 for help."

Yet my credit card has been charged $20 to "131 khyber Pass Road Auckland NZ"

Maybe it's because early hours in mourning, but then if can't top up why take my money?

scottjpalmer

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#1830424 26-Jul-2017 02:46

What did they say when you called 200 as instructed?

rugrat

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#1830432 26-Jul-2017 07:15

Outside hours,?think it's 8.00 this mourning line opens.

I need phone today, have early start, and don't have time to muck about in mourning to sort it.

That's why. I was topping before going to sleep.

I got text, so was definetly topping correct number. Credit still has not shown up.

scottjpalmer

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#1830440 26-Jul-2017 07:47

I've talked to them in the middle of the night before. Did you try to call them?

rugrat

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#1830443 26-Jul-2017 07:48

Got through.

Says it may cedited back as a holding charge.

Been sent through to finance team to track, could take two or three days to reverse.

Said that needed to use phone urgently today, medical reasons but was advised not to try and top up for 2 to three days.

So they put 60 bonus minutes on phone, still don't understand why top up didn't go through but was able to put hold on card.

Linux

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#1830444 26-Jul-2017 07:48

You think it's 8am the helpdesk opens? Did you actually call as I am sure it's 24/7 support

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scottjpalmer

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#1830445 26-Jul-2017 07:49

You'll probably find their system put a hold on the $20 but couldn't complete the topup so didn't complete the transaction. In a few days or a week that $20 will probably be back on your available balance.

Edit: Bingo

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#1830446 26-Jul-2017 07:50

A hold on a card is very different to a charge that makes no sense at all, A topup is a charge to a card end of story

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#1830447 26-Jul-2017 07:51

scottjpalmer: You'll probably find their system put a hold on the $20 but couldn't complete the topup so didn't complete the transaction. In a few days or a week that $20 will probably be back on your available balance.

Edit: Bingo

It should reverse the payment straight away if it can't credit a number

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Stu

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#1830471 26-Jul-2017 08:56

Payment reversal might happen immediately but as mentioned above, the way credit cards work that reversal can take a few days to actually appear on the account/card. A reversal isn't the same as making a deposit to the credit card. Can be damned annoying!

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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rugrat

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#1830605 26-Jul-2017 12:17

It has topped up now, between 9.00am and 11am.

Yes I rang 200 and when pressed button to talk to person was told outside hours.

2degreesCare

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#1831684 26-Jul-2017 15:30

Hi, we’re still available 24/7, 365 on 0800 022022, 200 (or +64 22 200 2000 if overseas) however between 11pm and 7am we are only able to resolve emergency issues like lost/stolen phones and roaming assistance. Our self-service options are always available but for a query like this you would need to call back after 7am.

If you need this followed up on right now please PM us the details.

Cheers

^POB

rugrat

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#1831887 26-Jul-2017 22:07

Thank you for offer, seems to be sorted now.

Plus I got an extra 60 minutes (expire one month) as didn't know what was happening, they can take it back if wish as my normal roll over minutes have loaded now.

In future hope it doesn't take 8 hours plus from top up, to appearing on phone as this time. Don't know what happened there.