2 degrees cancellation woes, a never ending drama

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2 degrees cancellation woes, a never ending drama

speakerguru

28 posts

Geek

#293904 21-Feb-2022 13:33

Hi all,

I wonder if anyone here has experienced the high level of frustration I am going through with 2degrees? I canceled my account along with my wife's PAY MONTHLY account last December. I was sent a survey to explain why I was canceling and responded accordingly. I was told I would receive a final invoice in January. This invoice never arrived and I am still being invoiced my normal monthly charge each month. Today I received an email saying my service has now been discontinued and I need to pay the current and outstanding invoices.

WELL, my account was closed by me in December, the service was cut at that stage NOT today and I changed to Kogan. This all took place in December. How come a business can operate like this? What is the problem with these people?

I am NOT prepared to sit on the phone for an hour waiting for someone to try and communicate with.

Can anyone recommend what to do? Maybe FAIR GO?

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#2872007 21-Feb-2022 13:37

You can't reach out to Fair Go if you have not called them! If you are not prepared to wait on hold use the call back feature works fine for me

speakerguru

28 posts

Geek

#2872009 21-Feb-2022 13:39

Thanks for the response, I have emailed them twice to call me. So far nothing. It is supposed to be a business, and I am the customer.

Dratsab

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#2872017 21-Feb-2022 13:49

Reply to the email saying you're not going to be paying them a cent and the account is in dispute. Let them know if they want you to discuss this with anyone they can call you.

speakerguru

28 posts

Geek

#2872019 21-Feb-2022 13:53

The email from them is a NO REPLY. I have sent messages via their feedback form, their contact form and for each one, I have had an email response saying someone will contact me soon. STILL NOTHING despite providing all of my contact details.

I wonder if 2degrees have been taken over by an English company? Their current behavior indicates it may very well be.

Linux

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#2872023 21-Feb-2022 13:57

speakerguru:

Thanks for the response, I have emailed them twice to call me. So far nothing. It is supposed to be a business, and I am the customer.

@speakerguru use the call back feature when calling 200 do not just email and say call me, You are not going to get called back

speakerguru

28 posts

Geek

#2872029 21-Feb-2022 14:00

OK, thanks, I will do that but not holding my breath. It astounds me people operate a business like this.

Linux

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#2872043 21-Feb-2022 14:25

speakerguru:

OK, thanks, I will do that but not holding my breath. It astounds me people operate a business like this.

People want cheap broadband so this is what happens! It is a race to the bottom

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

speakerguru

28 posts

Geek

#2872047 21-Feb-2022 14:27

All I want is to have my account settled. They are not capable of that.

timmmay

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#2872057 21-Feb-2022 14:35

Call them before you do anything else. You may have to be on hold, but use a headset or speakerphone.

Linux

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#2872075 21-Feb-2022 14:54

speakerguru:
All I want is to have my account settled. They are not capable of that.

Ranting on an unofficial support forum is not going help sorry

larknz

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#2872095 21-Feb-2022 15:20

6 weeks after you have made a complaint that has not been satisfactorily resolved you can apply to the Telecoms Dispute Resolution process and they will look into it for you. If more people started using this service the Telecoms providers might start improving their service. At the moment they seem to make it so hard that you just give up. DON'T GIVE UP.

speakerguru

28 posts

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#2872099 21-Feb-2022 15:29

Thanks for that, I wont give up

duffles

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#2872519 22-Feb-2022 09:45

larknz: 6 weeks after you have made a complaint that has not been satisfactorily resolved you can apply to the Telecoms Dispute Resolution process and they will look into it for you. If more people started using this service the Telecoms providers might start improving their service. At the moment they seem to make it so hard that you just give up. DON'T GIVE UP.

Sending an email to support or filling out a feedback form is not a formal complaint. TDR don't get involved simply because you don't want to sit through a telco's hold time. TDR is for serious disputes where mediation is required to resolve a complaint that both parties cannot agree on a solution after all avenues have been exhausted.
In this instance, it doesn't look like any back and forth has happened. TDR typically won't get involved in a scenario like this.

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

speakerguru

28 posts

Geek

#2872576 22-Feb-2022 11:37

Frankly, I don't care about all that protocol. I am the customer, simple as that. I will not sit on a phone call waiting for an unacceptable answer time to any business.

HOWEVER:

I AM PLEASED TO SAY ITS SORTED. The penny dropped and someone finally contacted me and solved it within a minute.

antonknee

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#2872579 22-Feb-2022 11:48

Not to be rude, but really? You seem to be refusing to engage with a service provider, via their official customer support channels, to resolve what is probably a genuine mistake on someone's part and a quick fix - but you immediately leap in with "FAIR GO!" 🙄 I absolutely abhor people whose initial response to anything is Fair Go, Commerce Commission, Disputes Tribunal etc rather than dealing with problems appropriately - that's not how the real world works anyway - and 9/10 the people who immediately scream Fair Go are actually in the wrong in my experience.

Anyways obviously 2degrees have messed up, so that's poor, and it's poor they've not responded to your digital contacts. I'm curious when you emailed/filled in the form ie how long have you been waiting for a response via that channel?

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