I've just been a very bad experience with their phone support team. I might be a just bad luck, I switched from VF to 2D few months ago.

when i was on pray pay, it was seems to be fine. since i moved on to monthly pay, the issues happened.

1. I bought $30 voice pack for that month before a jointed monthly pay. there were some minutes left when i joint to monthly pay. but those minutes did not appear in my balance.


2. First month i've only used 101 minutes as shows on my bill, but they charged me standard rate from some point. (I was on $39 plan, so i should have 120 + 100 = 220 in total)


3. from third month those 100 bonus minutes are disappeared from my account.


4. I was keep getting txt message from 2D telling me "your NZ min are getting low, you have less than 10mins left before you 'll return to std rates." (that's wrong, i've got plenty of minutes by the time i received those txt)

the worse things are about their customer services

1. I called first time to mentioned those above issues i've met 3 weeks ago. while i was on the phone, the support guy was getting details for ages, i had to go. then i told that guy that could i leave him to it and please call me back later today and let me know what's happening. he responses "YES" 


2. after few days, no one called me and i pick up phone called again and asked my issues again. They said it's been passed to tech team and some one is looking into it. i said ok, but why did not that guy call me and let me know? could you make a note get some one call me tomorrow and keep me posted what's the status about my issues please? they said "YES" again.


3. after few days, i did not get any call from 2D at all. so I called back and ask for a supervisor to talk with. well this supervisor was not bad at all, he explained the situation which he does not know much about, and the problems has not been solved yet. but he promised will call back next day and let me know.


4. He called on a Friday and told me they are still looking into the problems. I said that it a bit slow, but i'm happy about his call. I understand it takes time to fix issues. Also i'm expecting a call from him on Monday again.


5. Next Thursday(yesterday), because i did not received call from him or anybody else, i have to pickup phone and call again. finally i've got him on the line and he did apologize and promised he will call me before lunch time today to get me some updates.


6. about 9am today, some one from tech team called me told me that my issues are all resolved. but she just mentioned 2 of them(1&3). I've told her my bill is not right and did a math calculation with her together to get the result "it is charging me wrong". he said:"ok, we are going to refund those money we overcharged you'. and about those txt, you will not get them from now on.


7. i was not happy about the way 2D treats this, i asked a supervisor to talk again. That supervisor was telling me off, your issue has all been fixed, what else you what from us? your money has been refund, your bonus mins has been replaced into your accounts. This is it! Tried to hang me off.


8. I really did not know what to say to her, and I asked a email which is explaining what have they done about fixing my issues and i will review it.


9. till now, i haven't got any email from them at all. lets see how long it takes this time. (Might be quicker, cause i publish it to the public this time)

I'm really tiered to talk about this again and again with them, imagine how many time i've talked this with the call center people to explain what i've been through.

2D!!! You've done very good job about lower the mobile cost for New Zealanders, i'm really appreciated that. but in the same time please don't reduce the service quality!!! Price is not the only thing your customers care.