Topup amount taken twice

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Topup amount taken twice

Dom007

53 posts

Master Geek

#91223 8-Oct-2011 16:43

I noticed I got 2 texts from the topup service in quick succession thanking me for topping up. Thinking this was a bit strange I checked my account and it has taken 2 lots of $20 at the same time. Luckily it did credit my mobile with this amount but unfortunately it is not what I have signed up for. Have logged a "problem" with them on their website - will be interesting to see what they say. If it happens again I'm going to VF as I'm not gonna stay with a company that does not bill its customers properly.

Anyone else had this problem ?
I've not encountered it before and I've been with them over a year.

vita

68 posts

Master Geek

#531133 9-Oct-2011 10:37

You would be best to log it with them by calling 200 as their email is backed up quite a bit (mentioned on here and facebook)

nakedmolerat

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#531154 9-Oct-2011 13:08

Dom007: I noticed I got 2 texts from the topup service in quick succession thanking me for topping up.? Thinking this was a bit strange I checked my account and it has taken 2 lots of $20 at the same time.? Luckily it did credit my mobile with this amount but unfortunately it is not what I have signed up for.? Have logged a "problem" with them on their website - will be interesting to see what they say. If it happens again I'm going to VF as I'm not gonna stay with a company that does not bill its customers properly.

Anyone else had this problem ?
I've not encountered it before and I've been with them over a year.

a simple call to 200 will solve the problem within minutes. I don't think you have to be too dramatic. you have been 2 degrees customer for one year and this is the ONLY issue you have encountered so far ;-)

Regs

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Snowflake

#531254 9-Oct-2011 20:17

my wife had that happen once. it was obvious that it was a browser issue at the time, cause the page timed out, and when we went 'back' it appeared to try again... a quick call to the care line had it sorted in a couple of minutes.

havent noticed it happening on other occaisions though

Sales Engineer
Snowflake
www.snowflake.com

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Twitter: @nzregs

2degreesCare

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2degrees

#531558 10-Oct-2011 15:38

Dom007: I noticed I got 2 texts from the topup service in quick succession thanking me for topping up. Thinking this was a bit strange I checked my account and it has taken 2 lots of $20 at the same time. Luckily it did credit my mobile with this amount but unfortunately it is not what I have signed up for. Have logged a "problem" with them on their website - will be interesting to see what they say. If it happens again I'm going to VF as I'm not gonna stay with a company that does not bill its customers properly.

Anyone else had this problem ?
I've not encountered it before and I've been with them over a year.

Can you PM your 2° # so I can look into this for you.

Cheers
^POB

Dom007

53 posts

Master Geek

#531565 10-Oct-2011 15:54

PM sent. Thanks

hamish225

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#531748 11-Oct-2011 01:04

Why are you complaining about getting free money?

What.

*Insert big spe*dtest result here*

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Dom007

53 posts

Master Geek

#531763 11-Oct-2011 07:27

I'm not - I was set up for a $20 auto topup and instead it did a $40 auto topup and charged me.

Kyanar

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#531788 11-Oct-2011 09:13

nakedmolerat:
Dom007: I noticed I got 2 texts from the topup service in quick succession thanking me for topping up.? Thinking this was a bit strange I checked my account and it has taken 2 lots of $20 at the same time.? Luckily it did credit my mobile with this amount but unfortunately it is not what I have signed up for.? Have logged a "problem" with them on their website - will be interesting to see what they say. If it happens again I'm going to VF as I'm not gonna stay with a company that does not bill its customers properly.

Anyone else had this problem ?
I've not encountered it before and I've been with them over a year.

a simple call to 200 will solve the problem within minutes. I don't think you have to be too dramatic. you have been 2 degrees customer for one year and this is the ONLY issue you have encountered so far ;-)

In all fairness though, the ONLY issue he's had has been with the second most critical thing to get right - billing you.

Dom007

53 posts

Master Geek

#534899 18-Oct-2011 19:01

An update - CS rang to say this is a known problem and is happening with other customers. Unfortunately they cannot say when it will be fixed. Also they told me they can't say if customers are going to be informed when they actually have fixed it !

So - good effort on ringing back (although it took a week unfortunately), but minus points on not being able to bring closure to raised incidents I'm afraid.

Looks like their customer service needs a big looking at. there are good, dedicated people there I think but maybe they are overstretched (ie why it takes a week to respond) and also probably a lack of leadership/communication/direction within 2 degrees CS ?

Anyway they are my thoughts as a customer from the outside.

cheers - and thanks to the 2 degrees guys on here anyway for looking into this.