Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




1288 posts

Uber Geek
+1 received by user: 267


Topic # 109542 21-Sep-2012 18:46
Send private message

I was with 2Degrees and changed back to Vodafone. On 3rd August, I confirmed that my last payment had been received & my account was cleared. On 15th August, I received an email from them saying my account was overdue. Shortly after, I received another email saying the first was in error and that my account was NOT overdue. I called and it was confirmed that my account was in order, there was nothing to pay.

That was the last thing I heard from 2Degrees. 

Today, I receive a letter from Dun & Bradstreet demanding payment for 2Degrees. I call 2Degrees and am told that they cannot give me any information because they no longer have the account & that I must deal with the debt collectors from now on.  I call the debt collectors and am told that the debt stands unless 2Degrees notifies them that it was an error. 2Degrees says they can't do that as its all now up to the debt collection agency. Nobody can tell me what the amount claimed relates to or what it is made up of. Did 2Degrees generate another monthly bill after I'd left? I have no idea. 

All I know is that I am damned glad I left 2Degrees and hell will freeze over before I recommend them to anyone. 


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3
5017 posts

Uber Geek
+1 received by user: 2049

Trusted
Subscriber

  Reply # 689649 21-Sep-2012 20:22
Send private message

Demand from the debt company proof of the debt.




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


3873 posts

Uber Geek
+1 received by user: 159


  Reply # 689664 21-Sep-2012 20:30
Send private message

I'm sure Salty will see this and sort it out. I dropped him an email yesterday about a really minor issue with prepay billing and he was kind enough to send me back quite a detailed response explaining what had caused the issue.

This stuff happens with billing systems all the time. I wouldn't get to stressed about it.

2Degreess service is normally very good. At least they have call centers in New Zealand (which I'm sure played a part in bringing some other providers home ;) ).

I wouldn't worry about trying to sort it out with the debt collector but just wait for Salty to have a look or pass it down to his team.

D




Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz


 
 
 
 


19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 689688 21-Sep-2012 21:13
Send private message

FYI Don played zero part

BDFL - Memuneh
58928 posts

Uber Geek
+1 received by user: 10296

Administrator
Trusted
Geekzone
Subscriber

  Reply # 689693 21-Sep-2012 21:21
Send private message
3873 posts

Uber Geek
+1 received by user: 159


  Reply # 689702 21-Sep-2012 21:35
Send private message

freitasm: Not the first time (1,2). Usually this can be fixed by contacting 2DegreesCare.


Those links are really interesting. 

Just shows how complex this stuff is to fully automate and get right.






Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz




1288 posts

Uber Geek
+1 received by user: 267


  Reply # 689752 22-Sep-2012 00:26
Send private message

freitasm: Not the first time (1,2). Usually this can be fixed by contacting 2DegreesCare.


Fixing, for the customer (or former customer) shouldn't be needed. Fixing the system seems to be definitely needed. 



650 posts

Ultimate Geek
+1 received by user: 102


  Reply # 689754 22-Sep-2012 00:30
Send private message

DonGould: I'm sure Salty will see this and sort it out. I dropped him an email yesterday about a really minor issue with prepay billing and he was kind enough to send me back quite a detailed response explaining what had caused the issue.

This stuff happens with billing systems all the time. I wouldn't get to stressed about it.

2Degreess service is normally very good. At least they have call centers in New Zealand (which I'm sure played a part in bringing some other providers home ;) ).

I wouldn't worry about trying to sort it out with the debt collector but just wait for Salty to have a look or pass it down to his team.

D


I'm sure Salty will fix it etc, but that doesn't change the fact that this is EXTREMELY poor.

This should NEVER happen. Some one at least should try and get in touch with you personally before your handed off to the debt collectors.

This sort of issue would put me off any company completely.

BDFL - Memuneh
58928 posts

Uber Geek
+1 received by user: 10296

Administrator
Trusted
Geekzone
Subscriber

  Reply # 689783 22-Sep-2012 08:06
Send private message

Elpie:
freitasm: Not the first time (1,2). Usually this can be fixed by contacting 2DegreesCare.


Fixing, for the customer (or former customer) shouldn't be needed. Fixing the system seems to be definitely needed. 



Of course not. The thing is you need this removed from your shoulder ASAP.

2degrees needs to accept there's something wrong with their process because when you have quite a few people with the same problem, there's obviously something they are missing. At some point customers will take this to ComCom and complain about the debt collection tactics.





ajw

1329 posts

Uber Geek
+1 received by user: 118


  Reply # 689794 22-Sep-2012 10:04
Send private message

Have sent email to 2d care with link to same.

3979 posts

Uber Geek
+1 received by user: 1539

Trusted
Subscriber

  Reply # 689799 22-Sep-2012 10:15
Send private message

freitasm:
Elpie:
freitasm: Not the first time (1,2). Usually this can be fixed by contacting 2DegreesCare.


Fixing, for the customer (or former customer) shouldn't be needed. Fixing the system seems to be definitely needed. 



Of course not. The thing is you need this removed from your shoulder ASAP.

2degrees needs to accept there's something wrong with their process because when you have quite a few people with the same problem, there's obviously something they are missing. At some point customers will take this to ComCom and complain about the debt collection tactics.



I believe they are working on it, actually, but billing is outside my area so I do not know what the holdup is. My bit does the rating - i.e. how much should the call cost. I don't look after the bills or collections.




iPad Air + iPhone SE + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.


3873 posts

Uber Geek
+1 received by user: 159


  Reply # 689819 22-Sep-2012 10:51
Send private message

ArcticSilver:  I'm sure Salty will fix it etc, but that doesn't change the fact that this is EXTREMELY poor.

This should NEVER happen. Some one at least should try and get in touch with you personally before your handed off to the debt collectors.

This sort of issue would put me off any company completely.



This comment from Telstra Clear's CEO sums up this issue quite well I  think...

“While the current consumer frustration with data caps and usage charges is understandable, such perspectives are in violent opposition to the physics and economics of network infrastructures. ” http://www.telstraclear.co.nz/company-info/media-release-template.cfm?newsid=442&myear=2012

The link is worth a read, it's quite interesting to understand how current big telcos regard this space.

While this issue is not about data caps, the issue is the same.  It's about the dynamics of getting a price point the customer will pay for balanced with all the back end systems that have to be delivered to bring a product to market and pay the team of people that do it.

What I find really interesting is the value it puts on information from D & B.  If you're paying for credit check information from a credit agency then you want it to have value.  What this is saying to me is that if I was making sales decisions based on D & B information then it could end up costing me valuable customers.

To me it's the guys in sales who should be most concerned about this stuff.  Having got a customer to agree to sign up for a contract, the sales guy is going to lose his sale and customer when he presents them with this credit information.

The OP knowing she has this credit problem currently, won't be going out an even attempting to make any purchases in the market at present. Is this what sales people want?

But what's worse for the sales team is the message it sends to consumers about signing contracts at all. 

Getting customers to make a commitment to spending the next X months of their life to pay for something that they don't really need is part of what sales is all about.

I'm very sure the OP will think twice before making a commitment to anything, consider if she really does actually need our technology offerings and just focus on being content with what she already has or doing something else with her money.

So while she comments she wouldn't recommend 2Degrees to anyone, it's everyone else that's going to be impacted that should really be concerned.







Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz


1380 posts

Uber Geek
+1 received by user: 209

Trusted
2degrees

  Reply # 689846 22-Sep-2012 11:20
Send private message

Elpie: I was with 2Degrees and changed back to Vodafone. On 3rd August, I confirmed that my last payment had been received & my account was cleared. On 15th August, I received an email from them saying my account was overdue. Shortly after, I received another email saying the first was in error and that my account was NOT overdue. I called and it was confirmed that my account was in order, there was nothing to pay.

That was the last thing I heard from 2Degrees. 

Today, I receive a letter from Dun & Bradstreet demanding payment for 2Degrees. I call 2Degrees and am told that they cannot give me any information because they no longer have the account & that I must deal with the debt collectors from now on.  I call the debt collectors and am told that the debt stands unless 2Degrees notifies them that it was an error. 2Degrees says they can't do that as its all now up to the debt collection agency. Nobody can tell me what the amount claimed relates to or what it is made up of. Did 2Degrees generate another monthly bill after I'd left? I have no idea. 

All I know is that I am damned glad I left 2Degrees and hell will freeze over before I recommend them to anyone. 



I'm sorry to hear of your experience with your final bill.  It's possible there was some activity on your account after paying your last bill and the last email hadn't taken this into account.  Paying your bill by direct debit or auto-payment as usual is not open to you once you terminate the account unfortunately.  To pay your last bill you need to go to NZ Post or pay by Internet Banking (search for Two Degrees Mobile) and quote your account number. 

We usually send an email to customers to let them know if there's anything outstanding on their account before involving D & B. 

So I can follow up on this for you please can you PM your 2degrees account number and email address. 

I appreciate this has not been an ideal situation and as Salty says we are looking to improve this process. 

^POB

2915 posts

Uber Geek
+1 received by user: 414

Trusted
Subscriber

  Reply # 689874 22-Sep-2012 13:34
Send private message

2DegreesCare: I'm sorry to hear of your experience with your final bill.  It's possible there was some activity on your account after paying your last bill and the last email hadn't taken this into account.  Paying your bill by direct debit or auto-payment as usual is not open to you once you terminate the account unfortunately.  To pay your last bill you need to go to NZ Post or pay by Internet Banking (search for Two Degrees Mobile) and quote your account number. 

We usually send an email to customers to let them know if there's anything outstanding on their account before involving D & B. 

So I can follow up on this for you please can you PM your 2degrees account number and email address. 

I appreciate this has not been an ideal situation and as Salty says we are looking to improve this process. 

^POB


How is that possible?  According to the OP, they checked with 2degrees that their account was cleared on the 3rd August, and the notification that their account was overdue was on 15th August.  Since bills are typically due 14 days after generation, that would mean the overdue bill would have had to have been generated 1st August at the latest - before they checked with you guys.  If there is in fact activity after their last bill that the CSR didn't know about on 3rd August, I'd say 2degrees has some bigger issues to investigate.

4025 posts

Uber Geek
+1 received by user: 1076

Trusted

  Reply # 689894 22-Sep-2012 15:31
Send private message

You'd think youd have numerous automated notifications if there is debt outstanding before its sent to the collectors. Because the moment you have debt collection appearing on your credit history, it destroys your credit rating which can cause major financial troubles.



1288 posts

Uber Geek
+1 received by user: 267


  Reply # 689934 22-Sep-2012 17:11
Send private message

Kyanar:
2DegreesCare: I'm sorry to hear of your experience with your final bill.  It's possible there was some activity on your account after paying your last bill and the last email hadn't taken this into account.  Paying your bill by direct debit or auto-payment as usual is not open to you once you terminate the account unfortunately.  To pay your last bill you need to go to NZ Post or pay by Internet Banking (search for Two Degrees Mobile) and quote your account number. 

We usually send an email to customers to let them know if there's anything outstanding on their account before involving D & B. 

So I can follow up on this for you please can you PM your 2degrees account number and email address. 

I appreciate this has not been an ideal situation and as Salty says we are looking to improve this process. 

^POB


How is that possible?  According to the OP, they checked with 2degrees that their account was cleared on the 3rd August, and the notification that their account was overdue was on 15th August.  Since bills are typically due 14 days after generation, that would mean the overdue bill would have had to have been generated 1st August at the latest - before they checked with you guys.  If there is in fact activity after their last bill that the CSR didn't know about on 3rd August, I'd say 2degrees has some bigger issues to investigate.


I called on 3rd August because 2Degrees terms & conditions state that when you close your account with them any outstanding amounts need to be paid immediately. 

I did not receive any invoice for charges that may have come through after that date. However, I received an email on 15th August saying I had a bill that was overdue. 18 minutes later, I got a second email saying:


Please disregard the email reminder you received as this was sent in error. Our apologies for the confusion caused, we note that your invoice is not overdue.


That was the last thing I heard from them until I received a letter from the debt collectors and called 2Degrees. 

While I understand charges can hit an account some time after the billing cycles, the simple fact is that I relied on 2Degrees to give me the correct information so that I could act in accordance with their terms and conditions. 

The reason I wrote, "bad communication" in the subject header is because I am not convinced I was given the correct information when I called - with any of my calls in August. When I asked if I owed anything, did the "no" answer mean, "no, there are no charges" or did it mean, "no, there are charges but they are not yet due for payment"? When I asked if my account was completely clear did the answer mean there was a zero balance (which is what I took it to mean) or were they saying, "its clear because its not overdue but there are charges coming that will need to be paid"? 

I relied on the answers to my queries and don't think its unreasonable to have relied on the email (above) either so having my credit rating hit by poor customer service by 2Degrees is both unfair and unreasonable. Telling me that they can't give me any details of the amount being claimed now because its no longer with them just adds insult to injury. 

I'm going to continue this with 2DegreesCare but I am also taking the issue further. 

 1 | 2 | 3
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Vodafone TV — television in the cloud
Posted 17-Oct-2017 19:29


Nokia 8 review: Classy midrange pure Android phone
Posted 16-Oct-2017 07:27


Why carriers might want to embrace Commerce Commission study, MVNOs
Posted 13-Oct-2017 09:42


Fitbit launches Ionic, its health and fitness smartwatch
Posted 12-Oct-2017 15:52


Xero launches machine learning automation to improve coding accuracy for small businesses
Posted 12-Oct-2017 15:45


Bank of New Zealand uses Intel AI to detect financial crime
Posted 12-Oct-2017 15:39


Sony launches Xperia XZ1, a smartphone with real-time 3D capture
Posted 11-Oct-2017 10:26


Notes on Nokia’s phone comeback
Posted 10-Oct-2017 10:06


Air New Zealand begins Inflight Wi-Fi rollout
Posted 9-Oct-2017 20:16


The latest mobile phones in perspective
Posted 9-Oct-2017 18:34


Review: Acronis True Image 2018 — serious backup
Posted 8-Oct-2017 11:22


Lenovo launches ThinkPad Anniversary Edition 25
Posted 7-Oct-2017 23:16


Less fone, more tech as Vodafone gets brand make-over
Posted 6-Oct-2017 08:16


API Talent Achieves AWS MSP Partner Status
Posted 5-Oct-2017 21:20


Stellar Consulting Group now a Domo Partner
Posted 5-Oct-2017 21:03



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.