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Topic # 222536 16-Aug-2017 12:36
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I received my monthly bill for my on-account service. On the 13th of August, I made a payment for the owing balance, $74.94, but noticed that this was not acknowledged even after a day. I assumed that the payment had simply not gone through, and tried again on the 14th. This time around, the payment was acknowledged and the balance updated immediately, as expected. However, I am seeing on my bank's transaction history that BOTH payments were taken by 2degrees, but only the later payment is showing on my account.


It is rather concerning that this payment of $74.94 has apparently vanished - I would like a refund for this missing amount.



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Spark NZ

  Reply # 1847519 16-Aug-2017 12:40
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Presumably you have raised this directly with 2 Degrees and are only posting here as a last resort?


Cheers - N

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  Reply # 1847521 16-Aug-2017 12:42
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Just yesterday my Wife received odd emails from them saying the account was stuffed. She spent 30 minutes on hold to be talked to in what I would think was a bit of a passive aggressive manner even when she provided the proof from our end that the payment had been taken. No apology or anything. We're both pretty pissed about it actually. Expect better than this.


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  Reply # 1847582 16-Aug-2017 13:50
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Here is not an official support thread. You're best (if you haven't already) to phone 2Degrees and ask them. They should be able to fix it up for you.

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  Reply # 1847633 16-Aug-2017 15:49
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Hi Delitus and Nudibranch


Some types of payment like internet banking or via NZ Post shops may take a day or 2 business days to get through to us, direct debit or credit card auto-payments via Your 2degrees is the quickest way to get your payment through to us. 


Nudibranch - Apologies if the call wasn't handled in the way we expect it.  


Happy to look into your issues on here if you PM us the details below but our Care team on 0800 022022 or 200 from a 2degrees phone should be the first port of call.  


Re the missing payment - 


Please PM us the 2degrees number, 4 digit PIN and the following details (if you haven't already given them to us) -
Date of payment:
Amount paid:
Method of payment (i.e. calling 201, Your 2degrees, online page, Mobile app, NZ Post, Internet banking)
Bank account number (for internet banking payments):
If paid by credit card -
Last 4 digits of card:
CC Expiry date:
Type of card:
Name on card:
If you have any reference numbers or screenshot that would be useful too.

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  Reply # 1855432 30-Aug-2017 18:35
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Still awaiting the refund after two calls and two weeks. The first time I called, I was advised that the refund will be processed within two business days. That did not happen, so I called again during the following week, and was told that refunds could in fact take up to five days to process. Since then, another week has passed with no refund. What is going on? Do I need to give yet another call to chase up?

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