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23 posts

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Topic # 87885 9-Aug-2011 17:24
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I have a billing issue to sort.  Sent an email 12 days ago - no reply.  

Tried calling today and the automated  voice suggested leaving a message for a callback as they are busy. I did that 8 hours ago - no call back ??

I used to get really good support in the past - is this a common issue now ?  Not good if it is as I was about to put a couple of phones onto a business plan. 

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  Reply # 503980 9-Aug-2011 17:28
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You are best to pm one of their guys on here, they are brilliant, the call centre....well.....

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  Reply # 504000 9-Aug-2011 18:18
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What's your issue, exactly?




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


 
 
 
 


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Master Geek


  Reply # 504034 9-Aug-2011 19:24
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I called them last week and was connected to a 'real person' within about 30 seconds.

After being issued a case number, I was called back around 18 hours later. Very happy :)

Sounds like the phone systems may have been down?



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Geek


  Reply # 504165 10-Aug-2011 09:02
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SaltyNZ: What's your issue, exactly?


My problem is that my data switched from data pack to casual rate without me getting the usual SMS warning to top up.  This means I have expensive casual data on my bill that I did not even realise that I was incurring.

 

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  Reply # 504172 10-Aug-2011 09:07
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jonathanreid:
SaltyNZ: What's your issue, exactly?


My problem is that my data switched from data pack to casual rate without me getting the usual SMS warning to top up.  This means I have expensive casual data on my bill that I did not even realise that I was incurring.

 

Samething happened to me, yet to see a credit on my account after calling last week.




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  Reply # 504175 10-Aug-2011 09:09
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jonathanreid:
SaltyNZ: What's your issue, exactly?


My problem is that my data switched from data pack to casual rate without me getting the usual SMS warning to top up.  This means I have expensive casual data on my bill that I did not even realise that I was incurring.

 


OK then, PM your number and I will have a look.




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


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  Reply # 504206 10-Aug-2011 09:50
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Hi,

Apologies for the delay in replying to your email, please can you PM me with your issues. Please include your email address so I can look into what's happened with that.

As it's account (billing issue) related please include your DOB and address for authentication.

We try to send you a SMS to let you know your pack is running low, we'll look into that too.

Cheers
^POB



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Geek


  Reply # 504231 10-Aug-2011 10:26
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2DegreesCare: Hi,

Apologies for the delay in replying to your email, please can you PM me with your issues. Please include your email address so I can look into what's happened with that.

As it's account (billing issue) related please include your DOB and address for authentication.

We try to send you a SMS to let you know your pack is running low, we'll look into that too.

Cheers
^POB



Thanks for the reply - SaltyNZ is currently looking into it 

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  Reply # 504253 10-Aug-2011 10:59
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I had a similar problem with my data pack not renewing (due to low balance) and despite the text from 2 Degrees saying it would auto renew when I topped up and standard rates would apply until I topped up the system didn't work as advertised.

I topped up, it still kept chewing through at standard rates and the data pack did not renew. I rang the support team and they got me to end the current data session and they bought a new data pack for me. They also credited me for the money I was charged at standard rates after my topup.

It probably took them 5 minutes to answer the phone when I rang so not as fast as in the past but still reasonable.

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  Reply # 504287 10-Aug-2011 12:14
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graemeh: I had a similar problem with my data pack not renewing (due to low balance) and despite the text from 2 Degrees saying it would auto renew when I topped up and standard rates would apply until I topped up the system didn't work as advertised.

I topped up, it still kept chewing through at standard rates and the data pack did not renew.


They've also failed to auto renew the 1gb plan on my iPad this month despite it having auto renewed for the previous couple of months. This whole data pack renewal thing is getting really confusing because they have changed the rules twice now, and even if you understand whether your particular data pack will auto renew or not it still doesn't always seem to work the way it's supposed to.

I find that it pays to be aware of your data pack expiry date and check manually even if you are expecting it to auto renew.

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  Reply # 504324 10-Aug-2011 13:27
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Wish 2 degrees would txt when you actually run out. they txt when you have 10mb left but have never got one when I actually run out.

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