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Topic # 89227 29-Aug-2011 03:12
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It's a bit late in the day for me, but I'd like to check.

I thought they did, but my credit expired recently without warning.

I did get a txt message mind you, but that was advising of impending account expiry due to no top-ups within a year, and that, apparently, is quite a different thing.

Why didn't I top up?  I often just don't use the minimum amount each year.  I receive calls, but almost never make them, send few txt messages and never use data services.  I've had to keep giving 2 Degrees more money each year just so that what I had already given them but not used didn't "expire".  Foolishly, I had not made a note of the last date I topped up, and - poof - my $33 credit was gone.

What have others experienced: txts advising that 2 Degrees is about to take your money unless you give them more, or nothing at all?

I say it's a bit late because that's the second time I've had credit evaporate unexpectedly, in two different ways, and in neither case was 2 Degrees willing to come to any accommodation.  I'm off to Telecom ASAP, where by virtue of having a Telecom landline, I'll have no minimum monthly fees for my new mobile connection, and no "top ups" at peril of "expiring", mysteriously or otherwise.

However, in addition to satisfying my curiosity after the fact, there is a cautionary tale here for other low usage prepaying 2 Degrees customers: one of the following must be true:

Either
- 2 Degrees do not give txt warnings, so watch out: if you don't set your alarm clock for one year when you top up, your credit may just disappear into 2 Degrees' coffers;
or
- they normally do, but something broke in my case, they denied it, and did nothing to fix the problem.

Trivial, you may think, since it must affect just a handful of people and the amount of money is relatively low.
Well if it is, then it would be just as trivial for 2 Degrees to address the problem fairly for those few affected, yet they did not.  Furthermore, if anyone thinks $33 is a trivial amount, not worthy of consideration, I invite them to send it to me for absolutely nothing in return.

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  Reply # 513264 29-Aug-2011 05:56
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Yes, we do send warnings out.




iPad Air + iPhone SE + 2degrees 4tw!

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


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  Reply # 513268 29-Aug-2011 07:33
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Vodafone are also erratic with SMS alerts --- they cut off my prepaid phone without warning.   I phoned them asked why, they said I didn't top up.  But, I told them I always top up when I get the SMS, and , they said they don't always send the sms and not to rely on that. 



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  Reply # 513272 29-Aug-2011 07:55
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wreck90:  But, I told them I always top up when I get the SMS, and , they said they don't always send the sms and not to rely on that.



Well, to be fair, our Ts & Cs say that too. :-)

But either way there are warnings sent out automatically, and your balance checks will always tell you when your credit is going to expire. If your policy is to leave it till the last day, and you forget or otherwise don't do it for some reason, well, sorry.




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


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  Reply # 513278 29-Aug-2011 08:04

A customer who spends $20 a year... Hum

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  Reply # 513290 29-Aug-2011 08:53
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Think of it as $20 per year to keep your number active. Whether you use it or not, there is still a cost to the mobile provider to have your connection live.




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  Reply # 513299 29-Aug-2011 09:18
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No... I insist on having 'something-for-nothing'
And when that doesn't work for you and you send me a message saying you're going to take my 'something-for-nothng' away unless I can find a 'liitle-something', then I'll get grumpy, and hit my keyboard....


Really xargi, you're saying 2deg told you your number would expire... $20 dollars would've fixed that. Is your number sooo important to you that you can't find 5cents a day to keep it???

2degrees did not take your credit, you simply didn't use it within the (generous) time available..... It really is that simple.

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  Reply # 513302 29-Aug-2011 09:31
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SteveON: A customer who spends $20 a year... Hum


That’s true, although if he receives calls then 2D are still making some money from termination revenue.

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  Reply # 513307 29-Aug-2011 09:47
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Have I got this Right? If a phone was turned off for more then 72 hours then any warning text you were sent would be lost.

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  Reply # 513327 29-Aug-2011 10:15

scheduler: Have I got this Right? If a phone was turned off for more then 72 hours then any warning text you were sent would be lost.


Yup!  

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  Reply # 513346 29-Aug-2011 10:56
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I am a very light 2degrees user - sorry 2degrees - I do recommend you!
Mainly use the phone to receive.....

I bought some credit last year that I hadnt used up - I can confirm that I got a couple of text warnings telling me that I needed to purchase some more credit by a certain date or I would lose it.

I cant fault their system.




Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler



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  Reply # 513408 29-Aug-2011 12:31
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SaltyNZ: Yes, we do send warnings out.

So it is option B then - the system broke, 2 Degrees denied it, and did nothing to remedy the situation. 

SteveON: A customer who spends $20 a year... Hum

Less than that.  What's your point?

coffeebaron: Think of it as $20 per year to keep your number active. Whether you use it or not, there is still a cost to the mobile provider to have your connection live. 

And that is what it still would have been if 2 Degrees if I'd received notification and increased by credit to $53 in order to use $5 in the next year.  Ultimately, they'd still get the money.

oxnsox: No... I insist on having 'something-for-nothing' 
And when that doesn't work for you and you send me a message saying you're going to take my 'something-for-nothng' away unless I can find a 'liitle-something', then I'll get grumpy, and hit my keyboard.... 


Really xargi, you're saying 2deg told you your number would expire... $20 dollars would've fixed that. Is your number sooo important to you that you can't find 5cents a day to keep it??? 

2degrees did not take your credit, you simply didn't use it within the (generous) time available..... It really is that simple.


Read my post again. I got NO MESSAGE saying my credit would expire. I got a message saying my account would expire.  In the process of dealing with that it, and in good time, it became clear that my credit had already expired.  That is the issue, not the expiry of the account (which they graciously extended to the end of the year - something which did not address the real problem at all.
SteveON:
scheduler: Have I got this Right? If a phone was turned off for more then 72 hours then any warning text you were sent would be lost.


Yup!  


Woooo - interesting, but I have the phone on its charger by my bed whenever I'm not actually carrying it.  I don't think that's a factor.

robjg63: I am a very light 2degrees user - sorry 2degrees - I do recommend you! 
Mainly use the phone to receive..... 

I bought some credit last year that I hadnt used up - I can confirm that I got a couple of text warnings telling me that I needed to purchase some more credit by a certain date or I would lose it. 

I cant fault their system. 

OK - it's looking more like option 2 then - flakey warning system and denial.

---
Thanks for all of the replies!

In summary - 2 Degrees say here that warnings are sent, but can't be relied on, yet this is not what I was told by their customer service people, who denied that warnings were given.  That system failed and despite the sums involved being insignificant from their perspective (since they have the "real" money anyway and it is only numbers in an account that is involved), they were not prepared to do anything at all about it.

Others state that they either have, or have not received warnings, supporting the position that the system is unreliable and so the onus is fully on the customer to remember the birthdays of their credit.

Interestingly, it looks like it is really option 1 AND option 2.  Warning messages don't always arrive, and 2 Degrees handle the situation very poorly, in my opinion.

I knew some would be critical of me over such a "petty" issue.  I'm happy to provide you with an email address so you can paypal a petty $20 or $33 to me - after all, it's only only about the standard 2 Degrees cost of a txt per day.  Any takers?

I thought not.

Oh - P.S.
On the "txts lost if phone off for 72 hours thing":  while that did not happen in my case, where I live the signal strength is terrible (this, in suburban Auckland ?!?): voice calls are usually unintelligible, and there are many times when I have "no bars" or "no network".  Txts do usually get through, although it can sometimes take multiple attempts to send one. (Incredibly, this takes SEVEN key presses - no criticism of 2 Degrees there of course). It's very unlikely, but not impossible that there was a 72 hour period during which I had no effective connection.  Conceivably, that could have had the same effect. 


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  Reply # 513450 29-Aug-2011 13:33
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Credit is valid for 365 days from the date you buy it
http://www.2degreesmobile.co.nz/prepay/topping-up/things-you-need-to-know-about-topping-up

I mean seriously dude, take some personal responsibility for checking your balance from time to time!

#6 How do I check my balance
http://www.2degreesmobile.co.nz/help 



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  Reply # 513465 29-Aug-2011 13:51
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Thanks, dude.
It's not the balance that is the issue, it's the expiry date. It's no simpler to remember to check this once a year than to remember to top up once a year. Do you remember what date you "topped up" 11 months ago?

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  Reply # 513466 29-Aug-2011 13:57
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xarqi: Thanks, dude.
It's not the balance that is the issue, it's the expiry date. It's no simpler to remember to check this once a year than to remember to top up once a year. Do you remember what date you "topped up" 11 months ago?


If I only topped up once a year to maintain my account I would probably make sure I put in in my calender or something.



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  Reply # 513473 29-Aug-2011 14:08
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NonprayingMantis:
xarqi: Thanks, dude.
It's not the balance that is the issue, it's the expiry date. It's no simpler to remember to check this once a year than to remember to top up once a year. Do you remember what date you "topped up" 11 months ago?


If I only topped up once a year to maintain my account I would probably make sure I put in in my calender or something.


That's the take home message I think.
The alert system from 2 Degrees, by their own admission, either does not exist, or cannot be trusted, depending on who is asked.  When it fails, they will not make any allowance, even though it would cost them nothing to do so and promote good relations with their customers.
Lesson learned.

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