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One human team-mate coming right up. I'm just going to ask you a few questions. You can
say stop at any time to cancel What do you need help with?

Billing and payments

What type of account is your query about?

Business

What's your first name?==

Stuart

What service are we chatting about?

Mobile

Great, now I need your email address

smckinlay@scap.co.nz

If you're disconnected from an agent for any reason, what number can they call you on?

021327589
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Thank you for your patience.

my account has increased significantly after I had a call telling me that we were running of
Data and changed plan. I want to revert to original plan

You're now connected with Amy

Kia ora, this is Amy from One NZ, how can I help?
Hi Stuart, do you want to change the plan for number 021327589?
my account has increased significantly after I had a call telling me that we were running of
Data and changed plan. I want to revert to original plan
yes

Please give me your full name, and 4 digits PIN for verification, I will look into this for you.
Stuart D McKinlay pin maybee 0245 or 4584

Thank you very much, that is correct.

Your current plan is Medium plan from $65 per month, do you want to change to One Plan
with unlimited Max Speed data, which is from $85 per month?
Is the 85 per month all you pay ?

And another number can be changed to Companion One plan which is from $40 per month
No, $85 is for the main plan, $40 is for the second number with the same plan with unlimited
data
Your current plan is Medium group plan, the main number is $65 per month, and the second
number is from $35 per month with 15 GB data
So that would be $ 125 pm all up ?

Yes, correct, from $125 per month for 2 numbers.

Your current plan is from $100 per month for 2 numbers
Please refer to this link for the group plans: https://one.nz/pay-monthly/#groupplans
But my account for the last month was $179 for the 2 phones The previous month was about
$ 240
Let me check your previous invoices.
Your last bill was $274.03 because there was a part month charge, because the plan was
changed on 08 March, so you were charged for the new plan from 08 Mar to 17th March, it is
the part month charge, the bill was generated on 17th Mar, customers are charged one month
in advance, there is a whole month charge from 18th Mar to 17th Apr, and the number 021
327 553 was charged 9 days roaming fee, which is $71.91 incl. GST
OK should there not be a credit for the original plan that would have been paid in Advance 1
month ?

If you check last invoice, under the mobile numbers, we refunded the charge for the old plan,
which is highlighted in Green, 'Credit',
Under the number - 021 327 589, Red Share Business Smartphone - Open term Credit 08
Mar - 17 Mar 2024 1 -$7.59 -$8.73
100% International Discount Credit 08 Mar - 17 Mar 2024 1 -$3.00 -$3.45
Local Number Credit 08 Mar - 17 Mar 2024 1 -$6.90 -$7.94
OK so the plan we have now has a Phone insure I have never ever asked for a phone insure
can this be credited back to whenever it started /
and cancelled going forward

Let me check the sales orders when the phone insurance was added.
Hi Stuart, I can see there is a sales order when the account was created, the phone insurance
was added because there was a phone device. And I have checked the notes on this account,
you never contacted us before to cancel the phone insurance. Because we do not sell phone
insurance anymore, if you check your last invoice, you will find there is no phone insurance,
it has been removed from your account.
What is the date of the sales order

I can see the sales order made in July 2014.

So I have been charged $15.49 per month since 2014 ?

It seems so.
I just randomly checked the invoices from 2022 and 2023 and found this charge.
mmmmm That phone is well past it's use by date and no doubt has gone where all good cell
phones go ! Ok the charge is still on my April account !

Please bear with me to 1 to 2 mins to double check.

Thank you for your time, have removed the phone insurance.
OK are you going to credit back say 50 % of the charges
What is VDSM
??

Sure, I will credit back the phone insurance.

Have credited back the phone insurance.
How much ?

VDSM is Vodafone Secure Voice Manger

I credited back $13.47 excl. GST for the phone insurance.
Sorry, VSDM is Vodafone Secure Device manager.
Do you want me to cancel this service from today?
The very least I would expect with regard to the Phone insure would be a credit back of 25%
of the charges made since 2014 .

Sorry, I have talked to my team leader, that is an add-on service, and we can find the sales
order for adding the phone insurance, and only when customers contact us to cancel the
service, and then we can remove that to avoid the charge. We also checked the notes on your
account, no one contacted us before to cancel the phone insurance, so we can't credit it back.
Who ordered the the vsdm ?

I found a sales order 00873650 made in 2015 when resigned the plan.
I tried, but can't find more details.
Do you want me to cancel the VSDM service from today?
Hmmm lots of add on's . So Cancel the Phone insure and credit back to when I got the call to
change our plan because we were running out of Data.

The phone insurance has been canceled. Do you want me to cancel VSDM ?
Yes and credit back the phone insure for feb and march ( Was discussed with the agent that
rang to get the plan changed)
( She was going to cancel it then)

Ok, I think I can credit back the phone insurance for Fed and March, $26.94 excl. GST
It's done. You will find the credit on your next invoice.
Please let me know if there is anything else I can help with you today.
Ok what are One going to do about the VSDM charges The least I think would be reasonable
would be 24 months credit . ??

Do you want to cancel the VSDM? Only when it is disconnected, and then we can look into
the credit for an unwanted service.
Hi Stuart, are we connected? Do you still need my help to cancel VSDM and credit back?
Yes it should be discontinued .
All phone are secure are they not?

Yes, there was only 1 phone insurance under your number, it was disconnected. Thanks for
your confirmation, I will cancel the VSDM. Because it is over my limitation of maximum of
$200 credit, please give me your best contact email address, I will create a case and email to
my Team Leader to approve the credit, will email you later to give you an update.
Do you want me to use the email address on file, smckinlay@hqpm.co.nz ?
smckinlay@scap.co.nz Would be good to ask for a policy credit against both the phone insure
and the VSDM
Had I been aware of the charges they would have been cancelled years ago My a/c has
always been wit Vodafone / one Would date back to last century
Thanks for your help

We can't credit back phone insurance because we need to pay to the 3rd party as well, it is an
insurance. VSDM is an added service, I can try to apply for a credit back.