Spark NZ

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*Edit - Olivia did attempt to help which was appreciated, I ended up switching to Vodafone on a contract. I never heard back about price matching what Vodafone offered. Moved to 2 stars for the customer service effort made on Olivia’s behalf. Every time I top up my pre pay account there’s a new issue. Today it was clicking on a top up of a $29 bundle only to see it auto applied a $19 top up that the call centre operator turned on to resolve my last issue. Last issue I received a message after I topped up which took $.20 so it wouldn’t apply the $29 - advice was to top up $30 every time or be on wifi. It’s a $29 bundle not a $30 bundle! There’s a really frustrating delay between topping up and applying the credit. Don’t use your phone until you receive a text message confirming your bundle. After a year of this it’s become quite frustrating.

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Honestly always wanted to stick by telecom/ spark but it’s been a crappy experience recently for both me and my sister. My sister has had an ongoing battle with spark charging her account money she should need to have paid even though she had data available through socialiser. She had to talk to someone on the phone about it and they claimed they couldn’t give her a refund because she couldn’t prove what she was saying even though she could see what was using her data. Honestly I think this is completely false and dishonest. She has spend over 50 on this definitely not impressed. With my experience two times I have tried to top up the amount I need for my plan because I know they take money out for going on the app otherwise even though it should be free if you have money on it. However both times it has taken out 30$. This is not to mention almost every time I go on the app it comes up with ‘error’ or something along the lines of. Very disappointing Spark.

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I can’t emphasise enough how bad this app and company have been. The app is useless, on one occasion I paid my bill through the app the app then crashed and charged me twice for the bill I then had to dispute this with my bank ANZ as Spark we’re only claiming to have taken one payment even though my bank account said otherwise, I had to wait a month for ANZ to recover my money. On another occasion I paid through the app and the money left my account but the app did not update and said I still owed money , went into the Spark store where they said they’ve received payment and the app would update, it didn’t and I got charged again for my bill and a late payment (which I didn’t pay), a long with these 90% of he people I have dealt with in person or over the phone have been of little help unfortunately, I’ve cancelled all my contracts with Spark and will be using Vodafone from now on, can’t warn you enough about this incompetent company.

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Spark NZ claims itself to be a telecommunications company. Couldn’t be further from the truth. As we all know things can go wrong from time to time and therefore you need humans to actually sort the problem out. But leaving your customers hanging for so long (always consistently over one hour) you rate a 0. And leaving your number for them to call you back, well you could make the effort to actually call back. That robot you have for Lightbox needs replacing by someone that knows how to build it at least. Can’t answer your questions and comes up with a completely different standard answer (like the remote overseas workers) that doesn’t fit the question. This app doesn’t work and is not up to date ever, always has connection problems even when working on Wi-Fi so can really only use the first page you open up.

I have been with both 2 degrees and Vodafone and found both of there apps and service to be very average, and on the odd time extremely difficult. I have just joined with Spark and not only is there service 100% better, the app is too. They were more than helpful when they set it up for me and gave me a quick rundown on everything I could do through the app. Admittedly it took me a while to get used to but now that I know how to use it I doubt I will have to go into a store for help or info for quite a while! I can check my interest free payments, I have all of my bills at the tip of my fingers and I can always quickly check my usage while I’m on the go. Love love love Spark!