Amaysim - Voucher Stacking Fiasco - Thoughts?

SaberX on 07/06/2016 - 15:43
Last edited 07/06/2016 - 15:45

Just wanted to see what others thought. I was one of those who scooped up amaysim vouchers when they were on special in woolies on ozbargain ($19 i think for a $44.95 plan voucher).

Now, cashing in the redemption results in the vouchers being 'stacked' to your account, with IMHO not much of a trail to show you cashed them in, apart from a message under one tab of your online account showing you have "3 saved vouchers' or the like.

Now I can't agree with what amaysim have told me today, but basically my renewal failed today. When pressing online live chat , I've basically been told that while I stacked all my vouchers well before expiry date, as the stacke vouchers went to be redeemed 'after' the expiry date on the printed vouchers, they weren't honoured. And as such they couldn't do anything.

Now I find this pretty absurd - you printed an expiry date on your vouchers, and i made the effort to 'use' them and load the number on. Now whether you gave me credit or 'stacked' a voucher onto my account, to me i used it well before the expiry. Unless there is a terms and conditions that 'use' before expiry involves using the voucher for creidt, and not stacking, I think they're taking users for a ride. Surely others have found similar predicaments?

For the 3 x $44.90 value vouchers they calim are now expired and can't be reinstated, they're offering me an once off goodwill $44.90 plan. Not much consolation when i have to rebuy these vouchers again in my eyes.

I don't agree with this practice, and if they have an expiry date surely they could load it on as credit than 'stack' it and the unsuspecting user who thinks they have 3 stacked vouchers wakes up to find their auto renewal has failed.

Is there anything I can do to remedy it? Amaysim has been great to me so far but this has been a bitter experience in vouchers :(

P.S. To add: I was in contact for support with facebook amaysim on 4 May, where they confirmed my 4 remaining voucher numbers were saved/loaded and stacked - and where I even provided the expiry date. NOthing was mentioned except that they'd be there for 'future use'. I was offered the chance to cash them in for an once off goodwill 'credit' so I could upgrade to the 49.90 plan back in feb/march, I should have taken it sigh.

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Comments

  • GameChanger on 07/06/2016 - 16:09
    +2

    Eastern Culture might be able to help you out, maybe message him? https://www.ozbargain.com.au/user/46868

    • SaberX on 07/06/2016 - 19:20

      I'll give it a shot after work. Why do you suggest Eastern Culture btw?

  • kaBargain on 07/06/2016 - 16:43

    Asked pretty much the same thing in a live chat:

    Ruth T: Let me confirm to see if stacking them will extend the expiry on it
    Ruth T: I have checked and the expiry will stand , even if you stack this voucher

    The stacking is basically as good as you entering it in, just automated. ->If you enter the code in after the expiry date it won't work.

    I didn't have a problem with that, I only bought enough where I would run out before the expiry. Was asking for someone else who didn't keep track and ended up with 1 left over.

    My problem with it was there was no information about it on the website so you would've had to ask to find out.

    • SaberX on 07/06/2016 - 19:20

      Yeah, it's pretty elusively hard to find something like this out. GIven you can 'redeem' them to your account before the expiry, i calculated that buying 14 back at the discount would work just nicely as I think credit could sit in your account for xx amount of time. when they'd 'stack' i thought it was perfect.

      What cheesed me off though was on 4 may the customer rep who saw my 4 voucher codes and expiry date clearly said nothing, and said they were fine for future use - could've given me a heads up as alot more you could probably do before expiry than after I'd assume…lesson learnt, but it's somewhat unethical if you ask me as to me if you've redeemed a voucher code, you've done it before the expiry date. YOu can no longer redeem that voucher number, so the fact that they still apply expiry to it is ridculous, they should fix their back end tech so that vouchers are loaded and ready to use and don't need to be retested for expiry, after all you've already used it.

      If not, then offer us the option to have redeemed it as direct credit, rather than 'stacking' it automatically where we have no say.

  • Obey on 07/06/2016 - 20:45

    Are these for the 7gb plus starter packs which were on sale for $10? I'm pretty sure these don't have expiry dates or is it something else.

    • Sweetnsour on 08/06/2016 - 20:24

      These are recharge vouchers not starter kits

  • bluechan on 08/06/2016 - 15:28
    +1

    Just a heads up to my fellow cheapskates. I was on Amaysim Live chat on the weekend fearing the worse as I had a number of vouchers left with an expiry of 29/07/16. I was repeatedly told that the expiry still remains even after being loaded/stacked into my account. I let her know that before I bought the vouchers I was assured by Amaysim that once stacked that vouchers don't expire. I asked politely if there was anything she could do. To which she said she would escalate it and see if the vouchers could be loaded into my account as credit (voiding my vouchers in the process). I just got a call from an Amaysim customer service rep who explained that he was able to load my credit as a once off goodwill gesture. I explained that I had "friends" who are also in the same situation. He suggested that if you will have to contact Amaysim and you might be able to get the same.

    So I suggest:
    Contact Amaysim via Chat.
    Remember be polite, patient and thankful.
    Let them know that you have a number of vouchers which have expired or about to expire. (I don't know if you will have as much luck with expired vouchers though…).
    Let them know that you were misinformed before purchasing the vouchers about the expiry.
    Ask if the rep could escalate the case and have the vouchers converted into credit.

    Good luck fellow cheapskates.

    PS. One important thing to note. Credit expires 90 days after the last recharge. Which means I'll need to recharge my account every 90 days until I use up the credit.

    • acai on 14/06/2016 - 16:03

      PS. One important thing to note. Credit expires 90 days after the last recharge. Which means I'll need to recharge my account every 90 days until I use up the credit.

      Or you can purchase a data pack (e.g. 1gb) or a plan for a month and turn off auto-renew. This also will extend by 90 days.

    • SaberX on 14/06/2016 - 19:29

      Good thing is yours were July. Mine expired already just at the start of June I believe or end of May. I'll try to contact amaysim - did they stack credit for the full amount of your vouchers?

      I basically only got one months worth of credit (i had 3 stacked vouchers voided). I got a second month free as i contacted the facebook chat too who offered the month credit, so they both doubled up on each other unknowingly. Still, I'm one month out of pocket… the only down side is I got the $40 BP amex offer so i bought 3 lots of the $40 vouchers for only $30… still doesn't change that I was one voucher out.

      Just annoying that I am pretty sure I was told they stack and will be honoured after expiry. But now that it actually has happened all I get are quoted terms and conditions that are slipped in there to back them up that it's basically 'too bad' for ya.

      Wonder if i can live chat and get my third voucher im out of pocket by honoured, but i doubt it :(

  • theophilusthistler on 20/06/2016 - 00:58

    I purchased 12 recharge vouchers back in July and the last one has apparently expired. Amaysim customer service has been useless so far. Via email they said voucher never existed. Via chat they acknowledged the voucher but said vouchers are only valid for 12 months since date of purchase - didn't seem to understand that July '15 was less than 12 months ago. Now (still) waiting 4 days for a call back from one of their resolutions team.

    • kirynflare on 09/08/2016 - 14:09
      +1

      Did you end up resolving the issue? I'm in the same situation as you, albeit a few more vouchers.

      • Drifta on 09/08/2016 - 20:46

        Ohh no.. Looks like I'm going to have the same issue then. I have 5 vouchers :(

  • Drifta on 30/07/2016 - 02:24

    Shit…Im in the same boat. I have 5 currently stacked and my account renewed 2 days ago so I wont know till the 26th if it works or not. Really hoping the stacked vouchers work - If not there will be plenty of calls to them. Would the telecoms ombudsman help in this situation? I still have all my vouchers physically as well. Kept them just incase

  • kenmizuki on 01/09/2016 - 18:51

    According to this deal, I bought 23 vouchers(expire in one year time) and added all into my account.
    https://www.ozbargain.com.au/node/205386

    !!! The reason I bought more than 12 due to the information given by amaysim team member " the expiry is only for the voucher itself, once added to the system there is no expiry"..

    I didn't save this conversation, so they are not going to honor those expired vouchers.

    I know there's a lot of people like me bought more than 12. What can i do?

    • Drifta on 01/09/2016 - 19:31

      They gave me a credit for the value of 5 vouchers i had left. asked me for voucher numbers etc which I said I didnt have anymore as I loaded them onto the account. Told them I have been advised by other people in the same situation that they were given credit and then It was done as a once off for me.

      • kenmizuki on 01/09/2016 - 19:49

        thanks so much for you reply

        • Drifta on 02/09/2016 - 13:47

          no probs, good luck!

        • kenmizuki on 05/09/2016 - 20:21

          @Drifta:
          I did a online chat with amaysim staff, but she didnt know to how to handle my case and told me that her supervisor will contact me later.
          3 days later I have received a call from amaysim, the staff insist that the voucher expire in 365 days and only offer me 20 dollars for goodwill credit.
          I told them a lot of people have this issue, you offer them full credit per expired voucher. but she said those guys were luck and she will not do this for me.
          This is quit not fair at all, should I complain to fair trading?

          7 expired vouchers for a 20 dollor goodwill credit is a joke, I surely refuse this practice.

          I plan to make a complain to ACCC.
          My point are :
          1. the information given by amaysim team member " the expiry is only for the voucher itself, once added to the system there is no expiry".. is misleading.
          2. I loaded first 12 vouchers into my account and the mobile app shows paid renewals : $538.80(44.90X12) for my loaded vouchers and the wedsite shows saved 12 vouchers which didnt show the expire day. this information is quit misleading. PS: remaining credit always shows expire day on it.

          those staff should be professional and they have responsibility to provide me a professional information.
          Due to all those misleading information, I loaded 7 more vouchers into my account. now they are all expired.
          If the staff didnt gave me that misleading information, I wouldn't buy and load 7 more vouchers into mt account.

          I am not the only one been told those misleading information.
          So should I discuss this with a lawyer regarding consumer protection?
          or contact media to seek help?

        • Drifta on 05/09/2016 - 21:56

          @kenmizuki: Just try contact another rep tomorrow and when you do speak to them tell them that it shows up as stacked on your profile and that you were clearly told that as long as you add the vouchers on your account they will keep getting deducted. Tell them that the fact that they show up as stacked suggests that you no longer have to worry about voucher expiry as the voucher has been 'used' by loading it onto your account. If this was going to happen they should have a warning on the website in your account.

          Keep persisting as they have to credit you.

          If it doesnt then I would lodge a complaint to the telcoms ombudsman first then go down the accc path. Most likely TIO will resolve it for you.

          Try resolve it directly and dont get off the chat till they credit the funds to you.

  • chinezejew on 05/09/2016 - 21:58

    Aiya…. sorry to hear.

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