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Topic # 97184 13-Feb-2012 11:53 Send private message

Sorry to sound bitter on this topic, however after 2 billings, both my partner's and my recent bills didn't get the said credits ($20) each month when we signed up for Xmas 2011 512MB data-only MBB for tablets. Being on eligible On Account phone plans, we are supposed to get $10 for 12-months term, and further $10 credit for On Account phone user (so total of $20 per month).

So far into two months of billing with this MBB plan (attached to single invoice for our normal On Account bill) for each of us, no sign of "rectifying" this confusing and "disorganised" billing method that missed out on the credit.

I had to call up twice for the last bills, to get both mine as well as my partner's adjusted, and this month, our bills are showing the same mis-billing. I'm slowly getting annoyed and fearing that I may get frustrated having to call up every single time when new bills are out.

When is this mis-billing fiasco going to get rectified?! 




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  Reply # 580785 13-Feb-2012 12:04 Send private message

I presume you have already, but in these instances it's often a good idea to get the name of the person you were speaking to, and if your issue doesn't get resolved, ask for the manager, take their name, ask them what course of action they will take, what timeframe and how they will confirm for you the problem is solved once and for all. Even ask them to email you confirmation.

It's important for them to give you a timeframe for resolution, or next contact.

Cheers

[Moderator edit (MF): first reply, no need to quote the whole thing again).
 

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  Reply # 580786 13-Feb-2012 12:05 Send private message

Hi Kelvin

I have explained by email and phone how this works and how a $20 credit is applied to the account once a month to cover the difference

I can forward the emails again to you and call you again if that helps?

John




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  Reply # 580790 13-Feb-2012 12:09 Send private message

Hi networkn

There is actually no fault as such and how this works that the 512Meg plan is charged at full price on the invoice and then a $20 credit is applied during the month which then drops the total amount owing -$20






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  Reply # 580791 13-Feb-2012 12:11 Send private message

Thanks John, I understand the situation, thought I'll try another different avenue and hoping the Vodafone CSR that monitoring Geekzone's Vodafone forum may able to look into this weirdness and hopefully some solution can come out from it.

I dread having to call the CSR to get this sorted every month (if the said date of 15th-17th of the month) doesn't show any credit applied.

As via previous email conversation we had, my partner's billing cycle is happening early in the month, and mine near the end of the month, and potentially either one of us missed out the credit being applied at set date, or otherwise, it isn't applied as it intended. Worse is, the credit isn't itemised as it should be from month to month on the bills.

I know we can check My Vodafone to guess if the credit has applied if lucky but I should be able to look at the paper/electronic PDF bill and confidently to say "ah this is how much I'm being charged for and how much to pay for"... not second guessing how much to pay.

I know it's not your fault and your area to sort this, which is why I'm hoping the forum CSR for Vodafone NZ can track this confusing issue.




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  Reply # 580792 13-Feb-2012 12:14 Send private message

The $20 credit will show on the following months invoice!

A CSR can not make a code change to the billing system and it's not confusing once explained





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  Reply # 580794 13-Feb-2012 12:16 Send private message

So, if chiefie has two invoices it should surely show on the second one at least?







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  Reply # 580797 13-Feb-2012 12:18 Send private message

johnr: The $20 credit will show on the following months invoice!

A CSR can now making a code change to the billing system and it's not confusing once explained



I don't want to be paying this month's bills pegging on the assumption the credit will happen in the month follows, then when next bills come the shear chance that the credits aren't applied.

As the current bills have shown, there were no reference to the $20 credit of previous months' 512MB MBB promo, it has a credit applied as part of the full payment but it isn't itemised as "credit for MBB". And that's what kinda worry me - the credit isn't tracked and properly itemised. 




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  Reply # 580798 13-Feb-2012 12:19 Send private message

Wait a minute... Are you getting a credit them? Would you have any other credit in your account, besides this one? If not, and the values match...





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  Reply # 580799 13-Feb-2012 12:20 Send private message

chiefie:
johnr: The $20 credit will show on the following months invoice!

A CSR can now making a code change to the billing system and it's not confusing once explained



I don't want to be paying this month's bills pegging on the assumption the credit will happen in the month follows, then when next bills come the shear chance that the credits aren't applied.

As the current bills have shown, there were no reference to the $20 credit of previous months' 512MB MBB promo, it has a credit applied as part of the full payment but it isn't itemised as "credit for MBB". And that's what kinda worry me - the credit isn't tracked and properly itemised. 


Is the amount of the credit $20? If so I think that's your answer. Perhaps it could be clearer, but it looks like it's happening as planned.
 



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  Reply # 580802 13-Feb-2012 12:23 Send private message

freitasm: Wait a minute... Are you getting a credit them? Would you have any other credit in your account, besides this one? If not, and the values match...



The credit is "deposited" or paid into my account but not itemised as it should be. I was hoping the credit process be similar to BestMate that you get billed for it, then a credit is tagged on for BestMate.




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  Reply # 580804 13-Feb-2012 12:23 Send private message

Pay the invoice -$20 then and then the credit that happens once a month will cover it,




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  Reply # 580805 13-Feb-2012 12:25 Send private message

chiefie:
freitasm: Wait a minute... Are you getting a credit them? Would you have any other credit in your account, besides this one? If not, and the values match...



The credit is "deposited" or paid into my account but not itemised as it should be. I was hoping the credit process be similar to BestMate that you get billed for it, then a credit is tagged on for BestMate.


The credit is after the invoice is printed for you so it can't show on that months invoice and will show on the following month

This has been explained by the Vodafone Rep and myself

John






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  Reply # 580806 13-Feb-2012 12:26 Send private message

There was credit of $20 to the 512MB MBB phone number, but I am second guessing if that was credited after I got on the phone with CSR and it was applied at the time I called up, or is it actually system triggered automatic crediting. There was no clear indication on the bill, which added to the whole confusion when I read the bills.

John has tried as best to decipher and looking at the bills and the method used for crediting was definitely confusing and uncertain at the very least.

I am willing to wait till end of this week and check on My Vodafone to see what's happening, but my gut feeling is giving me a shiver to think the worst.




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  Reply # 580809 13-Feb-2012 12:30 Send private message

johnr: 
The credit is after the invoice is printed for you so it can't show on that months invoice and will show on the following month

This has been explained by the Vodafone Rep and myself

John


That's what I'll be checking later this week, perhaps my way of thinking of how credit should be applied is largely confused from how I see 512MB MBB should be comparing to what I'm used to (or expected to see) as how BestMate crediting is.

Anyhow, I'll standby and monitor the situation. 




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  Reply # 580810 13-Feb-2012 12:30 Send private message

chiefie: There was credit of $20 to the 512MB MBB phone number, but I am second guessing if that was credited after I got on the phone with CSR and it was applied at the time I called up, or is it actually system triggered automatic crediting. There was no clear indication on the bill, which added to the whole confusion when I read the bills.

John has tried as best to decipher and looking at the bills and the method used for crediting was definitely confusing and uncertain at the very least.

I am willing to wait till end of this week and check on My Vodafone to see what's happening, but my gut feeling is giving me a shiver to think the worst.


As explained before it's automated and the $20 credit is applied once a month, A person does not manually credit the account with $20 once a month,




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