sansom:

Hi@goosey, if you DM me the account number/contact details I will get someone to help.

 

hamish

I'll share my experience as switching from Spark to Vodafone was miles from being smooth:

I called them up since we couldn't sign up online, I wanted to bring across 3 mobile numbers for their 12 gig endless data plan so I could get 2 of them at half price.

The person I spoke to took my basic details incl the numbers to bring over, etc which was fine and the Sims arrived a few days later by Courier. One of the number ports occurred a day earlier than expected but lucky I had the Sim card with me, the other 2 went across 24hrs later when they should of.

Fast forward a month and also noting I hadn't seen a single e-mail from Vodafone and reaching the point when I was expecting my first bill I get a text advising I have around $360 overdue, I realise the first bill will always have a pro-rata amount but this was way over the top.

I popped into the Queensgate store as I've heard/seen enough horror stories about their call centres and spent an hour there while the rep pretty much said the account wasn't setup properly, even the pin number was something random (the original sales person never asked me for one). To fix it he had to apply some credits for overcharging as the 2 numbers that should of been half price were charged full price plus basically do a "re-sign" so all the billing was setup correctly. Great, thought this would be problem solved.

A week later I get another bill for next month and the discounts for the 2 extra numbers were still not applied but thankfully their Social Media team were able to fix it and apply credits for over-charging.

I now live in hope next month when the next bill comes that everything is charged correctly else I will seriously consider moving providers again.

But I think in this case that while the sign-up experience could of been better, it looks like their billing system does not like this 50% off offer, the staff don't know how to apply it or it wasn't tested properly. 

DjShadow:

 

But I think in this case that while the sign-up experience could of been better, it looks like their billing system does not like this 50% off offer, the staff don't know how to apply it or it wasn't tested properly. 

 

Not saying that this is the case here, but having been involved with various telcos here and overseas, marketing departments are well known for creating offers that the systems do not support. 

MadEngineer:

 

 

[Damn, thought i hit quote not edit ...]

 

Our saga continues.  My wife received a letter showing an outstanding amount on the account, exactly the same letter that I received for almost the same amount.  For myself the account was actually positive and a call to Vodafone pointed me to this form https://www.vodafone.co.nz/help/bill-payment/request-refund/ which I filled out.  Vodafone paid my account promptly enough.

I did the same for my wife and was credited back around $5 less than expected but figured that'd be the end of it.  This is Vodafone we are talking about however - the story that keeps on giving.  My wife gets another letter today with the same figure on it.  Checking here account it's not a balance on the account rather is an amount owing.  I'm blowing steam at this point - a) they didn't move the account to prepay b) the account has accumulated more money owing on it despite paying it off on the day we moved to Orcon.  I paid it off to ensure that the move to Orcon wouldn't have any problems.

Over 30 minutes on the phone now with Vodafone now trying to get this cleared.  Of course their system is going very slow

I feel it will be easier just to let the debt go to the collectors.  This is months and months of bs.

Edit:  Total call time was 38 minutes - not bad I suppose considering previous attempts.  Wife's account is now at $0.00. Email received with confirmation.

Just write up a simple reconciliation of what you think you owe and evidence of what you've paid, send it to them in the post, and advise that you consider your account closed if they don't provide evidence to the contrary within 14 days.

If the debt collectors come knocking then just show them a copy of that correspondence and they will run a mile. They don't like getting involved in billing disputes.

I am moving house in a couple of months and I plan to close my Vodafone account and get a new telco to supply the services to my new place. Vodafone have been good for me while things are in a steady state but based on the commentary here I feel that a house move is too much risk.

alasta:

 

Just write up a simple reconciliation of what you think you owe and evidence of what you've paid, send it to them in the post, and advise that you consider your account closed if they don't provide evidence to the contrary within 14 days.

 

If the debt collectors come knocking then just show them a copy of that correspondence and they will run a mile. They don't like getting involved in billing disputes.

 

I am moving house in a couple of months and I plan to close my Vodafone account and get a new telco to supply the services to my new place. Vodafone have been good for me while things are in a steady state but based on the commentary here I feel that a house move is too much risk.

 

And to the OP copy Jason Paris, his email has been posted here about a dozen times.

Is Vodafone forcing people to switch from VDSL to Wireless? Just got a mail from Vodafone saying that we have been switched to Wireless from VDSL and we have an owing balance with them. We received the modem way back and returned it since we didn't request for that change. How can they just do a change without any authorization.

maverick004:

 

Is Vodafone forcing people to switch from VDSL to Wireless? Just got a mail from Vodafone saying that we have been switched to Wireless from VDSL and we have an owing balance with them. We received the modem way back and returned it since we didn't request for that change. How can they just do a change without any authorization.

 

Fight it, in fact take it to the commerce commission if need be, they just want to get out of paying chorus for the tail, or just move away from Vodafone

maverick004:

 

Is Vodafone forcing people to switch from VDSL to Wireless? Just got a mail from Vodafone saying that we have been switched to Wireless from VDSL and we have an owing balance with them. We received the modem way back and returned it since we didn't request for that change. How can they just do a change without any authorization.

 

@maverick004 Have you spoken to customer service about this? They can't force you to move to wireless as you can just move ISP

Linux:

 

maverick004:

 

Is Vodafone forcing people to switch from VDSL to Wireless? Just got a mail from Vodafone saying that we have been switched to Wireless from VDSL and we have an owing balance with them. We received the modem way back and returned it since we didn't request for that change. How can they just do a change without any authorization.

 

 

@maverick004 Have you spoken to customer service about this? They can't force you to move to wireless as you can just move ISP

 

This is the second case I have heard about this behavior in the last three weeks 

Already called them but they didn't deny or confirm that. Just pisses me off that they can do things like that without any authorization from us. Good thing that they don't have any payment method on the wireless service otherwise it would have been too late and need to dispute the charges. If I don't get any company discount for our broadband service I will be switching to a different provider.

Still thinking of going higher with this one since it's really annoying and I find that if they have done this what will stop the same thing from happening to others and maybe to us again.

maverick004:

 

Already called them but they didn't deny or confirm that. Just pisses me off that they can do things like that without any authorization from us. Good thing that they don't have any payment method on the wireless service otherwise it would have been too late and need to dispute the charges. If I don't get any company discount for our broadband service I will be switching to a different provider.

 

Still thinking of going higher with this one since it's really annoying and I find that if they have done this what will stop the same thing from happening to others and maybe to us again.

 

so you have already sent the FWA Modem back ?

nztim:

 

maverick004:

 

Already called them but they didn't deny or confirm that. Just pisses me off that they can do things like that without any authorization from us. Good thing that they don't have any payment method on the wireless service otherwise it would have been too late and need to dispute the charges. If I don't get any company discount for our broadband service I will be switching to a different provider.

 

Still thinking of going higher with this one since it's really annoying and I find that if they have done this what will stop the same thing from happening to others and maybe to us again.

 

 

so you have already sent the FWA Modem back ?

 

Yes, way back in end of May or June this year. I thought that was it but nope, it's a skin rash that didn't went away after the medication. The last CSR we spoke with when we received the modem way back then was also not sure why we were signed up for a wireless service.

maverick004:

 

nztim:

 

so you have already sent the FWA Modem back ?

 

 

Yes, way back in end of May or June this year. I thought that was it but nope, it's a skin rash that didn't went away after the medication. The last CSR we spoke with when we received the modem way back then was also not sure why we were signed up for a wireless service.

 

There are some cases (e.g. been 5km from the exchange) where FWA will be a better option than ADSL/VDSL but these are rare... its all about Vodafone's bottom line

I understand that the farther the connection is from the exchange the slower and unreliable the service is but we didn't authorize the change to happen. Besides, we don't get good mobile reception for Vodafone at our place so why change to an unreliable one. What they did is wrong and outright a breach.