No direct email contact, erratic billing; overcharge $350

Forums › One NZ (including Farmside) › No direct email contact, erratic billing; overcharge $350

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#1476929 22-Jan-2016 16:20

ageorge:

gregmcc:

Best way to get things fixed, send a message via the contact us on their web site, state facts of the agreement and what is been billed wrong, give them a reasonable date to have it rectified by (say by the next billing cycle) and tell them if it's not you will be going to the TDR to sort it. And here is the important bit, if they fail to sort it out actually follow thru with the TDR, It seems VF are quite well motivated by the TDR to sort things out.

Been there done that with the original issue a year ago which was unreliable data metering, causing excessive costs to some customers, and their refusal to rectify the metering system until TDR came involved.

This problem is much easier being billing but its interesting that the billing is regularly wrong.

One thing which seems consistent is that whenever there is any financial error, its in the favour of the supplier

As a guy who works on identifying and trying to fix the financial errors not in VF's favor I can assure this is not the case. You just don't get a lot of customers complaining about it. I do once recall a phone call I took as a CSR back in 2007 where a customer complained about an error in their favor. I don't think they really clicked it was in their favor despite attempts to explain it. I fixed it and they were happy with the revised invoice.

Please note: I have a professional bias towards Vodafone.

ageorge

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#1476936 22-Jan-2016 16:30

Jaxar:

As a guy who works on identifying and trying to fix the financial errors not in VF's favor I can assure this is not the case. You just don't get a lot of customers complaining about it. I do once recall a phone call I took as a CSR back in 2007 where a customer complained about an error in their favor. I don't think they really clicked it was in their favor despite attempts to explain it. I fixed it and they were happy with the revised invoice.

Right, Im talking from a personal viewpoint of course, but Ive been with VF for 4 years and every monetary error has been in your favor, so forgive me for guessing that this is more likely to be the case than the other way around.

Jaxar

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#1476960 22-Jan-2016 17:08

You're bang on about it being a perspective thing.
I used to do frontline CSR work and it was largely in VF's favor because that's what people called about.
Today I don't do that and all day I work with stuff in customers favor. With the only time I see it not is when I read a thread here.

Rare faults or people errors are another thing I find interesting from perspective. The percent chance of any individual customer experiencing any particular fault vs the percent chance a faults person will see that particular fault on a weekly basis gets pretty interesting once you expand that time frame to years you can get some pretty unusual stuff.

I once had a guy come through to me when I was working in the complaints team. He was upset that he'd been trying to get an issue sorted for some time I forget how long. It came through to me and I was able to fix it pretty easily. He was understandably upset as he'd spent a bunch of time trying to resolve and I fixed it in minutes. The thing is to this day I've only see that fault 6 times in 7 years. I remember the solution and why it happens because it took weeks to resolve the first time.

How much any of the above is directly relevant to your case I don't know but one thing working at VF has taught me is perspective can be a pretty interesting and important thing.

I'm out have a good weekend.

Please note: I have a professional bias towards Vodafone.

gregmcc

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#1477005 22-Jan-2016 18:19

Jaxar:

You're bang on about it being a perspective thing.
I used to do frontline CSR work and it was largely in VF's favor because that's what people called about.
Today I don't do that and all day I work with stuff in customers favor. With the only time I see it not is when I read a thread here.

Rare faults or people errors are another thing I find interesting from perspective. The percent chance of any individual customer experiencing any particular fault vs the percent chance a faults person will see that particular fault on a weekly basis gets pretty interesting once you expand that time frame to years you can get some pretty unusual stuff.

I once had a guy come through to me when I was working in the complaints team. He was upset that he'd been trying to get an issue sorted for some time I forget how long. It came through to me and I was able to fix it pretty easily. He was understandably upset as he'd spent a bunch of time trying to resolve and I fixed it in minutes. The thing is to this day I've only see that fault 6 times in 7 years. I remember the solution and why it happens because it took weeks to resolve the first time.

How much any of the above is directly relevant to your case I don't know but one thing working at VF has taught me is perspective can be a pretty interesting and important thing.

I'm out have a good weekend.

What I see here is the repeated attempts to get it sorted and it just never happens, this is the problem, and really how else should it be resolved, by keeping on ringing them up and asking nicely? So instead of yelling down the phone and abusing the CSR people they end up having to either publicly air their issue in places like Geekzone or go to the TDR.

If VF (and other telco's) were serious maybe they should put their money where their mouth is and make a financial commitment if they don't resolve the issue after x number of weeks. But in reality they know damm well that it would cost them a small fortune.

DarthKermit

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#1477007 22-Jan-2016 18:24

I know it doesn't help the thread author, but I've found VF better to deal with lately than in the past.

We're getting UFB installed next week and there have been a few issues and mistakes to sort out. They've been quite good at fixing up our problems, to their credit.

I'm not sure if luck of the draw applies as in which CSR you happen to speak with?

johnr

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#1477008 22-Jan-2016 18:33

Seen a few TDR complaints about roaming charges disputing these and they never knew / notified of charges or how to check

I present to you Roaming Welcome service SMS sent when customer turned on phone in (insert country) and (insert time)

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Stream your favourite shows now on Apple TV (affiliate link).

quickymart

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#1477011 22-Jan-2016 18:34

TimA:

Their billing systems functions well and runs smoothly.

The only issue is when people get special deals loaded or pack adjustments it can cause these sorts of issues.

That doesn't sound like the description of a smooth,well-functioning billing system to me. It should be able to handle things like this with no issue.

johnr

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#1477012 22-Jan-2016 18:37

quickymart:
TimA:

Their billing systems functions well and runs smoothly.

The only issue is when people get special deals loaded or pack adjustments it can cause these sorts of issues.

That doesn't sound like the description of a smooth,well-functioning billing system to me. It should be able to handle things like this with no issue.

It can if a package has been asked to be built a certain way they are done to business requirements

ageorge

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#1480134 27-Jan-2016 18:24

Thanks to VodafoneDylan the billing issue should now be sorted, with errant bill credit reversal and billing next month assured to be correct.

dylanp

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#1480415 28-Jan-2016 08:36

ageorge:

Thanks to VodafoneDylan the billing issue should now be sorted, with errant bill credit reversal and billing next month assured to be correct.

To be fair I'm just the messenger here, I had to ask a colleague who then asked another colleague. It was a little complicated. Appreciate your patience.

Dratsab

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#1480481 28-Jan-2016 09:47

Another win for the Geekzone forums :-) Well done Dylan, without your assistance here the [potential] resolution may not have occurred.

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ageorge

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#1499164 25-Feb-2016 14:06

Dratsab:

Another win for the Geekzone forums :-) Well done Dylan, without your assistance here the [potential] resolution may not have occurred.

Unfortunately, not so, their agreed price for the plan is $95+caller ID

here is my latest billing:

This month
Current charges* $119.15 due 2 Mar 16

Unbelievable that despite being made aware of the erroneous billings they continue to brazenly overcharge.

VodafoneCB

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#1499204 25-Feb-2016 14:43

Hey there @ageroge ,

Ive tried to ask Dylan whats happened here but seems hes away at the mo, I can check back with him tomorrow, but if you want message me your account details and I'll see if I can see what he was doing.

Vodafone staff. You'll see me on the @vodafoneNZ twitter account and Vodafone NZ facebook page signing off as ^CB

ageorge

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#1511407 11-Mar-2016 14:54

We have shifted house and under my Vodafone contract there was no connection fees or anything else for any shifts of house or new connections.

Just to be doubly sure, I phoned up Vodafone advising its a new connection, and ASKED TWICE for them to assure me that there would be no fees at all for the shift to my new property.

Of course they confirmed there were no fees at all because thats what was agreed to; the operator could see that.

Of course they stuffed it up again and here is what I have received:

Your service includes a Standard Wiring Check.

A fee of $149.00 applies.
A line connection fee of $65.00 applies per line
A broadband connection fee of $99.00 applies

I have never in my 67 years of existence had any company make so many blatant botch ups as Vodafone.

dylanp

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#1511424 11-Mar-2016 15:28

ageorge:

We have shifted house and under my Vodafone contract there was no connection fees or anything else for any shifts of house or new connections.

Just to be doubly sure, I phoned up Vodafone advising its a new connection, and ASKED TWICE for them to assure me that there would be no fees at all for the shift to my new property.

Of course they confirmed there were no fees at all because thats what was agreed to; the operator could see that.

Of course they stuffed it up again and here is what I have received:

Your service includes a Standard Wiring Check.

A fee of $149.00 applies.
A line connection fee of $65.00 applies per line
A broadband connection fee of $99.00 applies
I have never in my 67 years of existence had any company make so many blatant botch ups as Vodafone.

Those fees may exist but be waived as part of an agreement. You might have received a standard email that covers all situations. Are the fees actually on an invoice and if so are there any corresponding discounts?

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