Phone was stolen overseas, Vodafone wants me to pay over $700 for roaming charges.

Forums › One NZ (including Farmside) › Phone was stolen overseas, Vodafone wants me to pay over $700 for roaming charges.

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griffithpark

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#1265193 22-Mar-2015 17:46

johnr: The person you spoke to has left very very clear notes and I personally know them they are a very good staff member,

Sorry but something is not adding up here

It's not adding up for me either, but thanks for looking into it. I suppose I'll have to wait to hear back from the investigative panel.

quickymart

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#1265194 22-Mar-2015 17:47

As I asked earlier...

quickymart: Why did you wait to report it? How did you report it - did you call Vodafone NZ while in Italy, or were you on your way home and called them as soon as you got back to NZ?

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#1265195 22-Mar-2015 17:47

griffithpark:
johnr: @griffithpark You reported it " within a few days " but you are also saying " I noticed the phone was stolen immediately so there wasn't much of a delay "

What is a few days and were the roaming charges ticked up over the " few days " ?

John

johnr:@griffithpark I take it then did you not have an unlock code set on the handset or a SIM PIN set up when the phone powers uP?

I reported it after 2 days and the roaming charges were incurred over the period of a month. I had a passcode on my phone and also immediately locked the phone via Find My Phone after it was stolen. I didn't know about sim PINs, but thanks for alerting me to it.

As for your PM, I've already been in contact with two people from Vodafone who have submitted inquiries on my behalf and frankly, I'm beginning to feel like I'm wasting time on a lost cause. I'll wait to hear back from those inquiries and let you know how I go. Thanks for your concern.

sorting stuff out takes time. i read frustration and hopelessness in the post above, that's normal psychologically speaking, but i advise you to keep calm and work with these guys ...

griffithpark

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#1265205 22-Mar-2015 17:53

quickymart: As I asked earlier...
quickymart: Why did you wait to report it? How did you report it - did you call Vodafone NZ while in Italy, or were you on your way home and called them as soon as you got back to NZ?

Being phoneless made it kind of difficult to get in touch with them, I called them from my friend's place after I got to another country. Perhaps I should have tried to get in touch earlier, but the charges were incurred during a whole month after I'd already reported it.

johnr

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#1265208 22-Mar-2015 17:55

griffithpark:
quickymart: As I asked earlier...
quickymart: Why did you wait to report it? How did you report it - did you call Vodafone NZ while in Italy, or were you on your way home and called them as soon as you got back to NZ?

Being phoneless made it kind of difficult to get in touch with them, I called them from my friend's place after I got to another country. Perhaps I should have tried to get in touch earlier, but the charges were incurred during a whole month after I'd already reported it.

Get me a copy of the call time / date as that would be a toll call back to NZ so will be on someones home phone invoice, You can't of called the 0800 number or 777

johnr

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#1265210 22-Mar-2015 17:56

Have you requested a new SIM card at any point after this phone was stolen?

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griffithpark

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#1265221 22-Mar-2015 18:04

johnr:
Get me a copy of the call time / date as that would be a toll call back to NZ so will be on someones home phone invoice, You can't of called the 0800 number or 777

Yes, I called the overseas contact number. I'll ask my friend for the details.

johnr:
Have you requested a new SIM card at any point after this phone was stolen?

No I haven't.

johnr

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#1265238 22-Mar-2015 18:22

Are you living in NZ or overseas?

mattwnz

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#1265244 22-Mar-2015 18:31

surfisup1000: Johnr has good points.

If I had my phone stolen on holiday I'd immediately call vodafone and get a police report for the insurance.

It would depend on when they noticed it was stolen. eg. They may have thought they had left it in the suitcase for instance. You don't necessarily know something is stolen until you take some time to search for it and check in different places, which takes time. A good reason to put a cap on your account, or go prepaid.

freitasm

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#1265245 22-Mar-2015 18:32

griffithpark:
johnr:
Get me a copy of the call time / date as that would be a toll call back to NZ so will be on someones home phone invoice, You can't of called the 0800 number or 777

Yes, I called the overseas contact number. I'll ask my friend for the details.

johnr:
Have you requested a new SIM card at any point after this phone was stolen?

No I haven't.

Hmmm. So you have not asked for a new SIM card. This means you don't have your old phone number active anywhere now then?

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#1265249 22-Mar-2015 18:36

What sim card do you use on your new phone?

Quic Broadband

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mudguard

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#1265252 22-Mar-2015 18:44

$700 is nothing. I had a customer lose his phone whilst in Spain, notified us 12 hours later. $20k was the final bill. No device pin, no sim pin. Vodafone eventually wrote it off after about nine months.

NonprayingMantis

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#1265253 22-Mar-2015 18:45

Weird, why wouldn't you immediately request a new SIM card? If my phone was stolen, whilst I'm reporting it missing to Vf I would also be requesting a new sim to be couriered out to me so I can get back up and running on my number ASAP.

Afaik, As soon as the number gets ported to the new sim, the old one is useless, regardless of whether it has been registered as stolen or not.

NonprayingMantis

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#1265259 22-Mar-2015 18:52

Assuming the op is telling the truth (which I sorta doubt) the clear lesson here is whenever doing anything like canceling an account. ALWAYS get it confirmed in writing (an email). If you don't have that, you have no proof that the cancellation ever happened.

freitasm

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#1265272 22-Mar-2015 19:24

I am banning the user account and locking this thread.

I believe there is nothing to see here.

If the phone was really stolen the OP would have requested a new SIM. We don't have time for this crap around here.

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