Where did my prepaid balance go?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Where did my prepaid balance go?

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#2360270 25-Nov-2019 07:22

lNomNoml:

Sounds like theft to me, the money should be returned if it is not used. It's understandable about the can't keep the connection active for ever argument but that does not entitle the provider to just keep the money if it wasn't actually used.

Why not? It's exactly how prepay works on every single network everywhere in the world.

At the end of the day there is still a cost to a network of maintaining an active user.

kiwiharry

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#2360272 25-Nov-2019 07:37

Linux: @Geektastic Further to this I'm sure the My Vodafone App does show the credit expiry date so after topping up with the $10 you would of seen this did not change

I just checked the My Vodafone App; as I monitor 2 prepay accounts. Can't see any credit expiry dates listed anywhere.

I lost about $16 in my sons prepay account in similar fashion to another provider. For some reason we didn't get the "credit expiring soon" txt and only received a text on the day the credit expired advising balance below $1. Contacted them later that day, but they basically said tough; up to user to manage and not rely on them sending reminders. What also got my goat was that they more than happy to text add-on offers on a regular basis.

If you can't laugh at yourself then you probably shouldn't laugh at others.

Linux

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#2360274 25-Nov-2019 07:46

kiwiharry:

Linux: @Geektastic Further to this I'm sure the My Vodafone App does show the credit expiry date so after topping up with the $10 you would of seen this did not change

I just checked the My Vodafone App; as I monitor 2 prepay accounts. Can't see any credit expiry dates listed anywhere.

I lost about $16 in my sons prepay account in similar fashion to another provider. For some reason we didn't get the "credit expiring soon" txt and only received a text on the day the credit expired advising balance below $1. Contacted them later that day, but they basically said tough; up to user to manage and not rely on them sending reminders. What also got my goat was that they more than happy to text add-on offers on a regular basis.

@kiwiharry If you SMS BAL to 777 does it return the credit expiry date or call 777 does it say the date? I'm sure it's mentioned somewhere but agree this should be displayed in the My Vodafone App

kiwiharry

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#2360277 25-Nov-2019 07:51

Linux:

kiwiharry:

Linux: @Geektastic Further to this I'm sure the My Vodafone App does show the credit expiry date so after topping up with the $10 you would of seen this did not change

I just checked the My Vodafone App; as I monitor 2 prepay accounts. Can't see any credit expiry dates listed anywhere.

I lost about $16 in my sons prepay account in similar fashion to another provider. For some reason we didn't get the "credit expiring soon" txt and only received a text on the day the credit expired advising balance below $1. Contacted them later that day, but they basically said tough; up to user to manage and not rely on them sending reminders. What also got my goat was that they more than happy to text add-on offers on a regular basis.

@kiwiharry If you SMS BAL to 777 does it return the credit expiry date or call 777 does it say the date? I'm sure it's mentioned somewhere but agree this should be displayed in the My Vodafone App

Both sims are in alarm panels, so unable to check via traditional methods. So for those I have to manage manually by setting top reminders in my calendar.

If you can't laugh at yourself then you probably shouldn't laugh at others.

Geektastic

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#2360281 25-Nov-2019 08:05

kiwiharry:
Linux:

kiwiharry:

Linux: @Geektastic Further to this I'm sure the My Vodafone App does show the credit expiry date so after topping up with the $10 you would of seen this did not change

I just checked the My Vodafone App; as I monitor 2 prepay accounts. Can't see any credit expiry dates listed anywhere.

I lost about $16 in my sons prepay account in similar fashion to another provider. For some reason we didn't get the "credit expiring soon" txt and only received a text on the day the credit expired advising balance below $1. Contacted them later that day, but they basically said tough; up to user to manage and not rely on them sending reminders. What also got my goat was that they more than happy to text add-on offers on a regular basis.

@kiwiharry If you SMS BAL to 777 does it return the credit expiry date or call 777 does it say the date? I'm sure it's mentioned somewhere but agree this should be displayed in the My Vodafone App

Both sims are in alarm panels, so unable to check via traditional methods. So for those I have to manage manually by setting top reminders in my calendar.

The app manages clear 'you need to pay your bill' notifications for by normal in account phones so it ought to be capable of similarly clear 'your credit on 1245556667 expires in 30 days' warnings.

It says under charges (not the first place I'd look) that they "charged" me $40 on 19th and I topped it up on 23rd.

It still doesn't work though....

sbiddle

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#2360294 25-Nov-2019 08:17

Everybody I know who has a prepay SIM in a telemetry device or similar just has auto topup set. I even have this set on a couple of the prepay SIMs I have to top up $10 meaning it doesn't matter when the expiry is.

The expiry date should be shown in the app, however Vodafone don't regard this as important. I am pretty sure it did used to show in the old app.

Linux

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#2360296 25-Nov-2019 08:24

@Stevowebbs I am sure the CED use to show in the Vodafone App was this removed for a reason or something in the online space has broken it?

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kiwiharry

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#2360352 25-Nov-2019 10:21

sbiddle:

Everybody I know who has a prepay SIM in a telemetry device or similar just has auto topup set. I even have this set on a couple of the prepay SIMs I have to top up $10 meaning it doesn't matter when the expiry is.

The expiry date should be shown in the app, however Vodafone don't regard this as important. I am pretty sure it did used to show in the old app.

With Vodafone, it seems you can only do an auto top-up based on balance. The alarm panels are set to only send texts when there is an activation or when mains power is lost, so can be less than $1 credit used in a year, so doesn't get to the low balance trigger level within a year. So over a couple of years I build up a small balance.

Every couple of years; to use up the balance and not let it get too high, I reconfigure the alarm so as that I get all sets and unsets. With anything up to 10 set/unset cycles per day, credit does burn through fairly quickly.

If you can't laugh at yourself then you probably shouldn't laugh at others.

Stevowebbs

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#2360354 25-Nov-2019 10:26

Hi @Linux you can view via https://www.vodafone.co.nz/using-myvodafone/ (i.e. MyVodafone web) Under the balance amount it says expiry of balance. xx/xx/xx date etc.

Not sure if available via MyVodafone App - Will pop on our backlog if not.

Cheers, Steve

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#2360371 25-Nov-2019 11:01

Oddly, it still says that 'the phone is out of coverage or switched off' when I call it - but it does open the gate! It used to just ring once and hang up.

Linux

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#2360376 25-Nov-2019 11:09

Geektastic:
Oddly, it still says that 'the phone is out of coverage or switched off' when I call it - but it does open the gate! It used to just ring once and hang up.

Repower the unit

MikeB4

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#2360389 25-Nov-2019 11:31

If the balance has been used to defray costs then the provider should provide an invoice of that cost and detail the GST component.

Geektastic

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#2360809 26-Nov-2019 10:09

MikeB4:

If the balance has been used to defray costs then the provider should provide an invoice of that cost and detail the GST component.

Also, it cannot defray costs fairly.

Two people have two identical connections. One has $10 on and the other $1000.

Neither use their phone for 12 months so they lose the credit. Did network costs for one come to 100 times that of the other? No.

A better way would surely be to deduct (say) $2/month for network costs each month.

pinkydot

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#2360990 26-Nov-2019 15:45

I wish they have the expiry date on front below the Balance once you log into the my Vodafone website & App. It would be so much easier than try to find where is the expiry date.

Now on My Vodafone website once you log in. You able to see Your services and your prepaid balance on front page, and have to click Options then View Plan to see the expiry date for the prepaid.

On the My Vodafone App > Plan & Add-Ons and click Change Plan to able to see the prepaid expiry date.

When top up, only gave you 360 days not 365 days. Why can't just give 365 days?

SATTV

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#2361000 26-Nov-2019 16:01

A better way would surely be to deduct (say) $2/month for network costs each month.

No - a better way is to do what they do in other parts of the world, charge to receive calls.

We are lucky in NZ we are not charged to receive calls, back in the day Telecom used to charge to go from the PTSN switch to the mobile switch even if the call was unanswered or you hung up before it went to voice mail. The did relent pretty quickly.

I think it is totally reasonable to have a 12 month use it or lose it policy, it is much better than the 30 days we used to have when prepay first came out.

John

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