Wrong billing from Vodafone New Zealand after Pit Stop?

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cyril7

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#13924 5-Jun-2007 18:32

Today I received my Voda bill, to find that I was up for $220 of 2x early Terminations fees that I never had any involvement in.

After 20min on the phone (and having to be called back 60min latter after consultations with higher authorities) to the customer service department I was eventually told that there were major problems with there new computer system and that the actual amount that would be debted would be the correct dues amount sans the $220 early termination fees.

I have full praise the the customer service rep, he was very concerned as it was totally abnormal (in his experience) and once he finally got back to me assured me it was not my problem but it did seem to be an issue with thousands on accounts so they were expecting a flood of calls as the monthly bills are rolled out.

Just a heads up of possible problems with the new accounts once you get them.

Cyril

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#73494 5-Jun-2007 18:38

I am now opening the e-mail,

There you go. No early termination fees, but a bunch of SMS to countries I have no business with.

Time to call Vodafone and see if they are ready to start fixing their "new" billing systems.

We should actually change the title of this topic to "Who's got problem with Vodafone billing this month?"

cyril7

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#73496 5-Jun-2007 18:40

Please feel free to change the topic name MF, I dont think I have the power, go the bill though!

Cyril

paradoxsm

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#73521 5-Jun-2007 20:49

Mine goes through overnight tonight..... , I made heaps of changes including:

Porting a number off, ($30 early term charges) 10th may
Changing primary number to "base 20" ($70 "downgrade" fee) 16th may
Adding 1GB dataplan 16th may
Adding OCCF 16th may
Removing OCCF 24th may
Adding Mobiledateoverlay + Free Faxmail, not yet done to my knowledge as systems are screwy.

Buying two prepay simcards with 021 11111XX numbers off Vstore

I think i'm in for a "$37,000,000,000,000 bill lol

pando

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#73571 6-Jun-2007 09:08

freitasm: I am now opening the e-mail...

Have you worked out how to stop vodafone sending you your bills in the post? If so please tell me, I prefer to check everything online and haven't worked out how to stop the bills yet, email?

freitasm

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#73572 6-Jun-2007 09:14

Hmmm. Somewhere in the Vodafone website, after you login to your account, there's an option to receive a PDF instead of posted bill. I don't know if this has changed with the new website, but it should be there...

GuessX

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#73586 6-Jun-2007 10:02

cjs6793968:
freitasm: I am now opening the e-mail...

Have you worked out how to stop vodafone sending you your bills in the post? If so please tell me, I prefer to check everything online and haven't worked out how to stop the bills yet, email?

To stop the bills any CSR should be able action this for you.

chiefie

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#73592 6-Jun-2007 10:44

I just had a look at the Manage My Account on Vodafone site... Looks like they mucked up something on my account as I used to have my partner's on-account and my mother's prepaid account in "Your Access" area, now it's just my account!!!

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freitasm

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#73851 7-Jun-2007 17:01

I had an interesting phone call just now. Tom PS from the Dominion Post saw this discussion and wanted to know more to write something. He asked if I had called Vodafone about the extra SMS in my account. I didn't, because $1 is much less than my time I could imagine waiting for their help desk to sort this out.

But then he said how Vodafone told him that no one should be receiving bill now during the Pit Stop. So, are they aware of these bills going out?

Here comes the thing: my bill is dated 19 May, but I only received it via e-mail on 5 June, payment due 18 June.

Is Vodafone not aware their system is sending out bills?

UPDATE: Just talked to VFNZ and they were not supposed to send paper, but the person will confirm this if e-mail bills are included, so I will reply later with more information. If you have received a paper bill can you reply here?

cyril7

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#73864 7-Jun-2007 17:42

Mine (the start for this thread) was a paper bill. States at the top Invoice date 17 May 2007, Invoice number 70000057. So somit tells me at least 57 paper invoices have been produced.

Now looking at it, it is interesting that its dated 17 May, but it arrived in the post on Tuesday the 5th of June.

Cyril

alasta

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#73889 7-Jun-2007 20:27

I haven't had a bill from them for the month ended May 21. The web site says that customers should expect their bills to be 'delayed' but doesn't give any indication of when bills are actually supposed to be issued. If they wait until end of the changeover period then they'll be issuing two bills in one go which will annoy some people as it makes budgeting very difficult.

freitasm

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#73933 8-Jun-2007 08:28

I've just received a call from Vodafone New Zealand, and bills were supposed to be sent out, albeit a bit delayed. So if you received the e-mail (Adobe PDF) or snail mail, this is correct.

As for wrong charges, so far they are aware of one call for incorrect termination fees (which I assume is cyril7) and everything else seems to be on track.

So let's keep moving on...

Nightwyrm

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#73934 8-Jun-2007 08:29

I walked past a VF store on Lambton Quay yesterday and saw a very unimpressed looking gentleman inside presenting a large wad of printouts (looked like billing or usage figures from where I was) to a staff member. I wonder what his beef was.

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freitasm

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#73937 8-Jun-2007 08:49

Every day I receive e-mails from people asking to change things on their accounts. Mostly from Vodafone New Zealand users. These people probably find Geekzone on Google and hit the Contact link.

This week alone I've received an e-mail about changing of address, changing of plans, changing of billing date. I reply asking these people to contact 777 or the Vodafone website. But I guess some don't and when their bills come with wrong stuff they complain.

Believe it, it's almost every day an e-mail. I have a collection that I posted in the private subscriber forum, without names of course...

People still don't understand the concept of "web sites" and "company" on the Internet...

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#73990 8-Jun-2007 12:49

My bill was printed on the 11th(ish) of may and was due for payment the 27th. I have a automatic Credit Card payment setup for convenience but I just got a text message today saying my bill was unpaid. Speaking to a CS rep he grilled me first with questions like Have you gone over the credit limit on your card? Have you got a new card recently? Have you just setup the Credit Card payment with us?

All of the answers were no, so he went off to find out why it wasnt processed. When he came back he explained that because they had "No billing systems in place on the 27 of May [When my payment was due] the payment was never attempted"

Paid it over the phone and all was well (I hope), but hope this doesnt affect my credit standing with them due to their stuff up.

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freitasm

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#73994 8-Jun-2007 12:57

Uninformed CSR? Not incredible at all...

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