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406 posts

Ultimate Geek
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Topic # 143807 28-Apr-2014 10:34
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I have been with Vodafone formally Telstra Clear for about 2 years, perhaps longer but I have now become sick of the appalling customer support.

For over 8 months I have been trying to setup a Direct Debit. I filled in the form, which was processed and my bank said Vodafone need to use a different Authorisation code for the direct debit as the code on the form has been used before, which is why my bank can't honor the payment.

So I called Vodafone, they said we will email you a new form (it had the same authorisation code) but I filled it in regardless and again it was rejected, I called Vodafone and they said they would look into it and call me, they never did. I then called again and they said we will post you another form (it had the same authorisation code) but I filled it in regardless and again it was rejected. I am now on my 6th form and the bank keeps rejecting them regardless how much I tell Vodafone the authorisation code is being rejected as it has been used before and they keep sending me the same form.

The last straw is when I noticed they are now charging 2% for payments, so now I am getting charged more money and it isn't even my fault! Its the principle rather than the 2% as it is not a lot but still. So I called Vodafone and express how unhappy I was and they informed me they would look into it and call me, I still haven't heard anything.

So why will I never use Vodafone again.....their support is rubbish and they do not care about their customers.You are losing an internet, land line and mobile subscriber and I was going to get Sky too but I would rather find a company that cares about the customers. I would not recommend Vodafone.

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630 posts

Ultimate Geek
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  Reply # 1032451 28-Apr-2014 11:08
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Feeling better now?




 

 

Save

 

Save


 
 
 
 


297 posts

Ultimate Geek
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  Reply # 1032460 28-Apr-2014 11:20
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Have you gone to one of their local stores? they're in most major areas.
I usually find this the easiest method when you have to make more than 2 calls for a resolution. 

1244 posts

Uber Geek
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  Reply # 1032478 28-Apr-2014 11:36
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Just waiting for John to back this up with evidence that the VF billing system and associated processes is world class. I'm not being cynical, but there may be an explanation to your situation



406 posts

Ultimate Geek
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  Reply # 1032480 28-Apr-2014 11:37
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Zippity: Feeling better now?


Nope, shouldn't take them 8+ months to send me a form with a different code. Takes the p*ss

hsvhel: Have you gone to one of their local stores? they're in most major areas.
I usually find this the easiest method when you have to make more than 2 calls for a resolution. 


Only if its mobile, the stores don't support internet/land line.

564 posts

Ultimate Geek
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  Reply # 1032500 28-Apr-2014 12:01
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leo0787sx: For over 8 months I have been trying to setup a Direct Debit. I filled in the form, which was processed and my bank said Vodafone need to use a different Authorisation code for the direct debit as the code on the form has been used before, which is why my bank can't honor the payment.


Have you ever had an existing Direct Debit arrangement with Vodafone/Telstra Clear on this account? Your bank should be able to tell you this and also cancel that existing arrangement, before loading the new one.

From what I understand, the Authorisation Code is unique to the initiator of the Direct Debit, and you can't have two authorities from the same initiator on the same bank account. The code isn't unique to a customer, so Vodafone can't really give you a new Authorisation Code.

371 posts

Ultimate Geek
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  Reply # 1032544 28-Apr-2014 13:29
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khull: Just waiting for John to back this up with evidence that the VF billing system and associated processes is world class. I'm not being cynical, but there may be an explanation to your situation


No need. See Kraven's post.




Please note: I have a professional bias towards Vodafone.

1256 posts

Uber Geek
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  Reply # 1032616 28-Apr-2014 15:16

Hi leo0787sx,

 Happy to get the team to take a look at this in the systems for you - it may be that there's an old account with a zero balance that still has a direct debit attached to it. If you could please send me a PM with your account details, that would be great.

Thanks,

 - Nik




Product Manager @ PB Tech

https://pbtech.co.nz/smartphones


1433 posts

Uber Geek
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  Reply # 1032635 28-Apr-2014 15:42
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leo0787sx:
Zippity: Feeling better now?


Nope, shouldn't take them 8+ months to send me a form with a different code. Takes the p*ss

hsvhel: Have you gone to one of their local stores? they're in most major areas.
I usually find this the easiest method when you have to make more than 2 calls for a resolution. 


Only if its mobile, the stores don't support internet/land line.


You could also setup and automatic payment, this is when you are in control of what comes out

138 posts

Master Geek
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  Reply # 1032671 28-Apr-2014 16:53
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Kraven:
leo0787sx: For over 8 months I have been trying to setup a Direct Debit. I filled in the form, which was processed and my bank said Vodafone need to use a different Authorisation code for the direct debit as the code on the form has been used before, which is why my bank can't honor the payment.


Have you ever had an existing Direct Debit arrangement with Vodafone/Telstra Clear on this account? Your bank should be able to tell you this and also cancel that existing arrangement, before loading the new one.

From what I understand, the Authorisation Code is unique to the initiator of the Direct Debit, and you can't have two authorities from the same initiator on the same bank account. The code isn't unique to a customer, so Vodafone can't really give you a new Authorisation Code.


Kraven is correct. The Authorisation Code is a number for the initiator, not for the particular payment. Once loaded, it opens the door for them to make any direct debits on your account, even if they are for different purposes. If it has already been loaded, it should not need to be loaded again.

Have VF tried to debit your account? Your bank is not giving you the correct information.



406 posts

Ultimate Geek
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  Reply # 1032672 28-Apr-2014 16:58
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I really don't know, I'm just piggy in the middle of my bank and Vodafone. The thing is Vodafone never told me any of this, they jsut send out more forms or tell me they will call back, the support is appalling but thankfully NikT is helping me. I am happy to go back to my bank but the point is Vodafone telephone support is rubbish.

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Reply # 1032729 28-Apr-2014 18:11
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khull: Just waiting for John to back this up with evidence that the VF billing system and associated processes is world class. I'm not being cynical, but there may be an explanation to your situation


Yes they are world class but missed the thread as I have been sitting on plane flying back to NZ :P

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  Reply # 1032730 28-Apr-2014 18:17
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leo0787sx: Other posts criticising Vodafone support:

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=143771

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=143713

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=143437


Posts criticising every ISP in New Zealand and some overseas on Geekzone but this adds no value yo your query / issue

Maybe start a thread next time saying " Can anyone from Vodafone help with a issue I have tired to get help with but hitting a brick wall " then someone will pick it up and offer support like @Nikt has

John

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  Reply # 1032755 28-Apr-2014 18:57
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I think the problem is the shear fustration of trying to deal with it and getting the run around with VF and needing somewhere to vent.

At least there are some people here than can actually help

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  Reply # 1032772 28-Apr-2014 19:01
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gregmcc: I think the problem is the shear fustration of trying to deal with it and getting the run around with VF and needing somewhere to vent.

At least there are some people here than can actually help


That is the case.
Using a forum as a "Soapbox" isn't the best approach in my terms and sometimes can land you on the wrong side of an argument. For these issues with accounting its best to speak with our complaints team or write in a complaint. These cases the issue gets dealt with properly and you get a resolution or explanation. Great that NikT is willing to assist and provide further information. it can get confusing when you deal with 5 CSR's and no one has a straight idea on what's happening or takes it to themselves to look into it further.
Hope the achieved affect was gained here..

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