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138 posts

Master Geek
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  Reply # 1032794 28-Apr-2014 19:52
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leo0787sx: 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.


I'm not a Vodafone apologist by any stretch of the imagination but this is not their fault. They are not experts in banking, your bank is. Your bank should have been able to address this for you and have not done so (and I do work for a bank, so I know how the direct debit system works). I suggest that you direct your frustration to them.

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  Reply # 1032798 28-Apr-2014 19:59
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I think we can all agree the bank missed the boat here, but to be fair the OP is frustrated by Vodafone because one or two of our staff failed to follow up on their promise to call him back which is absolutely our fault.

@leo0787sx if you still need help with anything account related, please let me know. If you can send me your customer information via a private message I will do what I can to make amends. I'm also more than happy to find out where the breakdown in communication happened and pass feedback to the agents involved. I'm sorry for any part we may have played in souring our business relationship and hope we can move past this.




 
 
 
 


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  Reply # 1032837 28-Apr-2014 21:04
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IMO it is good that Nik is helping, but the OP shouldn't have to post on a forum to get help - the person who answers the phone should help him, and if they don't know, find out and call them back.
Remember I worked at TCL Faults for a few years and I know what TCL Customer Service was like back then. Sadly it seems little has changed in 10 years.
I myself had a credit on an ex-Telstra Saturn account. It took six calls before they sent me a refund cheque. Every time they would ask me to send in a bank deposit slip which I didn't have any of (and didn't have time to run around and get so they could pay me). When I told them this wasn't possible and could they please just send me a cheque they promised to "look into it" and "we'll call you back"...which never, ever happened.
Eventually a team leader organised a refund cheque for me, but it shouldn't have taken six calls and 9 months to organise, should it?
Lots of little things like this can add up to one big frustrating experience.

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Ultimate Geek
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  Reply # 1032841 28-Apr-2014 21:12
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quickymart: IMO it is good that Nik is helping, but the OP shouldn't have to post on a forum to get help - the person who answers the phone should help him, and if they don't know, find out and call them back.
Remember I worked at TCL Faults for a few years and I know what TCL Customer Service was like back then. Sadly it seems little has changed in 10 years.
I myself had a credit on an ex-Telstra Saturn account. It took six calls before they sent me a refund cheque. Every time they would ask me to send in a bank deposit slip which I didn't have any of (and didn't have time to run around and get so they could pay me). When I told them this wasn't possible and could they please just send me a cheque they promised to "look into it" and "we'll call you back"...which never, ever happened.
Eventually a team leader organised a refund cheque for me, but it shouldn't have taken six calls and 9 months to organise, should it?
Lots of little things like this can add up to one big frustrating experience.


Wow that is shocking, and to think, in 2010, I had Telstra Australia automatically mail me a cheque to NZ when I left Australia because the closing of the account left a partial credit from the month-in-advance I had paid.  (Just for the Australia/New Zealand contrast to the post ;))

As for OP, it's okay to vent, really the bank should've been less cryptic, if what is suggested is true there would've been a lot less confusion if the bank had simply said "The reason we are rejecting their Direct Debit Authorization is because you already have a DDA with this company".   On a side note if the one-DDA-per-company-per-bank-account is standard bank policy, how does it work for say Husband & Wife with separate mobile phone accounts paying out of say, a joint bank account, sounds like it'd be impossible?

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  Reply # 1032967 29-Apr-2014 07:37
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nigelj:
quickymart: IMO it is good that Nik is helping, but the OP shouldn't have to post on a forum to get help - the person who answers the phone should help him, and if they don't know, find out and call them back.
Remember I worked at TCL Faults for a few years and I know what TCL Customer Service was like back then. Sadly it seems little has changed in 10 years.
I myself had a credit on an ex-Telstra Saturn account. It took six calls before they sent me a refund cheque. Every time they would ask me to send in a bank deposit slip which I didn't have any of (and didn't have time to run around and get so they could pay me). When I told them this wasn't possible and could they please just send me a cheque they promised to "look into it" and "we'll call you back"...which never, ever happened.
Eventually a team leader organised a refund cheque for me, but it shouldn't have taken six calls and 9 months to organise, should it?
Lots of little things like this can add up to one big frustrating experience.


Wow that is shocking, and to think, in 2010, I had Telstra Australia automatically mail me a cheque to NZ when I left Australia because the closing of the account left a partial credit from the month-in-advance I had paid.  (Just for the Australia/New Zealand contrast to the post ;))

As for OP, it's okay to vent, really the bank should've been less cryptic, if what is suggested is true there would've been a lot less confusion if the bank had simply said "The reason we are rejecting their Direct Debit Authorization is because you already have a DDA with this company".   On a side note if the one-DDA-per-company-per-bank-account is standard bank policy, how does it work for say Husband & Wife with separate mobile phone accounts paying out of say, a joint bank account, sounds like it'd be impossible?


its ok to vent if you have all your facts and don't go off half cocked blaming the world. Maybe its a generational thingy but when I have issues I try and see if there is anything I can do first then search internet (hence reason why I joined GZ), once exhausted all that i approach the company. It seems nowadays its just a case of jump on a forum and get others to do all the work (not saying it is so in this case)




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406 posts

Ultimate Geek
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  Reply # 1032986 29-Apr-2014 08:46
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I think people are missing the point, it doesn't matter whos fault it is, Vodafone support wasn't very good. They would even say things like" We will send another form and you can see if the authorisation number is different" silly things like that and they would say they will call and never did. This is the reason I highlighted the other posts, is that if Vodafone wants to keep customers they need to offer support or at least call them back, sometimes the only way to get this point across is to make it public like a forum. Perhaps if there is more of this, there will be change.

It could well be my banks fault but their support was really good in troubleshooting and suggesting things, they suggested that Vodafone need to try a different authorisation number as the other isn't working and that is what I have been trying to do. It is so frustrating being piggy in the middle of my bank and Vodafone and the bad support doesn't help.

138 posts

Master Geek
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  Reply # 1032987 29-Apr-2014 08:51
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nigelj: On a side note if the one-DDA-per-company-per-bank-account is standard bank policy, how does it work for say Husband & Wife with separate mobile phone accounts paying out of say, a joint bank account, sounds like it'd be impossible?


It's per bank account. Once the DDA is loaded on that bank account, the door is open for the initiator (in this case, VF) to make any direct debit from that account. They determing what information is put on the bank statements (both debit and credit) and it's that information that is used to process the credit into your mobile account at the other end.

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Master Geek
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  Reply # 1032988 29-Apr-2014 08:56
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leo0787sx: I think people are missing the point, it doesn't matter whos fault it is, Vodafone support wasn't very good. They would even say things like" We will send another form and you can see if the authorisation number is different" silly things like that and they would say they will call and never did. This is the reason I highlighted the other posts, is that if Vodafone wants to keep customers they need to offer support or at least call them back, sometimes the only way to get this point across is to make it public like a forum. Perhaps if there is more of this, there will be change.

It could well be my banks fault but their support was really good in troubleshooting and suggesting things, they suggested that Vodafone need to try a different authorisation number as the other isn't working and that is what I have been trying to do. It is so frustrating being piggy in the middle of my bank and Vodafone and the bad support doesn't help.


I'm sorry to quibble and I don't disagree that Vodafone could have been more helpful as Lon has acknowledged, but it is inexcusable for the bank to have made the suggestion that they did. I don't think they were very good in troubleshooting the issue. Their advice was completely wrong and it would have saved you a lot of time, energy and grey hair if they had given you the right information the first time.

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  Reply # 1037998 6-May-2014 22:56
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i was a vodafone customer for a decade and rather infamously I've mentioned before on a few other forums that

vodafone
will
not
call
you
back

I've asked this question and would love it answered:  when a vodafone CSR promises a call back, what happens?  Do they have a laugh with their workmates? Put a sticky note on the side of their monitor?  Cause they sure as hell didn't seem to have the ability to leave a job in an open state so it would be chased up until the customer has confirmed that they are happy.

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  Reply # 1038007 6-May-2014 23:06
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MadEngineer: i was a vodafone customer for a decade and rather infamously I've mentioned before on a few other forums that

vodafone
will
not
call
you
back

I've asked this question and would love it answered:  when a vodafone CSR promises a call back, what happens?  Do they have a laugh with their workmates? Put a sticky note on the side of their monitor?  Cause they sure as hell didn't seem to have the ability to leave a job in an open state so it would be chased up until the customer has confirmed that they are happy.

I'm a mobile CSR and personally I call back when I say I will. Generally I'd set an Outlook reminder that pops up at the right time, not too hard. Some stuff needs to go to other depts and generally I'd flick a TXT or quick call to check in with cust and see if things are getting sorted in correct time-frames.




 


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  Reply # 1038012 6-May-2014 23:30
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Was is passed tense. I do apologise for the generalisation as I've had call backs from the mobile team.

But you have to create an entry in your outlook? Wow. Do service providers not realise what a difference it would make if their helpdesk software had a built in schedule or a proper ITIL setup?

As the it guy for my workplace I use such software that leaves jobs open until they're closed with confirmation from the requester but not only that, I make a point of going over the past weeks work and I look for opportunities to make those follow up calls to double check that they're still happy. I see all ISPs now ask "was there anything else I could help you with" at the end of a call. Yes there is - you could help by taking up that promise to call back!

If I can do it, a large corperate can too. It would make a point of difference for any ISP that would implement such a basic service.

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  Reply # 1038015 6-May-2014 23:37
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I notice 75% of call backs that are not been able to be completed a CSR will call the mobile and landline and usually leave a text. The amount of people that forget or dont call back is slim. I have the odd geekzone query go missing but its usually not on my calender so i may forget.

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  Reply # 1038029 7-May-2014 01:35
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leo0787sx: 

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.



Albert Einstein is reputed to have said that insanity is doing the same thing over and over again and expecting different results.



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  Reply # 1038692 7-May-2014 23:11
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MadEngineer: i was a vodafone customer for a decade and rather infamously I've mentioned before on a few other forums that

vodafone
will
not
call
you
back

I've asked this question and would love it answered:  when a vodafone CSR promises a call back, what happens?  Do they have a laugh with their workmates? Put a sticky note on the side of their monitor?  Cause they sure as hell didn't seem to have the ability to leave a job in an open state so it would be chased up until the customer has confirmed that they are happy.


My experience with Vodafone is that if a CSR promises you something and/or to call you back, it usually isn't going to be done right the first time. If I firmly complain or message the social media team requesting a call back, 100% of the time they have responded quicker than my pretty high expectations and largely sort things out right away.



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  Reply # 1038711 8-May-2014 01:23
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leo0787sx: I think people are missing the point, it doesn't matter whos fault it is, Vodafone support wasn't very good. They would even say things like" We will send another form and you can see if the authorisation number is different" silly things like that and they would say they will call and never did. This is the reason I highlighted the other posts, is that if Vodafone wants to keep customers they need to offer support or at least call them back, sometimes the only way to get this point across is to make it public like a forum. Perhaps if there is more of this, there will be change.

It could well be my banks fault but their support was really good in troubleshooting and suggesting things, they suggested that Vodafone need to try a different authorisation number as the other isn't working and that is what I have been trying to do. It is so frustrating being piggy in the middle of my bank and Vodafone and the bad support doesn't help.


I don't think that the people who matter are missing the point, three posts above this, a VF person has admitted fault and offered you further assistance. I am not really sure what else there is to say. This thread has run it's course.

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