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341 posts

Ultimate Geek
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Topic # 148653 26-Jun-2014 10:28
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Changed from Prepay Smart Data to Prepay 19 just after 11am yesterday.  Done online.

As expected my credit dropped by $19 (fortunately to only $3.64!) and 100mins + 500MB showed up in my account.

Within seconds got a txt confirming the change.

Almost immediately following got another txt stating that I had zero credit and I would need to top up in order to continue to use VF services.

Two issues:  1. what happened to my ($3.64) credit? & 2. Now had 100mins + 500MB + unlimited txts, so not true(?) that I could not continue to use VF mobile.

Phoned VF to clarify.  A rather torrid time trying to discuss with CSR (eg. after explaining problem occurred  after changing from Prepay Smart to Prepay 19, was asked "are you calling about mobile?" !!; after eventually getting her to understand the issue was ask whether I wanted her to do anything about it!).  Eventually was told that she would need to forward the issue on and that it could take two hours or so before I heard back (followed later by "you should hear back by the end of the day").  Of course almost 24 hours later still not heard back.

Anyway, when I initially dialled into the prepay section (0800 800 021, 1, ..) en route to the CSR, I encountered a hard to hear (foreign accent?) pre-recorded message stating that "some prepay customers may not be able to use their minutes, txts, or data  ... investigating issue with highest priority ...". (had to listen several times before deciphering).

Of course, ~23 hours later still the same message (still "investigating .. with highest priority"!).

Checking later on my activity statement, I see that my missing $3.64 has been charged up to "Data  1.88MB" immediately after the change in plan.

Exactly the same thing happened to my wife last night.  In her case $9+ credit disappeared immediately after changing plan. Again shows up as a data charge.  Interesting that, since we both had just received a 500MB data allowance (& both had a very healthy data balance before changing plan). 

QN: Does the message on the VF site relate to the credit being wiped from our accounts when we 'changed' plans (all the way from Prepay Smart to Prepay 19 - fairly similar 'plans')?

Seems it could be related but not that obvious it is since it refers to not being able to use "minutes, txts, or data" (have confirmed that I can at least still sent a txt), and makes no mention of loss of outstanding credit balance.

Would be interested in feedback from one of the VF reps here.

Also, note the additional issue that the txt message stating that cannot use VF services unless top up is incorrect.

I am reluctant to top up until this is resolved or at least get clarification.  Do not want any more credit 'robbed' from my account!


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82 posts

Master Geek
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  Reply # 1075001 26-Jun-2014 13:39
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Sounds like a bit of a mission of a situation sorry about that!

We did have some Prepay platform issues after a system upgrade with standard rates being charged where they shouldn't have on some Prepay connections, and some add-on changes going awry.

All issues were fixed yesterday afternoon so no worries about a top-up. Any identified Prepay connections should have an auto-credit adjustment done, in due course. If your account looks to be affected by this service outage, but was not flagged as being part of a bulk credit adjustment, then a manual credit adjustment should have been looked into (case by case basis).

Usually doesn't take that long to check it out though! Flick me through a PM with your mob number/s and PIN/s for the accounts with the $3.64 and $9+ data charges and I'm in this afternoon.




 




341 posts

Ultimate Geek
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  Reply # 1075123 26-Jun-2014 17:07
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Update.  Wife has now received txt advising that credit balance has been corrected (confirmed).  Mine still shows zero balance.  Yet to receive any feedback (~30hrs after phone conversation with CSR).

 
 
 
 




341 posts

Ultimate Geek
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  Reply # 1075136 26-Jun-2014 17:25
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Now sorted.  Thanks

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