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54 posts

Master Geek
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Topic # 157674 9-Dec-2014 12:21
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Hello all.

Does anyone have any information about the current state of Vodafone customer services?:

- I have just now been on hold to their call centre for 1 hour 31 minutes (and counting).
- We signed up for UFB last Thursday (4th) and were promised a welcome pack in “next couple of days.”  Nothing received.
- We have been unable to pay the last two invoices due to an (admitted) problem with Vodafone’s billing system.  Nonetheless we have been charged a $17 late payment fee (we obviously won't pay this).  Repeated calls (with long waits) and this problem is not fixed.  Oh, and we got a letter telling us we were going to be cut off for not paying the bill :)
- An email sent to Vodafone customer service last Wednesday (3rd) has not been responded to.

The impression I am getting is, unfortunately, that this company is a train wreck.  Is anyone else experiencing the same thing?

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'That VDSL Cat'
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  Reply # 1192114 9-Dec-2014 12:32
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This all sounds very much like another recent thread unfortunately..


Hopefully Vodafone are looking at making improvements to their customer service as that seems to be the biggest complaint around here of late!


Keep at Vodafone, Hopefully the few VF Reps that hang around here will be able to point you in the right direction to get things sorted :)




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


242 posts

Master Geek
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Reply # 1192120 9-Dec-2014 12:49
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Quit before you're too invested in it. Your experience will only get worse. And be prepared to lose your Vodafone email address without notice as they cut you over to the TelstraClear billing system.

I am not making this up. If you continue down this path you will only get very, very angry and frustrated.

Seriously.

Jon




I reject your reality and substitute my own!
- Adam Savage, Mythbuster

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  Reply # 1192122 9-Dec-2014 12:53
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Can you please explain the issue with the billing system and why you could not make a payment before the due date? I find this surpising as I am aware of no major outages that could stop someone paying online or via other methods (internet banking) for 2 months

Sorry I can't help with the hold times,

xpd

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  Reply # 1192158 9-Dec-2014 13:20
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I had an issue with the billing system recently as well, where it stopped emailing the bill, and we forgot about it and got pinged as well.... CSR had to re-enter our email address into the system and they started coming through again. (and we got the late fee reversed)

So could be that for the billing....

As for contacting V/fone, I use Twitter and/or the OnlineCare team - onlinecare at vodafone dot co dot nz





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Ultimate Geek
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  Reply # 1192161 9-Dec-2014 13:21
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I had an issue with the billing system, have an AP setup to charge my C/Card.  Changed cards 2 months ago and it kept charging my old card even after verifying the new card was loaded and old one removed.  I found going to a store for some person to person and not leaving assisted greatly than being on hold


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Master Geek


  Reply # 1192198 9-Dec-2014 13:48
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My parents are having trouble with their billing too.
They have been with Vodafone since mid year, not exactly sure of the dates.
Last month my dad paid the bill, but they "lost" the payment, and cut them off.

After having "found" the payment they were reconnected again.
This month they have "lost" the payment again. After last time they haven't been cut off, but are suspended in some way.

I'm not sure of the exact details, but they are both 70+ and are wishing they never signed up. 


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Master Geek
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  Reply # 1192200 9-Dec-2014 13:52
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AFAIK they're having technical difficulties and are working on the problem

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Ultimate Geek
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  Reply # 1192202 9-Dec-2014 13:59
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automaton:
- We signed up for UFB last Thursday (4th) and were promised a welcome pack in “next couple of days.”  Nothing received.


Fun fact:  VDSL sign-ups get that message too, and after calling around and getting passed around nearly a dozen times was told "There is no such thing as a welcome pack." nice to see that they've taken my suggestion to escalate the potential removal of the wording seriously....



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Master Geek
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  Reply # 1192206 9-Dec-2014 14:08
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hsvhel: I had an issue with the billing system, have an AP setup to charge my C/Card.  Changed cards 2 months ago and it kept charging my old card even after verifying the new card was loaded and old one removed.  I found going to a store for some person to person and not leaving assisted greatly than being on hold



Yes, this is the billing problem.  Repeated calls to correct stored credit card, failure by Vodafone to do that, a call back, another failure, and now a termination notice.  

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  Reply # 1192222 9-Dec-2014 14:12
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automaton:
hsvhel: I had an issue with the billing system, have an AP setup to charge my C/Card.  Changed cards 2 months ago and it kept charging my old card even after verifying the new card was loaded and old one removed.  I found going to a store for some person to person and not leaving assisted greatly than being on hold



Yes, this is the billing problem.  Repeated calls to correct stored credit card, failure by Vodafone to do that, a call back, another failure, and now a termination notice.  


Ping me the details and I can take a look



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Master Geek
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  Reply # 1192239 9-Dec-2014 14:26
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johnr:
automaton:
hsvhel: I had an issue with the billing system, have an AP setup to charge my C/Card.  Changed cards 2 months ago and it kept charging my old card even after verifying the new card was loaded and old one removed.  I found going to a store for some person to person and not leaving assisted greatly than being on hold



Yes, this is the billing problem.  Repeated calls to correct stored credit card, failure by Vodafone to do that, a call back, another failure, and now a termination notice.  


Ping me the details and I can take a look


Thanks johnr, done.

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  Reply # 1192243 9-Dec-2014 14:31
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Got the DM (work on the issues) now a UFB install is not straight fwd no matter what ISP the end is with

John

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Wannabe Geek
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  Reply # 1192251 9-Dec-2014 14:44
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Took 1 hour for call to be answered this morning. Followed by another 15 minutes being handed off from someone who couldn't help to someone who could (former TCL customer etc). That was after 2 other calls I abandoned after 30 and 20 minutes in the last day through running out of time.

The hold queues are so long, and there was just the same songs going round and round - no clue how long the queue was, how many calls ahead of me, any option of leaving a number for a callback.

Tried the change of address request through the website - no response until a week later, only to be told that despite what the address checker on the site said, Cable internet wasn't available at my new address. So instead my phone call was to disconnect my account instead. 

So their awesome service has lost them a cable broadband customer of over ten years.

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Ultimate Geek
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  Reply # 1192252 9-Dec-2014 14:47
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Johnr
Reading through threads and having needed assistance myself over the months, its not said enough; Thank you for your time and efforts within this board.




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Master Geek
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  Reply # 1192253 9-Dec-2014 14:50
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I would have thought there is enough in this thread, the Vodafone FaceBook page, and the previous thread linked to above, to warrant a story in the NZHerald, or similar.

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