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335 posts

Ultimate Geek
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Topic # 161794 20-Jan-2015 09:12
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Is there anyone here who works for Vodafone that can arrange for compensation due to the disconnection of my services.

I have been on the phone with Vodafone since yesterday 6.15pm until 2am this morning. I have spoken to more than one dozen different staff members.

My broadband was disconnected on the same day that I made payment to them. I pay the same amount every month. I then made another payment which was accepted leaving nothing owing. Still they refused to connect my broadband.

I have only just got the internet back on this morning.

The handling of my complaint was so appauling I'm going to contact the telecommunications and make a formal complaint.

They refused to connect my broadband even with receipt of payment.

My account number is [removed]

I would like compensation for the monetary loss I have sustained due to Vodafones appauling services to me. Who do I contact directly to their head office. They wouldn't even tell me that over the phone

Ford



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  Reply # 1218035 20-Jan-2015 09:29
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I"m not sure how easily it can be done but glad to see you are trying. Pretty sure their T&C's of monetary loss is waived when your signed up with broadband

Maybe JohnR can comment?

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  Reply # 1218037 20-Jan-2015 09:32
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So how far overdue was your payment for them to disconnect you?




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  Reply # 1218040 20-Jan-2015 09:35
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I must admit to being a bit unclear on what's happened here. You say you pay the same amount each month, but then you had to make another payment to actually clear the account - so you've been underpaying all along and the total owing has been accruing? I presume you received some sort of billing or notice that there was an overdue amount before service was cut? What sort of compensation are you after? I could see it being reasonable to not expect to pay for the period in which you were without service, but I'm not sure anything beyond that could be expected.




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  Reply # 1218041 20-Jan-2015 09:38
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Did you have an overdue amount when you were disconnted and how did you make the payment? If via internet banking the payment will not show till the following business day,

You really need to provide more detail including dates and amount,

From your first post I don't think you are entitled to anything if you knew you had an overdue amount



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  Reply # 1218042 20-Jan-2015 09:48
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The arrangement is $100.00 per month I always pay on the 17th of each month.
Vodafone received my payment on the same day they cut my services because it was the weekend and the money was still received by Vodafone yesterday.
There is some outstanding but that usually balances as time goes on.
The point of the issue is that they disconnected my services on the same day payment was made to them and I never had any prior contact regarding outstanding amounts or that they were going to disconnect my broadband and phone.
It took me 5 hours for me to realise they had also disconnected my phone. I have a heart condition so I need that at all times.
They restored the phone. The balance payment I made with a credit card. The first one declined the second one went through and Vodafone gave me a receipt.
They still would not restore my broadband, I asked the Vodafone contact person to logon to my internet banking which he did because I could not contact Westpac to find out why my credit card was declined and I was worried that the card number had been stolen. Westpac's lost and stolen cards is not 24hrs as their website claims.
The issue is also that I was put on hold for sometimes up to an hour with music playing. Nearly everytime I rung Vodafone it would take them up to one hour to answer. I kept getting passed from manila to the technical team. Sometimes I would just get disconnected. I was told my interne would be restored within 30mins. I was then told that was not correct. I was then told in can take 24hrs for my services to be restored.
Finally this morning at around 9am my internet was working.
I'm going to get a print out from my bank to prove that payment was made to Vodafone.


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  Reply # 1218043 20-Jan-2015 09:52
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So your account was disconnected because you owned money, and you're expecting compensation for that?

How did you pay Vodafone, and on what day? Expecting money to be transferred between banks on the same day (which doesn't happen between all banks), and for backend systems to process this on the same day simply isn't how the real world works.



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  Reply # 1218045 20-Jan-2015 09:53
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Ford:
...I asked the Vodafone contact person to logon to my internet banking which he did because I could not contact Westpac to find out why my credit card was declined and I was worried that the card number had been stolen. ...


o.O  I hope you've changed your password since!?

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  Reply # 1218047 20-Jan-2015 09:55
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Hang on. WTF? You told someone else to log onto your internet banking?

AND THEY DID IT?!

And why on earth are you paying a fixed amount each month if your bill varies? That's a sure way to cause billing issues.

I don't think form what's been described that VF have done anything wrong here, but Westpac would be appalled to discover you gave your Internet banking logon to someone over the phone.

Cheers - N


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  Reply # 1218048 20-Jan-2015 09:56
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Ford: I asked the Vodafone contact person to logon to my internet banking which he did because I could not contact Westpac


WHAT????  You gave your internet banking details to Vodafone Call Centre staff?  I hope you've changed your password this morning at least.

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  Reply # 1218049 20-Jan-2015 09:59
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Mind boggles, Just cause a payment has left your bank does not mean it's going to reach the other bank and payment systems real time,

Customers are disconnected cause money is owning, It's not rocket science

John

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  Reply # 1218067 20-Jan-2015 10:03
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Ford: They still would not restore my broadband, I asked the Vodafone contact person to logon to my internet banking which he did because


I hope you have changed your password.

On the other hand, the Vodafone person SHOULD STOP AT THAT POINT AND TELL YOU "Sir, please do not give me your banking details"

Vodafone should train their CSRs to do better than that.

I also hope is not one of the overseas call centre staff - remember what happened with TelstraClear some years ago?

For your sake I hope you don't find your bank account is now empty. Never give access to your account to anyone - even less to someone you don't know, over the phone and potentially on the other side of the world.




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  Reply # 1218068 20-Jan-2015 10:04
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God Almighty, ever heard of screenshots?


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  Reply # 1218069 20-Jan-2015 10:05
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Reply # 1218070 20-Jan-2015 10:05
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networkn: God Almighty, ever heard of screenshots?



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Ultimate Geek
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  Reply # 1218071 20-Jan-2015 10:08
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I gave them permission I wanted to make sure my credit card details had not been stolen and the Westpac phone banking would not accept my password. I was worried about that. Now that I have my internet back I have since changed the password.
My service was disconnected the same day of payment.
All my bills are fixed each month. They all balance out over the year.
Hey, if Vodafone's policy is to disconnect connect services without warning and keep people on hold indefinitely and refuse to restore services once payment has been received in full, well maybe I find another provider.
They could have at least been decent and called and said "hey we notice that you did not make your regular payment because the day of usual payment fell on the weekend would you like to pay the balance now and we won't need to cut your services."
They could have done that. But they didn't so perhaps that then is not the way the real world works. No wonder we have so much violence and mistreatment of others. I wish I was not part of such world.


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