Great work Vodafone, not really.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Great work Vodafone, not really.

Byrned

455 posts

Ultimate Geek

#189136 17-Dec-2015 21:32

But what do I even expect.

So have my broadband account setup to pay by credit card. A couple of months ago my card number got in the wild and I had to change the card. Alas I forgot to update the card number with Vodafone.

Hadn't noticed that I hadn't been charged for a while and then tonight I get home to no internet. No phone call (apparently had tried to call the home phone during the day when no one is home, but didn't bother to leave a message), no email, text or anything else.

Just unbelievable for a communications company. Is it really that hard to send an email or text message to say there's a problem with your account, please call. I get plenty of marketing emails though.

surfisup1000

5288 posts

Uber Geek

#1452695 17-Dec-2015 21:44

Its not a bad effort by them.

Your payment method failed so it is your responsibility .

You would have received an invoice or two showing no payment right?

They tried calling you but you weren't home, so your services were cut for being overdue (even if they have your cellphone number it might not be your registered contact number - they may not want to call another number for privacy reasons).

I'm kind of on vodafones side on this one but I get the frustration.

richms

28218 posts

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Lifetime subscriber

#1452702 17-Dec-2015 21:53

Be glad they arent spark, who when they fail to charge a card for a mobile phone, dont bother trying again, instead let it go way overdue and then send a "letter" to you threatning disconnection within a timeframe shorter than the time it took for them to print and send the letter, and you to get it from the mailbox. Apparantly they do call, but its from a blocked number so of course is ignored.

Richard rich.ms

johnr

19282 posts

Uber Geek
Inactive user

#1452706 17-Dec-2015 22:05

Invoices / overdue can all be checked online and we call the number attached to the account to try and make contact before connections are cut off,

Too get services restored would only require a call into the 24/7 team and pay the over due and services would be restored almost instantly

richms

28218 posts

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#1452717 17-Dec-2015 22:24

The problem I had with telecom was that they only call bar the phonecalls, data was still working so I had no idea it was overdue and didnt come off the card till they did the final disconnection and it went to sim registration failed and I stopped getting incoming calls. No SMS from them is what had me going off at them. At least with vodafone they SMS and turn the data off if its overdue.

Richard rich.ms

MaxLV

656 posts

Ultimate Geek

#1452752 18-Dec-2015 01:18

Byrned: But what do I even expect.

So have my broadband account setup to pay by credit card. A couple of months ago my card number got in the wild and I had to change the card. Alas I forgot to update the card number with Vodafone.

Hadn't noticed that I hadn't been charged for a while and then tonight I get home to no internet. No phone call (apparently had tried to call the home phone during the day when no one is home, but didn't bother to leave a message), no email, text or anything else.

Just unbelievable for a communications company. Is it really that hard to send an email or text message to say there's a problem with your account, please call. I get plenty of marketing emails though.

Surely you check all your bills are being paid on time and check your bank accounts/credit cards transaction history and balances at least once a month?

Entirely with Vodafone on this. Paying your bills on time and in full is your responsibility.

sidders80

755 posts

Ultimate Geek

Trusted

#1452753 18-Dec-2015 01:29

When you change a card it is your responsibility to switch any AP or DD's to the new card to avoid any inconvenience. At the end of the day it is your responsibility to ensure that the payment to all providers is going on time.

Sid

sbiddle

30853 posts

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Biddle Corp

Lifetime subscriber

#1452783 18-Dec-2015 06:46

Vodafone have an automated calling system that calls fairly regularly if your bill is overdue. I'm not sure what else they can really do apart from this.

My biggest gripe (after going through this same thing a few months ago) is that you can't load a CC number yourself on VF, but can if you're on the old TCL platform. Because of historical fraud issues out of Manilla this means you'll have to wait for a team leader to update CC details. When call wait times were really bad a few months ago this was pretty painful.

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andrew027

1286 posts

Uber Geek

#1452830 18-Dec-2015 08:40

I had a similar issue last year where a fraudulent transaction appeared on my credit card and I had to cancel it, but if you change cards for any reason, it's your responsibility to update payment details, not the payee's. I went back through a few months' online credit card statements to see what payments I had set up, and contacted those companies to provide my new card details.

dylanp

840 posts

Ultimate Geek

Trusted

#1452859 18-Dec-2015 10:11

Byrned: ... Is it really that hard to send an email or text message to say there's a problem with your account, please call. ...

Sorry to hear you had a bad experience. The following bills would have shown it was overdue, and generally speaking there's normally an automated call as a courtesy reminder.

dudalemon

38 posts

Geek

#1455640 22-Dec-2015 20:13

Byrned: But what do I even expect.

So have my broadband account setup to pay by credit card. A couple of months ago my card number got in the wild and I had to change the card. Alas I forgot to update the card number with Vodafone.

Hadn't noticed that I hadn't been charged for a while and then tonight I get home to no internet. No phone call (apparently had tried to call the home phone during the day when no one is home, but didn't bother to leave a message), no email, text or anything else.

Just unbelievable for a communications company. Is it really that hard to send an email or text message to say there's a problem with your account, please call. I get plenty of marketing emails though.

They have millions of customers and you are having a laugh if you expect them to call each person to tell them a payment is missing?
Their responsibility is to give you an Internet service and your responsibility is to pay.
Do you blame the petrol station for not telling you to fill up?

You get about 2 months before your services get cut is well..