Vodafone doesn't want my money!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone doesn't want my money!

MaxLV

656 posts

Ultimate Geek

#196303 26-May-2016 13:02

I usually get my monthly bill emailed by the 15th of the month at the latest. Billing date is the 9th of the month.

It's now the 26th and I still haven't received the bill for May.

For the last 45 minutes I've been trying to get through to the billing department to sort it out.

Three times for some reason I've ended up with Christina. I seriously wonder how she ever got the job! I explain what the problem is, and all she does is put me back on hold.

Note: I pay my bill fortnightly (half the estimated monthly amount) and ensure the payments are enough to cover the monthly bill. I dont wait for the bill to arrive.

I am now currently on hold waiting for the Vodafone's so called customer care team to take my call. started calling them at 11:45am.

Finally got my call answered at 12:55, and they say a bill has been generated, they have the invoice number, but it wasn't sent because I'm in credit. They cant send a bill be cause of this, all they can do is email me a breakdown of the bill.

What a bloody stupid way to run a company!

KrazyKid

1238 posts

Uber Geek

#1560028 26-May-2016 13:09

So they can't/won't send you a GST tax invoice for services they provide unless you ring each month and request it?
That process is seriously broken.

Don't waste energy trying to change that internal process - I can see it taking years to fix (if ever) because good luck finding an accountable person.

You will either have to pay after the due date, or move providers, or accept that it is crap.

andrewNZ

2487 posts

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Inactive user

#1560029 26-May-2016 13:11

That sounds like a lie. My partner received bills in credit for months after she changed providers. They only stopped when she called and claimed the money.

MikeB4

18435 posts

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#1560032 26-May-2016 13:19

I feel your pain, we (my wife) has a credit card with a major bank, the card will have transactions around $15,000 per month and is always cleared each and every month with no carry over balance. Recently we were going to be away over the end of month period so she paid what she thought would be the correct amount for the month. Unfortunately she had it wrong and she overpaid the card by about $2,000. The card was put on hold and an a somewhat rude phone call from the bank was received.

Needless to say the transactions with that bank will ceased as soon as possible.

thecatsgoolies

414 posts

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#1560051 26-May-2016 13:39

Or you could login and view the pdf invoice online?

MaxLV

656 posts

Ultimate Geek

#1560060 26-May-2016 13:53

andrewNZ: That sounds like a lie. My partner received bills in credit for months after she changed providers. They only stopped when she called and claimed the money.

So have I. But the customer care person insists that I wont receive an invoice when I'm in credit. Even after I told her I have received the invoice previously showing I'm in credit and there's nothing to pay for the month.

MaxLV

656 posts

Ultimate Geek

#1560062 26-May-2016 13:54

thecatsgoolies: Or you could login and view the pdf invoice online?

I can do that but it doesn't show the invoice for May. The latest Invoice on my profile page is for April.

MikeHales

615 posts

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#1560065 26-May-2016 13:58

Your latest amount owing i.e. the current month would be on your My Vodafone summary (1st) page.

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floydbloke

3522 posts

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#1560083 26-May-2016 15:04

MikeHales:

Your latest amount owing i.e. the current month would be on your My Vodafone summary (1st) page.

i don't think that's the case if you're on the old (TCL) Customer Zone (billed through Clarify). There is no real-time view of account balance/invoice/payment status at all. You used to be able get your balance via the IVR but that was taken away about a year ago.

I also have it on reasonably good authority that on that billing platform no invoice is generated if the amount to pay is under $5 or until 3 months have elapsed. I think this is a fairly recent initiative as well. If I recall correctly, staff members who were getting the TCL monthly discount would receive a $0 invoice every month.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

Hammerer

2476 posts

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Lifetime subscriber

#1560148 26-May-2016 16:06

floydbloke:

MikeHales:

Your latest amount owing i.e. the current month would be on your My Vodafone summary (1st) page.

i don't think that's the case if you're on the old (TCL) Customer Zone (billed through Clarify). There is no real-time view of account balance/invoice/payment status at all. You used to be able get your balance via the IVR but that was taken away about a year ago.

I also have it on reasonably good authority that on that billing platform no invoice is generated if the amount to pay is under $5 or until 3 months have elapsed. I think this is a fairly recent initiative as well. If I recall correctly, staff members who were getting the TCL monthly discount would receive a $0 invoice every month.

I doubt that they've stopped generating the monthly charges because they would have to accrue them somewhere. The bill will be there online because they've probably just stopped mailing statements where the account is in credit.

MikeHales

615 posts

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#1560149 26-May-2016 16:10

No bill under $5 - reasonably good authority being the VF website ;)

gregmcc

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#1560168 26-May-2016 17:08

MaxLV:

andrewNZ: That sounds like a lie. My partner received bills in credit for months after she changed providers. They only stopped when she called and claimed the money.

So have I. But the customer care person insists that I wont receive an invoice when I'm in credit. Even after I told her I have received the invoice previously showing I'm in credit and there's nothing to pay for the month.

In their T&C's it states they will send and invoice monthly

floydbloke

3522 posts

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#1560178 26-May-2016 17:51

Hammerer:

floydbloke:

MikeHales:

Your latest amount owing i.e. the current month would be on your My Vodafone summary (1st) page.

i don't think that's the case if you're on the old (TCL) Customer Zone (billed through Clarify). There is no real-time view of account balance/invoice/payment status at all. You used to be able get your balance via the IVR but that was taken away about a year ago.

I also have it on reasonably good authority that on that billing platform no invoice is generated if the amount to pay is under $5 or until 3 months have elapsed. I think this is a fairly recent initiative as well. If I recall correctly, staff members who were getting the TCL monthly discount would receive a $0 invoice every month.

I doubt that they've stopped generating the monthly charges because they would have to accrue them somewhere. The bill will be there online because they've probably just stopped mailing statements where the account is in credit.

Depends on your definition of 'online'. Sure the charges accrue, and the appropriate VF staff members will be able to tell exactly what they are through their internal 'online' systems.

However, the customers who are forced to use the customerzone site (which is the old TCL site with a Vodafone banner) to access their account details can only see the last invoice, there is nothing real-time on it when it comes to usage, payments, account balances, etc.

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

MaxLV

656 posts

Ultimate Geek

#1560369 27-May-2016 00:07

MaxLV:

I usually get my monthly bill emailed by the 15th of the month at the latest. Billing date is the 9th of the month.

It's now the 26th and I still haven't received the bill for May.

For the last 45 minutes I've been trying to get through to the billing department to sort it out.

Three times for some reason I've ended up with Christina. I seriously wonder how she ever got the job! I explain what the problem is, and all she does is put me back on hold.

Note: I pay my bill fortnightly (half the estimated monthly amount) and ensure the payments are enough to cover the monthly bill. I dont wait for the bill to arrive.

I am now currently on hold waiting for the Vodafone's so called customer care team to take my call. started calling them at 11:45am.

Finally got my call answered at 12:55, and they say a bill has been generated, they have the invoice number, but it wasn't sent because I'm in credit. They cant send a bill be cause of this, all they can do is email me a breakdown of the bill.

What a bloody stupid way to run a company!

Update: sent an email via Vodafone community forum, and one of their 'Ninjas' has sent me a breakdown of my bills, what I have to pay, and what I have paid for the April, May, and June. Currently in credit by over $100. Apparently, if you have to pay less than $5 the month, the 'system' wont generate a bill. Guess I'll just have to reduce my fortnightly payments and make sure the difference that I have to pay is always $5.01 or more to get the monthly invoice emailed to me.

Why cant they do what Contact Energy and Genesis Energy do when my gas and power bills are in credit, send me the monthly billing email saying there's nothing to pay this month, but we've attached the bill anyway...

On another note, I asked when my 24 month contract expired. They told me July 2015. Aren't the Vodafone retention team supposed to contact customers when a contract is due to expire?