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687 posts

Ultimate Geek


#228836 25-Jan-2018 06:20
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Currently in Singapore and 1 day into a $19 roaming add-on that I bought when I landed in Sydney on the way here.


As per image below, this worked as expected in Sydney (no charge for txt's) but since arriving in Singapore I have been charged casual roaming rates for calls and txt's but interestingly (well, fortunately) not data.


Something badly amiss. 


How do I get this to stop and how do I get the charges reversed?


As can be seen in second image add-on is showing as active but only the 7 txt's sent from Sydney and data usage have been deducted.  Not the txt or calls made or received here in Singapore.


Singapore is listed as one of the countries covered by the add-on.




A couple of weeks ago I bought the same add-on when I landed in UK. That worked fine for the 4 days I was in London, then 3 days in Bermuda.


But this time things seem to have gone haywire.




One oddity.  In my Vodafone account, this is actually showing as three active $19 roaming add-ons, all displaying the same info as in the image below.




Any help appreciated.  At risk of running out of credit in my account if this continues.















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6254 posts

Uber Geek

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  #1946373 25-Jan-2018 07:47
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You need to call Vodafone and raise an incident as the ama records need to be checked and then I suspect that ticket passed to the T&C team


Edit: Have sent link to this thread off to Prepay service owner in Vodafone as well

6254 posts

Uber Geek

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  #1946376 25-Jan-2018 07:54
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@DS248 I have sent you a DM



687 posts

Ultimate Geek


  #1947643 28-Jan-2018 00:49
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Thanks to Linux for porting this issue to the appropriate section of Vodafone and for subsequent follow up. 


The problem was quickly identified and a fix to be implemented next up date of the system config/software(?). 


Issue now appears to have been fixed.  As of today, my txt's and calls are no longer being charged at casual roaming rates.




Vodafone will apparently be bulk crediting all impacted Prepay subscribers once the issue has been corrected.  


That still to happen in my case but at least no further invalid charges are being incurred. 



6254 posts

Uber Geek

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  #1947791 28-Jan-2018 10:17
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@DS248 Yes I can confirm fix went in Friday evening NZ time



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