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3 posts

Wannabe Geek


Topic # 22929 12-Jun-2008 12:10
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Hello everyone,

I'm all new to this, just want to share this with everyone. and hope you guys not having the same problem as me >_<

Recently I make payment for my mobile bill through vodafone automatic credit card system.

I got overcharge about $300, The problem is this overcharge doesn't show on my Vodafone account, but it show on my credit card statement!!! Is it count as steal? as if you didn't checking your credit card statement, than you will never know you got overcharge!!

I have call them and try to sort this out for almost a month, nothing happen yet, everytime I call and check the status of this, they just said I help you to send another requsted to the account people and they will be in touch with you 3-5 days, but nothing happen after that.


As I'm not happy about this,because I'm out of my pocket about $300 and not sure when I can get this back!! now I have to come up an extra $300 to pay for my credit card bill, or else I get charge on interest!!


I make a complaint to vodafone by send them the email, I received a text and said " We will reponse to you within 15 days " until today nothing happen yet,

Apart from waiting really I don't know what else I can do to get the process speed up. Anyone have any suggestion? 


ps:pls check your credit card statement if you have making payment recently, their customer Rep told me I'm not the one having this problem, also happen to other customers.

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  Reply # 137601 12-Jun-2008 12:48
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I have never exprienced this problem with them. I have ihug (now vodafone) broadband service  for the last 3 years and I have always paid by credit card and never been over charged. I also have Hotlink set up with Vodafone for my prepaid account and every month do a $20 top up using my Eftpos account details and always have been charged the right amount. Just did a hotlink top up yesterday and checked my bank account today but only charged $20. May be a one off glitch with your payment? But totally agree with you that if you have been over charged by $300 they should not screw you around and refund not only the money but may be some credit to the account considering you have had to wait nearly for a month now.




Do whatever you want to do man.

  

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  Reply # 137604 12-Jun-2008 12:54
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I don't give out credit card details to any company I usually just pay bill payment using online banking, the safest way to be, as you have the control, just my 2c!

 
 
 
 


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  Reply # 137612 12-Jun-2008 13:06
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Does not 'count as steal'. It's a mistake.

Yes they need to fix it, and yes they should get onto it immediately, and poor service if they don't, but still not stealing.




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Ultimate Geek


  Reply # 137662 12-Jun-2008 16:34
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tonyhughes: Does not 'count as steal'. It's a mistake.

Yes they need to fix it, and yes they should get onto it immediately, and poor service if they don't, but still not stealing.


It's a mistake they don't seem particularly interested in fixing quickly, and considering interest charges that LittleChilli will be receiving it's pretty poor form.  If I was on the receiving end of that kind of service I'd feel like calling it stealing too.

My suggestion to you LittleChilli would be to go to your bank and request a chargeback for the amount in error (or the full charge if necessary - I'm not sure if you can do a partial chargeback).  Once Vodafone is out of pocket they might feel like resolving your issue a little quicker.

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Master Geek


  Reply # 137668 12-Jun-2008 17:06
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Hi there,

If vodafone isn't sorting the issue out promptly, Go straight to your credit card company.

Ring them on the phone, tell them their is a transaction on your statement you wish to dispute.

If all goes well they will reverse the charge, taking the money away from Vodafone and placing it back into your credit card account.

All credit cards have the ability to do that, so just get on to it promptly, as there is sometimes a cut off period (generally a month)

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  Reply # 138201 15-Jun-2008 16:59
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Be wary when conducting a chargeback however - make sure it's your last resort, as when you do charge them back Vodafone gets hit with an additional $75 (or thereabouts) charge on top of what you get given back.  And pretty much the first thing any company who gets hit with a chargeback does is terminate all of your services.





I finally have fibre!  Had to leave the country to get it though.


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Ultimate Geek

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  Reply # 138212 15-Jun-2008 17:34

Hi LittleChili,

I've sent you a private message saying to forward your details to my email address and I'll escalate it but I've heard nothing from you. I realise you're new here so might not have seen the icon telling you about the private message.

As soon as you've sent them through I'll take it from there and see what can be done.

DON'T post your details in this thread though.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


425 posts

Ultimate Geek
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  Reply # 138327 16-Jun-2008 11:38
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I've had a similar problem.

Vodafone charged me in on May 8th and May 10th for my monthly account. My bank on multiple occasions has confirmed the payment was taken twice. Vodafone seems to think the payment "failed".

I have been trying to deal with Vodafone's customer service over the past 5 weeks to get this sorted. Unfortunately their customer service is appalling and they do not follow up or fulfil any promises.

They have advised that as the payment does not show up on their "billing" system, then I am out of luck as the payment is "missing".

I spoke to an "Escalation Manager" who refuses to escalate or investigate the problem further. As far as they are concerned if their accounts team happen to find the the missing payment they will get back to me. Of course, 3 weeks later and still no word from accounts. On requesting that the manager call accounts to find out what has happened - "oh, I'm sorry that can't be done".

Using a telephone in a telecommunications company in order to assist the customer appears to be a big no no - that would be far too efficient and helpful. I've had many promised callbacks that never came and a general unwillingness to transfer the call to someone who is actually willing to help. The escalation manager actually admitted they would not take any action to follow up with accounts to see what has been happening. How exactly is that helpful customer service?

The tactic isn't surprising, Vodafones call centre seems to stonewall themselves from the rest of the company (outsourced I guess?) - most likely in the hope that people will give up on issues. I guess it saves them money rather than have their staff take the initiative to investigate further or solve a problem.



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Wannabe Geek


  Reply # 139218 19-Jun-2008 17:16
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Hi Paul,

 

Many thanks for your response, really appreciated, sorry for my delay reply due to I all new to this,

 

I have sent you my detail to your email address,

 

Pls help me to look into it,

 

Thanks for your help and looking forward to solve this ASAP

 

Regards

Littlechili



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Ultimate Geek

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  Reply # 139231 19-Jun-2008 18:48
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If you call your credit card provider and dispute the payment I'm sure Vodafone would find the transaction in question pretty quickly. ;)

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Ultimate Geek
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  Reply # 139356 20-Jun-2008 11:54
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Their system is obviously flawed in order to bill people twice.

I'm seriously thinking of doing a charge back as I've yet to receive any help from their customer service. What annoys me is the amount of work I have to go to in order to get my money back when their system is at fault.

If I go the chargeback route, then I'm no longer going to permit Vodafone to use my credit card as a payment option.

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  Reply # 139361 20-Jun-2008 12:03
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If you go the chargeback route, you'll probably find Vodafone will no longer permit you Vodafone as a telecommunications option - many companies do it, since they're out of pocket more than they got in the first place when you do it.




I finally have fibre!  Had to leave the country to get it though.


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Ultimate Geek
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  Reply # 139369 20-Jun-2008 12:42
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Haha, well that would make sense wouldn't it? Refuse to provide service to a customer who has been with them for 8 years and who has paid more than they should have due to their poor billing system.

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Master Geek
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  Reply # 139381 20-Jun-2008 13:24
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I've never had any issues with VFNZ overcharging my credit card, and it is the only method I use to top up my phone.
Sounds to me like the OP accidently double tapped the 3 button while entering $30, and then didn't listen as the automated voice asked him to confirm the amount entered. Bang, one of top up of $330!

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Ultimate Geek
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  Reply # 139390 20-Jun-2008 14:09
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My issue has nothing to do with topping up on Prepay. I am an on account customer and Vodafone during May charged my credit card twice for the same amount. They have so far refused to refund me as their billing system thinks it only billed me once.

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