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  #2077357 22-Aug-2018 12:29
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antoniosk:

 

And on it goes:

 

https://comcom.govt.nz/news-and-media/media-releases/2018/vodafone-faces-charges-for-billing-customers-after-contract-finished

 

 

 

Summary below:

 

The Commerce Commission has laid 10 charges against Vodafone New Zealand Limited (Vodafone) alleging it made false representations in invoices sent to its customers.

 

Charges were filed in Auckland District Court under the Fair Trading Act and cover the period from 1 January 2012 to 1 January 2017.

 

The Commission alleges that, having agreed with a customer to terminate their service part-way through the next month, Vodafone then sent an invoice that included charges for the entire next monthly billing period.

 

As such, the Commission alleges that Vodafone misrepresented its right to payment because its customers only owed payment for the services provided prior to the agreed termination date.

 

The Commission cannot comment further while this case is before the Court. This matter will be called in the Auckland District Court for the first time on 11 September 2018.

 

 

 

 

9/11 is when we will find out eh?
Wonder if the towers gonna fall... 


ajw

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  #2077366 22-Aug-2018 12:47
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  #2077368 22-Aug-2018 12:49
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VF seem to be a bit of a train wreck right now when it comes to billing. I understand it's probably exceptionally complex, but with all the issues they have had over the period of time since they bought Telstra it feels well overdue for resolution.

 

 




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  #2077378 22-Aug-2018 13:17
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networkn:

 

VF seem to be a bit of a train wreck right now when it comes to billing. I understand it's probably exceptionally complex, but with all the issues they have had over the period of time since they bought Telstra it feels well overdue for resolution.

 

 

Yeah. TBH the cost of integrating all the billing systems into one would have been astronomical compared to just screwing things up, placing stress on customers and contact centre and taking the reputational hit. It's not on Fair Go or the national news, so they just wear it. 

 

In the meantime they work on building new products that provision from the new systems with tactical investment in connecting to legacy infrastructure (HFC), and migrate customers via Upsell, Retention, Churn and Winback. Its slower and messier but a darn sigh cheaper.

 

I'm not discussing the ethical or moral merit of this approach - it's a private company not a public service entity - but it is also, as I've said before, their strateguc view of the customer has been breathtakingly dismissive and cavalier, leaving the front line to bear the brunt of customer rage.





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Antonios K

 

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#2077400 22-Aug-2018 13:31
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Coil: 9/11 is when we will find out eh?
Wonder if the towers gonna fall... 

 

Ha ha - had a good chuckle at this one. But no...


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  #2077405 22-Aug-2018 13:42
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networkn:

 

VF seem to be a bit of a train wreck right now when it comes to billing. I understand it's probably exceptionally complex, but with all the issues they have had over the period of time since they bought Telstra it feels well overdue for resolution.

 

 

 

 

 

 

Just wanted to say that TelstraClear billing was IMO also about as train-wreckish before the Vodafone buy-out. So in that respect it sounds like nothing much has changed.





No signature to see here, move along...

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  #2077607 22-Aug-2018 18:00
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TCL and Saturn billing systems were both pretty diabolical, now I remember it...


 
 
 
 


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  #2093255 19-Sep-2018 15:35
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And three times a charm. This time for "unlimited" mobile plans. https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12127853


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  #2093256 19-Sep-2018 15:37
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That's possibly a little unfair as Spark market theirs in basically the same way. 


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  #2093257 19-Sep-2018 15:37
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An investigation is not a conviction. Good to remember that. Reserve judgement until verdict is in. I agree it looks bad though.

 

 


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  #2093261 19-Sep-2018 15:43
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wratterus:

 

That's possibly a little unfair as Spark market theirs in basically the same way. 

 

 

I agree, but there must be just enough on Spark's website to make it legit. From the article: "However, a spokeswoman [for Comcom] did confirm that Spark and 2degrees unlimited plans are not under investigation".

 

networkn:

 

An investigation is not a conviction. Good to remember that. Reserve judgement until verdict is in. I agree it looks bad though.

 

 

Correct. Like the other two pending cases (FibreX claims, billing more than the customer notice periods), Vodafone have not been found guilty. But Comcom generally don't launch an investigation unless there is some credible chance that they might lay charges.


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  #2093266 19-Sep-2018 15:45
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stinger:

 

Correct. Like the other two pending cases (FibreX claims, billing more than the customer notice periods), Vodafone have not been found guilty. But Comcom generally don't launch an investigation unless there is some credible chance that they might lay charges.

 

 

Incorrect. I have 3 customers who have been investigated directly or indirectly by the commerce commission, and not one of them has had charges laid. All three investigations found that there was no evidence to support charges.

 

Just because they may believe there is a case to answer, doesn't mean anything will come of it. May do, just don't prejudge.

 

 

 

 


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  #2093267 19-Sep-2018 15:47
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None of them are as bad as Verizon.

 





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  #2093272 19-Sep-2018 15:53
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BlakJak:

 

Just wanted to say that TelstraClear billing was IMO also about as train-wreckish before the Vodafone buy-out. So in that respect it sounds like nothing much has changed.

 

 

It did actually get worse in some ways, because the multiple billing systems were not combined. If you say have a mobile phone, a cable connection, and another type of Vodafone connection (e.g. DSL, UFB, etc), you'd have 3 account numbers, 3 separate bills, etc etc..





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  #2093275 19-Sep-2018 15:55
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Unlimited

 

 

 


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