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258 posts

Ultimate Geek
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Topic # 238275 10-Jul-2018 10:31
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Our billing has been incorrect for 3 months. We have rung numerous times and sent around 40 emails to try and get this sorted. We keep getting promises that it has been or will be fixed. I have lodged 2 complaints and heard nothing but promises that it will be fixed today, this week, etc. Numerous excuses, I have been on leave, I have been sick... but we have still not recieved an updated bill. We have now recieved an email to say our services will be restricted if we dont pay the "incorrect" bill. This is what we are supposed to be paying:-

 

--SMART CONNECT PACKAGE--

 

Unlimited Fibre MAX Broadband

 

Free wireless Ultra Hub Modem with postage and free Fibre Installation.

 

Only $69.99/ with VOIP- per month including G.S.T

 

Additional $10 Off mobile account

 

Add a $15 Discount on My Sky Bill
======================================================
This was not on a contract and had no fixed term.
We are instead being charged at $129.00 per month for Fibre MAX and VOIP.
We are being charged for SOHO on SkyTV, a channel we have never subscribed to and do not have. Our monthly services with SKYTV are Basic, Sport, HD ticket, HD credit, MYSKY Service, 1 x Multi room This was $119.81 through SKYTV per month. We are supposed to be recieving a $15.00 discount per month off this for moving the service through Vodafone. The total for SKY TV services should be $104.81 not the $129.80 we have been charged.
We are also being charged a Telco levy of $0.99 which which was never mentioned in any correspondence.

 

Our main correspondence has been with two people and the online complaints team. This has been a deeply frustrating experience with a chronic lack of communication and follow up from Vodafone from the time we said yes to switching our service which was on the 26th April 2018. We have never defaulted on paying bills, and do not want this on our unblemished credit rating. We are good customers, and have no problems with the services provided. All we want is what we signed up for and a bill that is correct so that we can pay it. I feel that 3 months is far too long for this to be happening, full of I will fix it today, the credit has been applied to your account etc etc. It has been hands down the most frustrating company (it supercedes spark in frustration levels) I have ever dealt with. Their customer service is broken, it does not work. Their complaints service is just as broken and does not work.

 

Telecommunications Dispute Resolution next?





 


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584 posts

Ultimate Geek
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Vodafone NZ

  Reply # 2052496 10-Jul-2018 10:34
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Please message me your account # etc and I'll get that soted for you.

 

Many apologies.

 

m





Channel Manager, Help & Support @ Vodafone NZ


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Uber Geek
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  Reply # 2052841 10-Jul-2018 17:52
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That's pretty shocking. Hopefully this can be sorted.




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Ultimate Geek
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  Reply # 2054913 12-Jul-2018 11:51
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@ Mike Hales.  I want to thank you. Within an hour I had recieved two phone calls and it would appear that this situation has been sorted.  I am very very grateful.





 


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Ultimate Geek
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  Reply # 2054942 12-Jul-2018 12:19
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It's atrocious that this keeps happening though. We had months of incorrect billing before we eventually left, I have a colleague who makes a monthly call to correct billing and another colleague who is now using up several monthly bills worth of credit for an issue that wasn't picked up soon enough and now leaves them hundreds of dollars in credit.

Is there a point at which not fixing a billing system for years on end becomes obtaining money by deception or some kind of fraud?

I reckon it only continues in its current state because Vodafone customers keep working with Vodafone for months on end instead of giving them a couple chances then escalating to TDR

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  Reply # 2054997 12-Jul-2018 13:33
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"Is there a point at which not fixing a billing system for years on end becomes obtaining money by deception or some kind of fraud? "

When most members of a tech forum and general public all have the same opinion about deceitful sales practices and the lack of ownership coupled with an outright broken billing system you couldn't be too far off.





 


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  Reply # 2055220 12-Jul-2018 17:26
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While it's great that Mike was able to step in and sort this, it's sad that (yet again) a senior Vodafone staff member had to resolve what could have been sorted over the phone if they had a decent contact centre.


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Ultimate Geek
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  Reply # 2055223 12-Jul-2018 17:33
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How do I sign up for the same package? 


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  Reply # 2055233 12-Jul-2018 17:55
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dryburn:

 

How do I sign up for the same package? 

 

 

@dryburn Speak to the retention team but forget about it if you are already under a contract term

 

John





Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2055290 12-Jul-2018 19:21
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I can totally relate.
I have come across this forum after googling due to the issues I have had with Vodafone.

After an initial call in April to simply switch to an unlimited broadband plan, I’ve had countless more calls to Vodafone, spent hours on hold, was totally disconnected for 3 weeks, and now suffer with incorrect billing. I thought I was on to something when I finally got someone to help me and who promised to follow up to ensure the next bill was correct...... well it’s not, and I can’t get hold of anyone who can help.

Talking to the call Center in Manila is pointless. As soon as I can figure our how to leave Vodafone, I’ll be doing so.

They have the worst customer service I have ever encountered.

Does anyone have a direct dial for someone in NZ who I can talk to?

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  Reply # 2055292 12-Jul-2018 19:24
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@cameronp DM some information to @mikehales and let him pass it onto someone to look into

 

I have no idea how a plan change could disconnect a customer unless someone really really stuffed up

 

John





Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2055312 12-Jul-2018 20:20
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Sadly John, I suspect that's probably exactly what happened.


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Reply # 2055314 12-Jul-2018 20:25
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quickymart:

 

Sadly John, I suspect that's probably exactly what happened.

 

 

I know a big corporate customer (top 10 this company is well known right across NZ) that called about 2 weeks ago to change some names of the end users on the connections and that was it nothing else had to be done and the connections got disconnected

 

John





Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2055501 13-Jul-2018 08:23
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Linux:

 

@cameronp DM some information to @mikehales and let him pass it onto someone to look into

 

I have no idea how a plan change could disconnect a customer unless someone really really stuffed up

 

John

 

 

 

 

Happened all the time when they did Blue to red conversions for DSL services.. Chorus saw them as 2 different companies so it was treated as a churn and stuff went wrong left right and center. 





 


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Uber Geek
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  Reply # 2055575 13-Jul-2018 09:32
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Retention team gave me a cheaper plan than that...very happy.


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Wannabe Geek
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  Reply # 2067703 3-Aug-2018 19:28
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Unsurprisingly, another months bill has arrived and it’s still wrong. I have it in writing from Vodafone what our plan charges should be, yet they still can’t get it right. I’ve been having this battle since April!

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