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Ultimate Geek
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Topic # 240960 4-Oct-2018 07:45
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Has anyone here experienced issues with Vodafone unable to debit their credit card?

I have moved banks and I have a new credit card. The credit card attached to Vodafone account is that of my old bank and that credit card has now been closed.

I have loaded my new credit card onto my Vodafone account but I can't remove my old credit card. When I try and remove my old credit card from my Vodafone account (either via the app or browser) I get a message saying "oops something when wrong" immediately followed by a text saying "sorry your credit card was not de-registered please call customer services".

I called customer services and they can't remove my old credit card either. They say it must be something wrong with my mobile phone (which is clearly not correct). I asked them to escalate to higher support a few days ago but never heard back

Has anyone else experienced this?

Thanks

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Uber Geek
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  Reply # 2101249 4-Oct-2018 07:57
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Something wrong with your mobile phone bahahaha that is hilarious

@JasonParis

John

Edit: Are you doing this via the App or VodafoneNZ site?




Ex JohnR VodafoneNZ 17 years 4 days



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Ultimate Geek
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  Reply # 2101254 4-Oct-2018 08:04
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I've tried the app, desktop browser and IVR. Same result with all 3 systems. It's clearly my phone 😂

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  Reply # 2101255 4-Oct-2018 08:04
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The staff member should be logging a fault ticket in iremedy and passing this to MTE (mobile techicial escalations) and letting them investigate and if they can not resolve then the ticket is passed onto one of the technology teams

John




Ex JohnR VodafoneNZ 17 years 4 days



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Ultimate Geek
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  Reply # 2101258 4-Oct-2018 08:19
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He seemed new as I could hear him asking for advice while I was on the call.  He also gave me his email address so I could send him screenshots.  To his credit he was trying his best but was out of his depth and it's probably fallen through the cracks now.


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  Reply # 2101283 4-Oct-2018 09:11
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Email them and ask them to log a ticket in iremedy and email you back the incident number

 

John





Ex JohnR VodafoneNZ 17 years 4 days

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Wannabe Geek
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Vodafone NZ

  Reply # 2101438 4-Oct-2018 11:38
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Hey JC,

 

 

 

Doesn't sound right indeed, can get someone to look into it for you. Can I get you to email onlinecare@vodafone.com with your phone number/account number. If you have Attn: Geekzone - Ahmed in the subject of the email, I will get this picked up ASAP and looked into.

 

 

 

Cheers

 

Ahmed

 

Social Media @Vodafone


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Wannabe Geek
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Vodafone NZ

  Reply # 2102274 5-Oct-2018 17:56
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BigMal: Has anyone here experienced issues with Vodafone unable to debit their credit card?

I have moved banks and I have a new credit card. The credit card attached to Vodafone account is that of my old bank and that credit card has now been closed.

I have loaded my new credit card onto my Vodafone account but I can't remove my old credit card. When I try and remove my old credit card from my Vodafone account (either via the app or browser) I get a message saying "oops something when wrong" immediately followed by a text saying "sorry your credit card was not de-registered please call customer services".

I called customer services and they can't remove my old credit card either. They say it must be something wrong with my mobile phone (which is clearly not correct). I asked them to escalate to higher support a few days ago but never heard back

Has anyone else experienced this?

Thanks

 

 

 

This should be resolved now, if you're having anymore issues with this just drop us an email and can get the team to look into it for you.

 

 

 

Cheers

 

Ahmed

 

 




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Ultimate Geek
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  Reply # 2102306 5-Oct-2018 20:15
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Yup all fixed. Thanks for your help, it's much appreciated.

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