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430 posts

Ultimate Geek
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# 251668 5-Jul-2019 20:35
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Hello

 

 

 

I would like a VF team member top get back to me.

 

I sent an email to your customer service team on the 1st July and apart from an automatic reply have had no response.

 

 

 

This is in relation to a issue that has not been resolved yet asnd a follow up.

 

Without going in to details here I was with VF for 20 years left for a couple of years and have now come back.

 

I am seriously regretting it as the CS that i am experiencing is atrocious.

 

Just having a conversation with someone in CS is like pulling teeth.

 

Thanks

 

 

 

Mod Edit MM: edited title for clarity. 


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5478 posts

Uber Geek
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  # 2270687 5-Jul-2019 20:38
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  # 2270739 5-Jul-2019 21:15
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I find the online chat useful.  Failing that, pick up a phone and call them.  


 
 
 
 


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  # 2270741 5-Jul-2019 21:19
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@beenz Why don't you email @JasonParis? He has posted his direct email address many times on Geekzone




430 posts

Ultimate Geek
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  # 2270743 5-Jul-2019 21:21
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Linux:

@beenz Why don't you email @JasonParis? He has posted his direct email address many times on Geekzone


.

Done thanks.

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  # 2270748 5-Jul-2019 21:25
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@beenz Do you want to tell us what the query / issue is? We might be able to add some value




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Ultimate Geek
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  # 2270754 5-Jul-2019 21:36
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In a nutshell I have been double billed.
I signed up with VF and at the time of sign up VF assured me they would cancel my spark account.

They didn't of course so I got billed from Spark as well as VF.
VF asked me to remit my spark invoice and they would credit my account for the amount.
One of the VF team members asked me to send the invoice.
This was two weeks ago and still no response from them.
So on Monday I responded to the original email to customer service and you guessed it still no response.
So previous to this I was with VF for over twenty years.
Left for two and then went back.




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  # 2270757 5-Jul-2019 21:39
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So you ported your services from Spark to Vodafone or did you just sign up to Vodafone not following the porting process?

 

You are aware your service provider you are leaving (LSP) can bill you for another month when changing providers?


 
 
 
 




430 posts

Ultimate Geek
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  # 2270776 5-Jul-2019 22:08
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Linux:

 

So you ported your services from Spark to Vodafone or did you just sign up to Vodafone not following the porting process?

 

You are aware your service provider you are leaving (LSP) can bill you for another month when changing providers?

 

 

 

 

 

 

So I changed providers with a months notice which I was going to give to spark but VF team in Rangiora shop assured me they would take care of the change over.

 

I changed everything over phone/internet/TV and ported my number.

 

After i found out that VF did not do the months notice and i was double billed i then raised it as a issue and was told to email my final spark invoice to VF and they would credit my account with the billed amount.

 

That was approx 3 weeks ago.

 

I then replied to the original email on Monday and apart from an automated reply ....nothing.

 

I am tired and fed up with trying to resolve it and having no response.

 

I make no apologies that i have posted this on the VF community board as well.

 

I am basicaly over it and want to go back to Spark.

 

I am not a customer that goes from provider to provider and was previously with VF before all this for 20+ years and they WERE grewast.

 

 

 

 




430 posts

Ultimate Geek
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  # 2270819 5-Jul-2019 22:17
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As a side note 

 

 

 

The fact that i have to resort to such measures to get a response is appaling in itself.

 

This should have been resolved one way or another with a couple of emails or phone calls.

 

Me taking to a forum to resolve it is not the way it should be.

 

Believe me when I say I have made numerous phone calls only to be on hold for up to an hour and then been cut off, passed from department to department with no follow up.

 

I am venting now but i am really tired of it all.


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  # 2270880 6-Jul-2019 10:09
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beenz:... not the way it should be...

 

 

 

Agreed.


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Uber Geek
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  # 2270959 6-Jul-2019 12:14
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I feel like this might be a thing with spark. Had the same trouble but with porting landline and broadband from spark to 2degrees. I think landline numbers go through a similar process to mobile in that the LSP cancels service when port gone through? Spark say they never got the request to port so never disconnected us. But 2degrees had to have gotten our phone number somehow, and they were providing our VDSL based on public IPs.

Spark were positive they were our provider still, but interesting how they stopped showing any usage on our account for internet as soon as the 2degrees service went live.

Was a huge ordeal getting them to cancel our service, with them saying it would leave us without service etc and I just ended up saying “cancel it and we’ll see what happens”. Well you can guess nothing happened and we still had broadband and phone after it.



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Ultimate Geek
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  # 2271479 7-Jul-2019 20:02
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What is very interesting is I have contacted both
@JasonParis @shaunm and posted on the VF community page and apart from some comment around why am I posting in more than one place I am being ignored.
This makes me all the more determined to make some noise around being ignored and the appalling way I have been ignored.
I am sure I am going to switch back to Spark but in the meantime I will make sure as many people as I can know about the appalling service that VF provided.

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  # 2271481 7-Jul-2019 20:10
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Bear in mind it has been outside of weekday hours since this thread started and the people being contacted may not know until tomorrow morning.


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  # 2271492 7-Jul-2019 20:17
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@Beenz come on as above it's the weekend

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Wannabe Geek
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  # 2271493 7-Jul-2019 20:18
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Not particularly surprising to hear this. They have even banned former employees from contacting anyone via. the vodafone.com domain name (gets rejected by the receivers domain).


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