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9 posts

Wannabe Geek


Topic # 25799 2-Sep-2008 09:46
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To cut a long story short, last year I went overseas with global roaming set up on my credit card (I'm prepay). When I got home I paid the bill, but the day I paid it, Vodafone charged my credit card.

I've called them upwards of 6 times since then, each time getting told by the customer service rep that they've found my cash, and refunded it. I've been into the vodafone shops 3 or 4 times.

But it's never been refunded. And because my card is locked into their system I can't update my prepay online. To do that they will have to release my credit card -- and hence delete all records of their guilt...

I've emailed them a complaint using the official system. Requiring a response. That was three weeks ago.

It's only $20, but now it's got to be the principle of the thing. And they wil charge me to lie to me now. I'm not a happy camper.

10 years of service, and when Telecom opens up their network I will be a serious contender.

Is there a location that I can make a complaint they will acknowledge? What can I do now?

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BDFL - Memuneh
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  Reply # 161498 2-Sep-2008 11:49
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  Reply # 161518 2-Sep-2008 12:42
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You could always try contacting your bank to initiate a chargeback of the amount incorrectly charged to your credit card.
I believe the merchant gets charged between $15 - $30 for a credit card chargeback so that might make them take notice....


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  Reply # 161671 2-Sep-2008 19:34
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I have had answers to all my open queries over the last day or 2 about all my open tickets saying that there was a delay and to get back to them again if I still need help (sounds like someone neglected to check it till now)

Try again, the compaints process needs a 6 weeks unresolved nature after you make a complaint, and you have not done that yet, you have to actually tell them you want to make a complaint and get a number from them.




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  Reply # 161680 2-Sep-2008 20:17
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Vodafone have their own forum that may provide a quicker answer. Mauricio may have frightened Vodafone's Paul Brislen away from here with frequent mention of the Disputes Resolution site.

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  Reply # 161686 2-Sep-2008 21:19

Bung: Vodafone have their own forum that may provide a quicker answer. Mauricio may have frightened Vodafone's Paul Brislen away from here with frequent mention of the Disputes Resolution site.


Hardly. Had lunch with him just this very afternoon!

The DRS won't be able to help you as you've not gone through the process to resolve it with Vodafone yet. As has been mentioned elsewhere, the DRS is for when you say one thing, your telco says something else and the two of you cannot reach an accord of any shape. Ringing them up to say "I sent them an email but haven't heard back" won't get you too far.

Send me a PM with your account details (or email it to paul dot brislen at vodafone dot com) and I'll get someone to look at it for you.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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  Reply # 161701 2-Sep-2008 22:13
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Bung: Vodafone have their own forum that may provide a quicker answer. Mauricio may have frightened Vodafone's Paul Brislen away from here with frequent mention of the Disputes Resolution site.


Actually not. By the way, the mention to TDR is a way to educate people that there's a way. But also if you read my post again I make a note that there is a process and I link to the page where there's a chart explaining what to do before reaching the stage where the TDR needs to be involved. So it's not "against Vodafone", but more of an educational post.

Hardly. Had lunch with him just this very afternoon!


Paul, Paul... Next they will find out you paid for lunch and start the rumour I am on Vodafone's payroll...

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  Reply # 161763 3-Sep-2008 09:46
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did he pay for lunch??? :P




My views are mine and don't necessarily reflect that of my employer.

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  Reply # 161773 3-Sep-2008 10:15

I certainly did! Former journo with company credit card... dangerous combination.

In the interests of disclosure, Mauricio's beer looked better than mine but mine had a higher alcohol content.

There may have been some food involved as well.

Cheers

Paul





Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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  Reply # 161804 3-Sep-2008 11:31
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so how does one go about getting invited out to one of these work lunch's :P




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  Reply # 161810 3-Sep-2008 12:01
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PaulBrislen: In the interests of disclosure, Mauricio's beer looked better than mine but mine had a higher alcohol content.  There may have been some food involved as well.

Huh.  Well that's not a proper lunch then...



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Wannabe Geek


  Reply # 161820 3-Sep-2008 12:23
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Thanks, have emailed Paul.



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  Reply # 161890 3-Sep-2008 16:14
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FIXED!

Wow!! Thanks Paul (and Christine the CSR you forwarded me onto!)

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  Reply # 161891 3-Sep-2008 16:15

No problem. Christine is an angel.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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