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# 259831 24-Oct-2019 11:08
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Hi all. I'm looking for some advice on behalf of a friend who has a really frustrating situation with Vodafone.

 

Last week she used a Visa debit card to pay $200 to Vodafone via their app to settle an overdue account that had been placed on a credit block. She has provided me with an Internet banking screenshot and correspondence with Westpac which confirm that the payment was processed. Vodafone are swearing black and blue that they have not received this payment, and the account remains overdue.

 

It sounds like there was a fault in the payment gateway when the payment was processed as there were a couple of failed attempts before it went through. So, I'm pretty sure that Vodafone's system has failed to receipt it and it will be sitting in a holding account somewhere.

 

At this point I'm thinking that the options are:

 

  • Initiate a chargeback with Westpac. This isn't ideal as it will probably take some time and she can't have the phone on a credit block in the interim.
  • Complain to the TDR. Also a long process, and I'm not sure if they deal with billing disputes?
  • Escalate further with Vodafone. I have deliberately avoided tagging in the big man at this point, but this may be the only quick way to get it resolved?

Is there anything else we can do?


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xpd

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  # 2342932 24-Oct-2019 11:29
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Pay it again in person, and do charge back on original payment ?

 

 





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  # 2342943 24-Oct-2019 11:57
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xpd:

 

Pay it again in person, and do charge back on original payment ?

 

 

Yeah, on reflection I think she will have to do that. Unfortunately cashflow is tight so she will have to get the chargeback done first, and then make payment by internet banking.

 

I'm reluctant to make payments through the app now because of the risk that there's a systemic issue with it.


 
 
 
 


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  # 2342959 24-Oct-2019 12:04
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I couldn’t get Vodafone to correct an incorrect direct debit arrangement. Not only weren’t they auctioning the direct debit (which failed two months in a row), they didn’t tell me the payments weren’t going through. They just stopped my internet - no warning.

 

I got the internet re-started by doing a credit card payment over the phone - that worked OK. But could I get their team to fix the direct debit? No. In the end I had to set up a brand new direct debit with them, which they lodged correctly, and the monthly bill is now being paid.

 

the fact I can’t get my mobile and my broadband on the same bill is hugely irritating.





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  # 2342972 24-Oct-2019 12:24
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alasta:

 

At this point I'm thinking that the options are:

 

  • Initiate a chargeback with Westpac. This isn't ideal as it will probably take some time and she can't have the phone on a credit block in the interim.
  • Complain to the TDR. Also a long process, and I'm not sure if they deal with billing disputes?
  • Escalate further with Vodafone. I have deliberately avoided tagging in the big man at this point, but this may be the only quick way to get it resolved?

 

TDR does do billing disputes if it gets to that :)


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  # 2342973 24-Oct-2019 12:27
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This sort of thing may be one for Jason, by the sounds of it. I'll let you tag him if you want to though :)


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