Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3
15564 posts

Uber Geek

Trusted
Subscriber

  # 2376018 15-Dec-2019 21:36
2 people support this post
Send private message quote this post

Yeah, Vodafone have a reputation. However, you never getting a bill and never questioning it mean you're somewhat responsible here. However, they should have known your address and made contact.

 

I would dispute this with Vodafone, and if that doesn't work I'd take it to the TDR. You should change providers, ideally in the next few days if that's practical given your connection type, otherwise Vodafone should be able to reinstate your connection given the dispute of the bill.


104 posts

Master Geek

Trusted
Vodafone NZ

  # 2376063 16-Dec-2019 07:51
3 people support this post
Send private message quote this post

moschops: Cutting what were multiple long phone calls to VF CS short..

Back in July 2017 there was a problem with my regular standing order for payment of my VF Cable ADSL service. I noticed this perhaps around 2/3 weeks afterwards, it was before my next regular payment, so sent a manual payment for July.

I never received any communication from VF about the delayed payment and never thought about it again.

Since then there has been no further issue with my standing order payments and every month $99.99 is paid to the VF account.

Yesterday, Saturday morning, my Internet service was not working. I called VF and after 2.5hrs I managed to find out that my service had been suspended due to an outstanding balance of $583.

I double checked all my payments and not a single one was missed. After much debating I managed to have VF send me through all their account records since I have never had a bill sent to me and I wanted to match up with my bank statements with their accounts to prove payment had been sent.

During this process it was discovered that they had really messed up all my contact details. The phone number they had for me was missing the last 2 digits, they had my old address from before I transferred my service to my new address and they had an incorrect email address. I have no idea how a telecoms company managed to not realise that a 9 digit number is not valid nor be able to update an account address after moving the service across to it.

Anyhow, I worked my way back through my bills and discovered that my late payment in July 2017 had incurred a late payment fee of $17.25, applied to the September bill. Working forwards from there I see that every month my $99.99 is received on time as usual however they then start adding an additional $17.25 every month, for late payment of their late payment fee. This continues, increasing to $18.50 in March 2018, all the way through to December 2019 when they then decide I owe $500+ of accumulated late payment fees and that I must pay this in order to get my service back.

I really don’t believe this to be fair or just in any way. Even if they had recorded my contact details incorrectly they were absolutely aware of my new address since they had to send someone to install the service in my new address and there was no real attempt to contact me.

Besides the ridiculous late payment fee, during this I also noticed that they had increased my service cost by $3 at the beginning of the year and to make things even worse, I actually went on the VF front page to ensure what they are charging me is correct and the same service looks to be cheaper than what I am being charged.

I’m currently with no internet service which is a real problem since I go on holiday in a few days and my video security system is dependant on there being internet as well as my home automation gadgets - that is not to mention the lack of general internet access and streaming services that I can no longer use. I never realised just how reliant I am on having a 24/7 connection.

Yeh, venting my anger but also wondering on what anyone else thinks - is this really legit? Can they really charge me charges for charges that I wasn’t advised about and then for it to total so much?

 

Hi there. Thanks for bringing this to my attend team. Sorry about the experience you are going through - let me get the team onto getting this sorted. Can you please drop me a short email to Jason.paris@vodafone.com with your account details and best contact number?

 

Cheers

 

JP





Jason Paris


 
 
 
 


13755 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2376100 16-Dec-2019 09:11
5 people support this post
Send private message quote this post

I'm going to stick my head up and say that I have never found VF any worse than anyone else as a general rule. That is not to say that they are perfect or that I have never had an issue but overall the experience seems fine to me. There have been peculiarities (the most recent being that I switched the account to a business plan and suddenly found I could no longer share my plan data on my tablet...coz nobody in business would want to do that, ever..) so switched it back.

 

One thing they have every other telco beat on is global roaming. If you travel and want to use your phone overseas without changing the number to a local one, VF is the best choice by a country mile.

 

 

 

Edit: forgot to say though that OP's issue seems to verge on usury! Punitive charges like that do no company's reputation any good and my one issue with VF is their petty "convenience fee" for paying a bill with a debit card.








18 posts

Geek


  # 2376107 16-Dec-2019 09:24
2 people support this post
Send private message quote this post

Jason has kindly picked up my issue and is helping sort this out.

 

Thank you for everyone’s input on this - it seems that whoever you go with no company is perfect and there is always a likelihood that you will run into an issue with your telco provider at some point.

 

My initial setup with VF had it’s problems however after getting up and running I’ve had a stable fast service and until now have had no reason to contact them.

 

Once my account issues are resolved I will inquire about the pricing of the package I am on since it does seem that I am paying more than someone who signs up new today would pay. I will also be ensuring that all my contact details held by VF are correct and will be making sure I get regular bills and that I am checking them.


1837 posts

Uber Geek


  # 2376111 16-Dec-2019 09:27
4 people support this post
Send private message quote this post

Geektastic:

 

I'm going to stick my head up and say that I have never found VF any worse than anyone else as a general rule. That is not to say that they are perfect or that I have never had an issue but overall the experience seems fine to me.

 

 

Yeah I have to agree with you. I've been with Vodafone for my mobile phones since the old Bell South days. For my internet I was with iHug, then Clear, and then Vodafone when they bought Clear. There's been the odd little hiccup but that was always fixed quickly and with just one call.

 

My invoices turn up in my inbox as regular as clockwork, but I guess if you didn't know that you should have been receiving invoices then it would be easy to just think that your payments were satisfying your debts.

 

Hopefully this can all be sorted out and common sense can prevail here.


618 posts

Ultimate Geek


  # 2376118 16-Dec-2019 09:37
One person supports this post
Send private message quote this post

I think the Vodafone service is ok, their pricing is as competitive as anyone else’s, global roaming is ok. It’s just their billing and customer care systems are totally under-invested in and complete rubbish - and this problem makes support and correct billing very difficult. It’s their own fault too.





BlinkyBill


289 posts

Ultimate Geek


  # 2376711 17-Dec-2019 07:38
Send private message quote this post

JasonParis:

 

Hi there. Thanks for bringing this to my attend team. Sorry about the experience you are going through - let me get the team onto getting this sorted. Can you please drop me a short email to Jason.paris@vodafone.com with your account details and best contact number?

 

Cheers

 

JP

 

 

 

 

Hey @JasonParis

 

Glad to hear you are once again getting stuck in to help out a customer. As a non-Vodafone customer and process improvement specialist, could you shed some light on what measures you'll be putting in place to prevent this from happening again in the future? If you set up the right tools (including a little machine learning) you could actually detect similar customer issues like these well before they come to a head like this.

 

 

 

 





Tesla Model S P100DL / BMW i3 / Model 3: Feel free to private message me if you need advice buying an Electric Vehicle (EV).
If my advice has been helpful, or you just want free stuff with your purchase, use my referral link to buy your Tesla.


 
 
 
 




18 posts

Geek


  # 2376718 17-Dec-2019 07:53
6 people support this post
Send private message quote this post

I owe a big thank you to JasonParis and his team - THANK YOU!!

 

As soon as he was involved the issue was very quickly resolved with a very helpful Linda on the phone to me throughout the process to ensure I was happy.

 

They quickly recognised the absurdity of the charges and cleared off the balance and re-instated the service without any delay.


1837 posts

Uber Geek


  # 2376725 17-Dec-2019 08:17
5 people support this post
Send private message quote this post

See, it's not what you know but who you know!


689 posts

Ultimate Geek


  # 2376727 17-Dec-2019 08:25
5 people support this post
Send private message quote this post

MurrayM:

 

See, it's not what you know but who you know!

 

 

 

 

or where you hang out lol

 

 

 

Go Geekzone :)

 

 

 

Clint


141 posts

Master Geek

Lifetime subscriber

  # 2376728 17-Dec-2019 08:28
Send private message quote this post

Glad to hear it is sorted, just seems bewildering that you need to ping in the CEO on a technology forum to get the issue resolved..


21752 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2376763 17-Dec-2019 08:59
5 people support this post
Send private message quote this post

evilonenz:

 

Glad to hear it is sorted, just seems bewildering that you need to ping in the CEO on a technology forum to get the issue resolved..

 

 

They could probably have pinged any one of the few VF tagged people here and got this resolved.

 

It says something about Jason he himself got involved at this level and shows he wants things to improve.

 

 


289 posts

Ultimate Geek


  # 2376764 17-Dec-2019 09:00
4 people support this post
Send private message quote this post

evilonenz:

 

Glad to hear it is sorted, just seems bewildering that you need to ping in the CEO on a technology forum to get the issue resolved..

 

 

It isn't unheard of, especially for a company of Vodafone's size.

 

In fact, from a process perspective, these broken functions / manual processes are typically siloed to a team or department. So it is very common for a customer service representative to do what they're told and not to escalate anything up the chain - because as far as they're concerned they're following the standard operating procedures that were prescribed.

 

Their manager is not focused on public fallout, they just need to manage the call volumes and ensure things are resolved as quickly as possible. The managers are not typically paid to ask "why?". In some company cultures the behaviour is even discouraged.

 

The way @JasonParis responded is completely in line with any headline issue somehow (directly or indirectly) being put in front of a stakeholder (a stakeholder being a manager with some type of authority to create change).

 

My question is whether or not anything is being done to prevent it from ever showing up on Jason's desk again... because while it is a success story for OP, the fact that Vodafone's systems allowed this to happen (with no proactive / preventative stop gaps in place) means I don't think I could recommend them or use them myself. Billing should be the most frictionless experience ever - whether you on time or missed a payment.

 

Nova Gas currently NAIL this and should be used as case study for the utilities industry.





Tesla Model S P100DL / BMW i3 / Model 3: Feel free to private message me if you need advice buying an Electric Vehicle (EV).
If my advice has been helpful, or you just want free stuff with your purchase, use my referral link to buy your Tesla.


13755 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2377379 17-Dec-2019 22:49
One person supports this post
Send private message quote this post

MurrayM:

 

See, it's not what you know but who you know!

 

 


Always has been, always will be!






defiant
1071 posts

Uber Geek

Lifetime subscriber

  # 2377392 17-Dec-2019 23:18
6 people support this post
Send private message quote this post

I think its rather sad a CEO of a large telco needs to get involved so often to be honest...

 

 


1 | 2 | 3
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Switch your broadband provider now - compare prices


Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Ring launches indoor-only security camera
Posted 23-Jan-2020 17:26


New report findings will help schools implement the digital technologies curriculum content
Posted 23-Jan-2020 17:25


N4L to upgrade & support wireless internet inside schools
Posted 23-Jan-2020 17:22


Netflix releases 21 Studio Ghibli works
Posted 22-Jan-2020 11:42


Vodafone integrates eSIM into device and wearable roadmap
Posted 17-Jan-2020 09:45


Do you need this camera app? Group investigates privacy implications
Posted 16-Jan-2020 03:30


JBL launches headphones range designed for gaming
Posted 13-Jan-2020 09:59


Withings introduces ScanWatch wearable combining ECG and sleep apnea detection
Posted 9-Jan-2020 18:34


NZ Police releases public app
Posted 8-Jan-2020 11:43


Suunto 7 combine sports and smart features on new smartwatch generation
Posted 7-Jan-2020 16:06


Intel brings innovation with technology spanning the cloud, network, edge and PC
Posted 7-Jan-2020 15:54


AMD announces high performance desktop and ultrathin laptop processors
Posted 7-Jan-2020 15:42


AMD unveils four new desktop and mobile GPUs including AMD Radeon RX 5600
Posted 7-Jan-2020 15:32


Consolidation in video streaming market with Spark selling Lightbox to Sky
Posted 19-Dec-2019 09:09


Intel introduces cryogenic control chip to enable quantum computers
Posted 10-Dec-2019 21:32



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.