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88 posts

Master Geek

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#261824 16-Dec-2019 23:20
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Hi there. 

 

Can I have some feedback / advice please? 

 


My partner was on Vodafone Fibre broadband until June 2019 when we switched to 2Degrees fibre.  The 2degrees fibre connection became active on 20 June 2019. 

 

My partner then called Vodafone to cancel the service. 

 

She was told that there had to be one month notice given.  She said ok, I'll give one month notice right now.

 

Apparently she was then told she wasn't allowed to give notice of cancellation because there was still an outstanding balance on the bill.

 

She paid the $260 outstanding but accidentally paid it to the wrong Vodafone bank account (old bank bill payment setup or something).  After many hours on the phone over 2-e weeks Vodafone confirmed they had found the $260 credit and would move it to the correct account which would clear what was owed. 

 

Meanwhile they had sent bills for 19 June - 18 July and 19 July to 18 Aug and additional late payment fees before the cancellation finally took affect.  

 

We were left with a $206.47 bill for 60 days we were connected and using 2 Degrees Fibre. Grrrrr. 

 

Vodafone have pressured my partner into a payment arrangement to pay the debt off.  She's felt very overwhelmed and quite bullied by the experience and stressed by the many hours on the phone trying to get this mess sorted.  

 

I'm pretty annoyed about it. She has already paid $100 and I'd like to push back on paying the remainder (second month and late fees). I accept the 30 day notice period... but charging us for 2 months (and late fees) for a service that was no longer being provided really irks me.  

 

My questions: 

 

1) Can Vodafone refuse to cancel a service because there is an outstanding balance on an account?   That seems like BS to me.  My partner was trying to cancel, not refusing to pay whatever was left on the account. 

 

2) When a customer changes broadband providers, is Vodafone notified of the new provider connection when it happens?  I'd like to know whether Vodafone has no idea that the connection has changed (apart from the fact that the modem is no longer connected) or if they are immediately notified and therefore cancel any related wholesale service but will continue to charge the end customer anyway until the customer cancels? 

 

Any feedback would be appreciated. 

 

Thanks in advance. 


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5320 posts

Uber Geek


  #2376700 17-Dec-2019 07:22
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Definitely one for @JasonParis. And yes, when you change RSP's, the Losing Service Provider usually receives a notification that the connection is being moved elsewhere.




88 posts

Master Geek

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  #2378940 20-Dec-2019 07:05
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quickymart:

 

Definitely one for @JasonParis. And yes, when you change RSP's, the Losing Service Provider usually receives a notification that the connection is being moved elsewhere.

 

 

 

 

Thank you!  That's what I thought. @JasonParis - if you're happy to provide any additional insights I'd appreciate it. Otherwise I'll go back to Vodafone and push back against paying the remaining $100 + late fees we were charged for a service that was no longer being provided.


 
 
 
 


934 posts

Ultimate Geek


  #2378945 20-Dec-2019 07:23
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Do you have written communications to/from Vodafone? With these blokes, that is the best way of getting correct action - after calling and talking get them to confirm in writing what they want you to do, then act accordingly.

 

without written communications it is an endless cycle of frustration.





BlinkyBill


3300 posts

Uber Geek


  #2378948 20-Dec-2019 07:28
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Definitely sounds like one to push back on. I wouldn't be paying a cent more than the 1 months notice.  I don't see how they can keep charging you after you have notified cancellation, surely any outstanding account is simply a matter for debt collection.  Keeping your account active with the risk of further charges is borderline blackmail to me.  

 

That said I have been through the 'paid to wrong account' fiasco myself.  As best I can figure they had a change of billing system which changed our account number and the account that we were to make electronic payments into.  We followed their instructions but it still went into the wrong account.  Finding it and getting it swapped over to the correct  account took 3 weeks and 4 phone calls, each assuring they were onto it.  We refused to pay more until they sorted it out....thankfully they eventually did. 

 

If it can't be resolved here, I suggest making a formal compliant, then if that doesn't resolve it https://www.tdr.org.nz/making-a-complaint

 

 





Always be yourself, unless you can be Batman, then always be the Batman





88 posts

Master Geek

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  #2378953 20-Dec-2019 07:39
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BlinkyBill:

 

Do you have written communications to/from Vodafone? With these blokes, that is the best way of getting correct action - after calling and talking get them to confirm in writing what they want you to do, then act accordingly.

 

without written communications it is an endless cycle of frustration.

 

 

Very little in writing.  That's what I'd do but my partner made the calls and didn't ask for confirmation in writing.  If Vodafone won't wipe the outstanding amount the next step is to request copies of all recorded phone calls and then move onto an official complaint. 

 

At the end of the day it's only $100 or so but (in my opinion) the service from Vodafone is always so appalling that I'm happy to spend a bit of time and energy pushing back rather than just giving in. 

 

Thanks for the reply!


114 posts

Master Geek

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Vodafone NZ

  #2381418 26-Dec-2019 09:55
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getresults:

 

quickymart:

 

Definitely one for @JasonParis. And yes, when you change RSP's, the Losing Service Provider usually receives a notification that the connection is being moved elsewhere.

 

 

 

 

Thank you!  That's what I thought. @JasonParis - if you're happy to provide any additional insights I'd appreciate it. Otherwise I'll go back to Vodafone and push back against paying the remaining $100 + late fees we were charged for a service that was no longer being provided.

 

 

 

 

I’ve only just seen this now sorry! Can you flick me a quick email with your account details and I can get onto this for you. Jason.paris@vodafone.com. Thanks and Merry Christmas.

 

 

 

JP





Jason Paris


7 posts

Wannabe Geek


  #2381564 26-Dec-2019 23:27
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This has been mishandled on your part, unfortunately.

 

You should also not try to cancel the day you get service, I'm always switching companies and this is my process - On the same day.

 

1) Call your existing ISP and ask to cancel (they will offer a better deal), if you want to continue say you'll get back to them.
2) Call your new ISP and ask to join, work out a date for installation around the end of your billing month.
3) Call your existing ISP and actually cancel, set the date at the end of the billing month, that should be fine for most ISPs. If they want a month from the current date, then reschedule with the new ISP.
4) You'll not lose internet for any longer than necessary and not be overcharged. We've never once been overcharged despite the 6 ISP switches over 20 years.

 

--

 

I also have a partner who works in finance and you should not be handling this bill as something optional.

 

The reason, "bad credit". Rule of thumb, if you have a payment date, try and sort it out before this date. If you're unable to, pay the bill and then argue the issue. Not paying ones bill in protest is not hurting anyone but yourself. A lot of people don't realise that not paying internet & power bills on time will affect their credit score. Months of defaults will further make things worse. It affects borrowing money on cars, renovations and even home loans. 

 

 

 

 


 
 
 
 


5320 posts

Uber Geek


  #2381606 27-Dec-2019 08:23
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That sounds like a lot of mucking around just to change providers.


4544 posts

Uber Geek

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  #2381660 27-Dec-2019 10:55
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Turbine1991:

This has been mishandled on your part, unfortunately.


You should also not try to cancel the day you get service, I'm always switching companies and this is my process - On the same day.


1) Call your existing ISP and ask to cancel (they will offer a better deal), if you want to continue say you'll get back to them.
2) Call your new ISP and ask to join, work out a date for installation around the end of your billing month.
3) Call your existing ISP and actually cancel, set the date at the end of the billing month, that should be fine for most ISPs. If they want a month from the current date, then reschedule with the new ISP.
4) You'll not lose internet for any longer than necessary and not be overcharged. We've never once been overcharged despite the 6 ISP switches over 20 years.


--


I also have a partner who works in finance and you should not be handling this bill as something optional.


The reason, "bad credit". Rule of thumb, if you have a payment date, try and sort it out before this date. If you're unable to, pay the bill and then argue the issue. Not paying ones bill in protest is not hurting anyone but yourself. A lot of people don't realise that not paying internet & power bills on time will affect their credit score. Months of defaults will further make things worse. It affects borrowing money on cars, renovations and even home loans. 


 


 



Sorry, but just no.

If you are just churning between ISPs you should never cancel with the losing provider until you have confirmation the service has churned. This leaves you wide open to the service being cancelled before a churn.


5320 posts

Uber Geek


  #2381663 27-Dec-2019 11:14
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Also...

 

Turbine1991:

 

1) Call your existing ISP and ask to cancel (they will offer a better deal), if you want to continue say you'll get back to them.

 

 

Sometimes they will, but more often than not, they won't - they're not obligated to either.


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