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Wipeout

330 posts

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#28310 26-Nov-2008 09:56
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I have a massive problem with Vodafone. I am not sure if this has been posted already. I had a look through past threads and could not find anything similar. 


It's been going one since June 2007.

 

I've had a credit limit applied to my Vodafone account of $60. On return from overseas, I received demands for $550. I've approached Vodafone about this issue and explained that one: I could not have used up $550 worth of calling and SMS messaging; two: I have a $60 credit limit on my account. Their answer was that the credit limit function was no longer available and I am required to pay this amount.

 

My first reaction was that I would like a break down of charges. They could not provide me with those. I have then requested to speak with the manager. Manager was not available at the time.

 

I have attempted to get a resolution by calling Vodafone NZ call center over the following 3 months without any luck. All this time I was not able to use my cellphone, as they have placed a full bar (can not call, can not receive calls, can not send SMS messages, can not receive SMS messages).

 

In the end, I've given up and transfered by 021 number onto Telecom NZ network around September/October 2007.

 

After I have transfered my number to Telecom I have logged a complaint with Commerce Commission. The reply was that they (CC) experiencing similar types of issues with Vodafone customers all over NZ.

 

In March 2008 I have received a letter from debt collection agency requesting around $600. I have replied to the letter advising them I would like to dispute this amount. Also, Vodafone have not notified me about taking me to a debt collecting agency. I said to the agency that I would be more than happy to hear from someone at Vodafone, as I have not been able to get hold of anyone who can resolve this issue for me for months. The agency understood my situation and agreed to keep things as they are until dispute is resolved.

 

There has been no changes in the situation. However, recently I have attempted to take out a personal loan with my bank, but found that my application was declined, as my credit rating was affected by an unpaid debt to Vodafone. Once again, I have not heard from either Vodafone or debt collecting agency that this has taken place.

 

I have again emailed debt collecting agency explaining that this amount is in dispute and should have never gone to debt collecting agency in the first place if someone from Vodafone has made ANY attempt to contact me. I've sent this email yesterday so hopefully should receive a reply from them soon.

 

In the mean time I can not take a loan that I wanted to use towards my travel in February. The longer I take to pay for the tickets, the more I have to pay. My travel plans were for myself and my little boy and I had to fight in family court to get this time granted to me, as myself and my son's mother are currently battling for custody.

 

I don't know where to next.

 

Vodafone are horrible company and only care about profit. Their stuff obviously never heard of such thing as customer service. What they portray as customer service is not a nice way of dealing with people. I was not trying to avoid to pay my bills. However I do believe that I got charted for something that I have not used. And the fact that Vodafone have not communicated about their credit limit facility was not functioning, shows what poor business practices they follow.


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freitasm
BDFL - Memuneh
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  #180372 26-Nov-2008 10:10
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If you are contacted by Paul here in the forums take the conversation offline with him. For the record and for anyone who may need this:

1 Always get a case number. If you don't have a case number you don't have a case.
2 Contact Vodafone again now and ask to solve this. If they say someone will call you ask for a  case number.
3 If nothing is resolved contact Vodafone again and ask to lodget a formal complaint - and ask for the case number.

Because your problem happened in June 2007 you can't use the TDR because their page says "A complaint must also be about an event that happened on or after 30 November 2007, when TDR started operating."

So it means you are not covered with the TDR at this moment. No to be pessimist, but since this was over a year ago I have my questions if Vodafone will be able to bring up the breakdown charges to prove the usage.

Things to have in mind: the credit limit as it was didn't stop calls, SMS and data usage. If you used mobile data while roaming you were paying anything between $10 and $30 per megabyte. And voice calls while roaming are very expensive.

At the end I think Vodafone may have charged correctly - just that it's all very expensive. But since this was some time ago I think your chances are reduced now.//




 

 

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johnr
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  #180377 26-Nov-2008 10:15
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Clearly stated on the Vodafone NZ site roaming charges are delayed as the carriers you are roaming on have to send the CDRs to Vodafone NZ.

John

 
 
 
 


Wipeout

330 posts

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  #180378 26-Nov-2008 10:16
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Thank you for that freitasm

I understand that the charges for data and voice calling are very high while roaming. However, I have made handfull of calls while away (around 10 days) and text on the regular basis. I have not used mobile data at all.

I will attempt to speak with Vodafone again today and see if I can get anywhere.

Again, thank you.

R

Wipeout

330 posts

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  #180382 26-Nov-2008 10:20
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John, my complaint is clearly not so much about the charges. Although I believe I have not used $550 worth of calling and texting.

It's more to do with the fact that Vodafone had failed to notify me of one: credit limit function was not available any longer; two: breakdown of charges; three: to notify me that they're taking me to debt collecting agency.

It's simple really. I wanted to sort it out without blowing it out the proportion. However after 3 months of not getting through to speak with anyone, except CSR (who were less than helpful), I've lost my patience.


johnr
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  #180383 26-Nov-2008 10:24
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When the credit limit funtion was disabled a SMS was sent to all customers advising the service is not working correct and ALL on account customers got it printed on there invoices one month (can't quote dates sorry)

Just my 2 cents

Wipeout

330 posts

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  #180387 26-Nov-2008 10:30
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Again John, I have never received any SMS messages in regards to this.

I have received a letter form Vodafone advising me of this, but this was AFTER I've received a demands to pay a huge amount (wich again had no breakdown of charges).

I must also mention the fact that I'm not the only person who missed this SMS message. Not only a bunch of friends missed it, but it was also brought up on the Fair Go. Vodafone had failed to notified their customers of this.

And, if Vodafone did care about their customers, they would have at least attempted to answer my enquiries back in June 07.

VFNZPaulBrislen
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  #180395 26-Nov-2008 10:57

Hi there...


sounds ghastly. Send me a PM with your details and I'll follow up.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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