Vodafone billing issues

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engimacode

3 posts

Wannabe Geek
+1 received by user: 1

#289780 28-Sep-2021 22:55

Hi,

I am looking for some help here.

I have been a VF (ex-TCL) customer for past 13 years. I migrated from my old HFC plan to new HFC max plan about 2 months ago and in the process, I was assigned a new account number. The migration process had its own issues and needed a number of conversations with VF and Downers to get things right. During the migration, I was promised that I wouldn't be charged any break fees as I am moving within VF plans. However, VF has still charged me the $199 break fees for the old plan. This is not the first instance where I have been wrongly charged and every time it needed at least 4-5 calls (usually 20-30 mins each call)to get things corrected. However, this time I am now completely over this.

So, the questions are

1. Has anyone had similar billing problems?

2. How did you solve them?

3. How much time did it take?

Apologies for the rant and any help is appreciated.

Cheers,

Linux

12173 posts

Uber Geek
+1 received by user: 8469

Trusted

Lifetime subscriber

#2786044 29-Sep-2021 03:48

Have you called VodafoneNZ yet?

You maybe completely over it but if this is s new billing issue you need to call them still

engimacode

3 posts

Wannabe Geek
+1 received by user: 1

#2786050 29-Sep-2021 06:50

Yes. About 3 weeks ago, i had spoken to them about both accounts as new account also had some billing problem. They had emailed that the problem is resolved and i wouldn't be charged any break fee for the old account. A week ago, I got the break fee invoice :(

Linux

12173 posts

Uber Geek
+1 received by user: 8469

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#2786055 29-Sep-2021 07:37

@jasonparis

quickymart

14940 posts

Uber Geek
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ID Verified

#2786060 29-Sep-2021 08:03

engimacode:

So, the questions are

1. Has anyone had similar billing problems?

2. How did you solve them?

3. How much time did it take?

Speaking generally from the posts I've seen on here:

1. Yes, far too many people have had them

2. By e-mailing the CEO

3. Until he gets involved, far too long

Sad state of affairs, really. To his credit, once Jason gets onto it, things get sorted - but the people on the phone should be able to sort it, first time. Last I heard was they were moving their call centre back here to try and iron out issues that are almost exactly like this, but that was about a year ago.

JasonParis

147 posts

Master Geek
+1 received by user: 388

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One NZ

#2786229 29-Sep-2021 12:53

Hi team. Thanks for looping me in here, and I’m as disappointed as anyone that the CEO needs to get involved to fix simple issues. You are right - we have the majority of our call Center teams back in NZ (all business and progressively moving consumer - Covid has impacted timing unfortunately). However regardless of where our call center teams are based, this issue should have been address first time. It’s not good enough and I apologise.

Would you mind please emailing me the details to Jason.Paris@vodafone.com and I’ll get it sorted.

Thanks for your patience.

JP

Jason Paris

engimacode

3 posts

Wannabe Geek
+1 received by user: 1

#2786641 29-Sep-2021 20:59

Thank you team :)