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  Reply # 206451 11-Apr-2009 13:53
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freitasm: I am with Johnr on this one (even though I think Vodafone services are not a benchmark in quality)...

When you port your number out of a telco you're authorising them to close your account. That's it: CLOSE YOUR ACCOUNT.

You should have used the balance in the account before doing the porting. I wouldn't blame Vodafone on this one.


I find this hard to beleive, even Telecom refunded us money that was still on our account when we switched to Orcon. They even credited us a part month because we switched mid month.

Yet another reason I havent signed over to Vodafone even though I can get more data for my money. Just reading here and the Vodafone support forums makes me shudder... Vodafone just isnt the company they once were.




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  Reply # 207295 16-Apr-2009 13:12
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Many thanks to johnr on this one.  He took it over and resolved the problem.

Well done.

 
 
 
 


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Reply # 207300 16-Apr-2009 13:31
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bobmeister: Many thanks to johnr on this one.  He took it over and resolved the problem.

Well done.


So the big question is... Why wasn't it solved by normal contacts (call center, etc)? Why is so hard to get "service"? Relying on the few very good people is a hard way of making business.







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  Reply # 207314 16-Apr-2009 14:21
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bobmeister: Many thanks to johnr on this one.  He took it over and resolved the problem.

Well done.


I can't take credit for all the fix just %50

John



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  Reply # 207360 16-Apr-2009 19:09
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It did take someine who cared enough to make it happen and I would probably still be waiting if it was not for Geekzone.

The people at the contact centre are very friendly and helpful, if they can solve the problem at the time of your call.

It seems to me that once something needs to be escalated thats where the problems start.  Also every one of the contact centre people said they would call me back with an update.  I would say about 20% of the time that happened.

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  Reply # 207369 16-Apr-2009 19:50
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freitasm: ...That's it: CLOSE YOUR ACCOUNT. You should have used the balance in the account before doing the porting. ...


Strangely, even banks manage to refund (most of) your deposits if you "close your account"! If Vodafone have some committed costs or a fixed closure fee, retaining fees might be defensible, but this seems to be "windfall" profit.

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  Reply # 207414 16-Apr-2009 23:47
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lapimate: Strangely, even banks manage to refund (most of) your deposits if you "close your account"! If Vodafone have some committed costs or a fixed closure fee, retaining fees might be defensible, but this seems to be "windfall" profit.


Yes but they do that as a part of closing the account.

Porting a number closes the account at the time of port.

I ported from on account VF to B+W and instantly my VF weblogin etc stopped working etc etc. They had to manually email me my final statement (I was on paperless billing). It would be nice if the VF system kept the account open until all things were finalised (balances, bills, etc) or a time period ie a month elapsed, but this doesn't appear to be the case.

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  Reply # 207572 17-Apr-2009 13:51
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bobmeister:

Is Vodafone dysfunctional?





YES!!

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  Reply # 207710 18-Apr-2009 00:19
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i think there customer service is really bad

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  Reply # 207835 18-Apr-2009 20:45
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scottjpalmer: Yes but they do that as a part of closing the account.

Porting a number closes the account at the time of port.

I ported from on account VF to B+W and instantly my VF weblogin etc stopped working etc etc. They had to manually email me my final statement (I was on paperless billing). It would be nice if the VF system kept the account open until all things were finalised (balances, bills, etc) or a time period ie a month elapsed, but this doesn't appear to be the case.


My Father had troubles porting a number from Vodafone to Telecom. He had thought that as apart of the process his Vodafone account would be disconnected. Just to make sure he wrote Vodafone a letter to say that he was porting and to confirm his Vodafone acct would be closing. For the next 3 months he was charged a monthly fee, he had wrote them various letters as well as rung the helpdesk over the 3 months. With one of his last phone calls he was basically told he hadn't let them know to close the account and that he had to pay otherwise he would get in trouble with debt collectors. My Dad having a really good credit record was afraid that it could potentially ruin his record so he paid the 3 months worth of charges to get rid of any issues. After this his account was closed and he was issued an invoice with a Credit which he rung up and asked to get refunded and they told him he couldn't unless he bought something at Vodafone or had a service etc. My Dad gave up in the end.

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