Vodafone PrePaid Support Query ?

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kiwiscoota

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Topic # 57186 4-Feb-2010 23:20

I was aware that Vodafone NZ charge prepaid customers $1.00 for a call to their support desk, but it appears they also charge for receiving an email, I say receiving as I have not received a response from them !!

I emailed them with a query relating to obtaining a Tax Invoice (they are required by law to issue a Tax Invoice to any customer requesting one) as the Online Top System does not seem to offer an option to request one.

I've searched the Vodafone web site and cannot find any mention of them charging for receiving an email, can anyone confirm this is correct ?

richms

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Reply # 296255 4-Feb-2010 23:55

Never heard of that happening. How do you know that is what they charged you for? Since the only way to find out is to call them and ask and hope they tell you.

Richard rich.ms

johnr

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Reply # 296277 5-Feb-2010 03:54

Few more details please?

when did you email?
And how much was the topup for?

John

cws82us

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Reply # 296463 5-Feb-2010 16:56

kiwiscoota: I was aware that Vodafone NZ charge prepaid customers $1.00 for a call to their support desk, but it appears they also charge for receiving an email, I say receiving as I have not received a response from them !!

I emailed them with a query relating to obtaining a Tax Invoice (they are required by law to issue a Tax Invoice to any customer requesting one) as the Online Top System does not seem to offer an option to request one.

I've searched the Vodafone web site and cannot find any mention of them charging for receiving an email, can anyone confirm this is correct ?

I got told my the phone rep. that its free if you call the 0800 number and it just cost you on the 777 number thats all

The Biggest and the Best.

johnr

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Reply # 296467 5-Feb-2010 17:02

Well the rep is incorrect

VFNZPaulBrislen

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Reply # 296477 5-Feb-2010 18:07

We don't charge you to receive an email.

We do charge you a dollar to ring the call centre and speak to a person if you're on Prepay.

We are not "required by law" to provide tax receipts for spend under $50. No company is. We can provide them on request but I imagine this incurs a charge.

Regards

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

kiwiscoota

237 posts

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Reply # 296500 5-Feb-2010 19:28

PaulBrislen: We don't charge you to receive an email.

We do charge you a dollar to ring the call centre and speak to a person if you're on Prepay.

We are not "required by law" to provide tax receipts for spend under $50. No company is. We can provide them on request but I imagine this incurs a charge.

Regards

Paul

Thanks for the response, you'll note I was questioning whether charging $1.00 for an email was correct or not. The reason I asked the question is that a $1.00 charge appeared on bank account, shortly after I sent the email to support, unfortunately at this time, both the re-charge and the $1.00 "mystery" charge do not have any details against them showing in my online banking, so I cannot be 100% certain exactly who the $1.00 charge is from.

As to providing Tax Invoices, the Goods and Services Tax Act 1985 is quite clear in Section 24(5) that there is no requirement for a supplier to provide a Tax Invoice where the amount does not exceed $50.00.

I quote:

24 (5) Notwithstanding any other provision of this Act, a supplier shall not be required to provide a tax invoice if the consideration in money for a supply does not exceed $50 (or such greater amount as the Governor-General may, from time to time, by Order in Council declare).

Perhaps my query was not clear, I was simply asking in general terms about the method of obtaining a Tax Invoice as the web re-charge system did not seem to offer any option which surprised me given the ease of programming involved to produce a basic Tax Invoice (for amounts not exceeding $1000.00). The online recharge system did have a pop-up window acknowledging payment, but that pop-up did not show how much (or even a date as I recall) so I did not bother to print it.

VFNZPaulBrislen

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Reply # 296502 5-Feb-2010 19:59

Yeah. We don't charge for emails to the call centre. I also corrected someone else's post who said we don't charge for 0800 calls or calls from landlines. We do. If you're calling about Prepay and you ring and speak to a human, we'll charge you a dollar. The only time that doesn't happen is if you're a: calling about a nuisance call (eg TXT bullying) and b: if you're calling to lodge a formal complaint.

You made no mention of the tax receipt amount. I'm merely pointing out that if the amount is under $50 there is no legal requirement to issue a receipt unless asked for. The Prepay system does not include any ability to issue a tax receipt, however we do have a process and it's detailed on the Vodafone forum.

Regards

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

kiwiscoota

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Reply # 296505 5-Feb-2010 20:15

I've amended the name of this thread as I decided it was a little unfair to use the phrase "rip off" when I was asking a question as whether Vodafone charge for receiving support queries via email.

VFNZPaulBrislen

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Reply # 296507 5-Feb-2010 20:19

Thank you for that.

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz