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58 posts

Master Geek


Topic # 57859 26-Feb-2010 21:37
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<rant>

I signed up for a contract in December and asked them to make it start early January, they said it was fine and made note of it on the original contract. Then my bill arrived late January, charging me from late December - despite me asking not to start until January. This was no *big* deal, but it was a tad frustrating.

Adding to this there was a special deal with '100mb' of data free for three months; however this wasn't reflected in my bill, I had to pay 'casual rates'. On top of this I initally signed up for free2call casual (no fixed monthly fee - only paying per minute). However I was charged for the free2call 75, at a fixed cost of $20 / month.

I called into the original store and asked them to explain, after around 15 minutes they said there was a billing problem and it could take a few weeks for the addons deal to be credited to my account (why not just give it away for free at the start instead of using a credit system?). The free2call 75 was also a free promotion for three months and then will drop down to the casual plan. This sounded OK, so I paid my full bill and waited for next month.

The new bill arrived today and had exactly the same problems, they were charging me for addons (free2call 75) and data which should have been 'free' (or so they initially said). My $16.95 base plan was now a $60+ a month plan. I called into the store (in person) again and they photocopied my bills and claimed it needed to be escalated to another department.

So essentially I am paying for addons which I *never* signed up for. I am paying around 400% more than what I initially anticipated!

I've called into the store twice and I don't fancy my luck with the callcenter.
</rant>

Do I pay my bill or should I wait for them to sort out my account? And is this normal practice, it doesn't seem logical at all to me :P

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  Reply # 302589 26-Feb-2010 21:42
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I would not call this a billing fault as in a fault more like someone has set it up incorrect and the charging is correct for the products sold but PM some details on Monday and I will take a look.

John


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Reply # 303556 2-Mar-2010 08:29
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Good morning just a reminder I have not had a PM about this issue more than happy to help

Thanks John

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  Reply # 303807 2-Mar-2010 21:39
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Bump still no PM

I tried

Thanks John



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Master Geek


  Reply # 304104 3-Mar-2010 19:36
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Just PMed you. Thanks for the persistence :P

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  Reply # 304326 4-Mar-2010 11:19
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Just a update so other users of GZ can see I have looked into the billing query

Your first invoice for the mobile connection is correct it just has part month charges and one month in advance so the first invoice looks bigger.

Free2call plan now on the casual plan and you will see a credit on your next invoice for the free2call plan 75 that was activated incorrect

Thanks John


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Master Geek


  Reply # 304385 4-Mar-2010 13:11
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I've been with VF for about 7 years. Last week my BlackBerry 8100 gave up the ghost (trackball...again) so I went down to VF Colombo Street (ChCh) and as my contract was due to expire in April I renewed and took advantage of the free Nokia E63 deal.

I got my bill yesterday and noticed I'd been charged $50 'Contract Payout/Early Termination Fee' so I called 777 and spoke with Ange who said that she would email the Colombo Street store and get them to call me. This morning Rachel called me to advise it had been charged in error and will be credited back on my next bill.

A perfect example of great customer service (as it should be)!

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Reply # 304394 4-Mar-2010 13:44
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MurrayC: I've been with VF for about 7 years. Last week my BlackBerry 8100 gave up the ghost (trackball...again) so I went down to VF Colombo Street (ChCh) and as my contract was due to expire in April I renewed and took advantage of the free Nokia E63 deal.

I got my bill yesterday and noticed I'd been charged $50 'Contract Payout/Early Termination Fee' so I called 777 and spoke with Ange who said that she would email the Colombo Street store and get them to call me. This morning Rachel called me to advise it had been charged in error and will be credited back on my next bill.

A perfect example of great customer service (as it should be)!


Thanks for the feed back Murray

John



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Master Geek


  Reply # 304733 5-Mar-2010 12:41
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Just an quick update, this all seems to be sorted now. Thanks John!

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