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38 posts

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Topic # 99739 26-Mar-2012 15:15
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Its not often that I call Customer Service, its usually about asking for my password to be reset but this time is was different.

I have been house sitting and have been using my data allowance extensively (still on the 3gb special) that I don't usually get close to. I knew that I was getting close to or just over the data allowance. Over the weekend I checked on my phone to find that it said I was over (3072MB used) but total bill was $155.88. As I did not have access to wireless or my normal internet access I had to wait till today. Got access to my account to find that I had actually gone over by 759MB! Shock horror! So time to call Customer Service.
Got through to Customer Service quite quickly and told him of my situation. Asked why there was a discrepancy between the iphone app and the website. He told be that the 3072MB was the highest that it/the app goes upto! Not only I was surprised about this but so was he. So he asked for a print screen to be sent to him and will follow it up with his supervisor and call me back. He called me back after a short period to inform me that this situation will be passed on the applications tech people. With regards to the extra data charges were to stay as I would of been aware that any additional data used. As a new mature adult student paying, these extra charges was going to be difficult to pay. Upon mentioning this, he offered to reduce that total amount to about 50% of the amount. I was surprised at this and it was greatly appreciated as I was going to find it hard to pay it off in one lot.

So what could of gotten very nasty ended up quite satisfying. I wasn't expecting to have the amount wiped but the way they handled it was appreciated. Having worked in the Hotel Industry for over 20 years, handling complaints or customer problems is not easy. Hopefully being a long time vodafone customer whom never gets close to using all of their plain had something to do with being flexible.

Good Customer Service Vodafone (not often you see it)

My question now is - Has anyone experienced this data usage balance glitch where there is a limit in the amount that is shown and not the actual amount that is over this limit on the iphone app?

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  Reply # 600319 26-Mar-2012 15:28
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My account and the App pull the data from the same source, So the usage meter does not show over usage and the unbilled balance will climb when the data capped is exceeded,

(I hope I have this correct)

Getting a few things checked now

John



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  Reply # 600334 26-Mar-2012 15:50
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Hi John,

On the app you have 'Total Allowance', 'Used' and 'Remaining'. I hope the screen shot of appears as this is my first attempt at this.



The question or concern was that the 'Used' total should not stop at your Total Allowance. You could then calculate your usage costs if you exceed you allowance. Also it should show exactly your usage so there is no shock when you either go to the website or when you receive your statement.

Customer Service were also passing this on as well.

 
 
 
 


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  Reply # 600353 26-Mar-2012 16:22
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The App is working 100% correct and you can see the unbilled usage as well $157.72

Did you get SMS when you reached 80% and 100% of your data usage?

John



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  Reply # 600445 26-Mar-2012 19:51
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Hi John,

I don't believe I did rceive those texts. If I did I don't think I would of gone over by so much or even gone over.

In the end I think it was combination of my laziness plus a couple of assumptions on my behalf that I got myself in this situation and nothing on Vodafone's end.


Thanks John and thanks also to Sonny (if you are able to pass this on) whom I dealt with at Customer Services.   Customer Services don't often get thanked.

    


      

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  Reply # 600468 26-Mar-2012 20:41
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So you can't access total data usage at all with Vodafone? Seems very inconvenient at the least

I use the Consume app to keep tabs on my XT balances, but as far as I know that just pulls info from your online account so don't think this would help in your situation

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  Reply # 600494 26-Mar-2012 21:48
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wpcnz: So you can't access total data usage at all with Vodafone? Seems very inconvenient at the least

I use the Consume app to keep tabs on my XT balances, but as far as I know that just pulls info from your online account so don't think this would help in your situation


You can if you login to the vodafone.co.nz site and check your usage, The app is a little bit more restricted

What concerns me is the notification SMS at 80% and 100% of usage, Chuckles68 can you please PM me your mobile number and what month you exceeded your data cap so I can do some basic checks,

John

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  Reply # 600545 27-Mar-2012 08:31
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G'day John

May or may not be related:

I'm on a grandfathered 4 + 4 GB data plan. I got a usage text last week confirming that I'd used my base allocation and was now into double-data. Surprisingly, got another text on the weekend saying that I'd exceeded my double-data and am now being billed on pay-as-you-go. (80% warning received for the base allocation but not for the double-data.)

However, the usage meter on my machine shows I've used 4.9 GB total for the month so far which pretty much ties in with "My Account" on the website which shows:
4096MB Anytime data – Used 4,096 MB, remaining 0 MB
4096MB Data bundle insurance – Used 1,089 MB, remaining 3,007 MB
12 days remaining
 
Cheers, Gobit

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  Reply # 600564 27-Mar-2012 09:15
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Hi Gobit

Can you email some INFO to my work email address and I will check it out, We are putting in some new kit and it will become clearer soon why we may have had a few odd things going on,

John

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  Reply # 600573 27-Mar-2012 09:38
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G'day John

PM sent through forum.vodafone.co.nz

Cheers, Gobit
 

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