Vodafone have stolen £400 from me!

CaitlinsNanna

DebsnMark wrote: »

It's for all of you who are having problems with Vodafone misselling and not getting responses to your complaints.

I used this route on Monday this week and by Tuesday night had a response from the directors office. By Thursday the dispute was resolved in my favour.:j

Thank you
I'm not going to need to as I had a result with threatening them with Otelo.
I've had the full amount for the extra 25 days / billing cycle change credited to my bill. I am no longer financially disadvantaged so am happy with that.
I'll never take another contract with Vodafone due to the trouble I've had over this. Thier customer service is appalling!
Hope everyone else gets thier issues resolved.

DebsnMark

Glad you got it sorted out. It does make you stop and think about taking out contract!

Vodafone

Hi CaitlinsNanna

Thank you for updating the thread that you’ve received our reply.

I understand that that receiving a larger than normal bill for all 3 of your lines may have come as a shock.

If you’d like more information on anniversary billing, and the impact that it has on upgrading products and services, please take a look at our online video here.

If you have any further questions or queries, please do not hesitate to contact us.

Many Thanks

Simon
Web Relations Team
Vodafone UK

Guys_Dad

Vodafone_company_representative wrote: »

Hi CaitlinsNanna

Thank you for updating the thread that you’ve received our reply.

I understand that that receiving a larger than normal bill for all 3 of your lines may have come as a shock.

If you’d like more information on anniversary billing, and the impact that it has on upgrading products and services, please take a look at our online video here.

If you have any further questions or queries, please do not hesitate to contact us.

Many Thanks

Simon
Web Relations Team
Vodafone UK

Hi Simon,

Your salary payment cycle has now been changed. Instead of being paid on your usual date, we have moved the payment date forward 3 or 4 weeks.

This means that, in April, you will not receive any salary payment, although we assure you that this will have no overall changes to the amount you are due. You will receive your usual April payment in May, May's payment in June etc. This is simply for administration purposes.

I understand that that not receiving your April BACS credit may have come as a shock.

If you’d like more information on the new salary payment scheme and the impact that it has on upgrading products and services, please take a look at our online video.....................................


Vodafone UK

Now how would that feel to you?

CaitlinsNanna

Guys_Dad wrote: »

Hi Simon,

Your salary payment cycle has now been changed. Instead of being paid on your usual date, we have moved the payment date forward 3 or 4 weeks.

This means that, in April, you will not receive any salary payment, although we assure you that this will have no overall changes to the amount you are due. You will receive your usual April payment in May, May's payment in June etc. This is simply for administration purposes.

I understand that that not receiving your April BACS credit may have come as a shock.

If you’d like more information on the new salary payment scheme and the impact that it has on upgrading products and services, please take a look at our online video.....................................


Vodafone UK

Now how would that feel to you?

Thank you Guys Dad
The scenareo is the same, I could not have put it into better words.
This is a star post!
I bet the vodafone rep will refrain from commenting on how he would feel to have it happen to him.

Vodafone

Hi Guys Dad & CaitlinsNanna,

I can appreciate how both of you feel over this.

Having re-read the thread I'm presuming that your new number was charged from the date it was activated up to 24th March with the two pre-existing numbers being charged between 1st February up to 24th March.

If I've got things right then your next bill will include line rental for all three numbers between 25th March and 24th April together with any out of bundle usage charges from the previous thirty days.

I recognise the dissatisfaction over how this has come about and of course we can take steps to address this internally as the changes to your account billing should have been explained to you at the time of agreeing your new package.

Anyway, the important thing here is that a satisfactory conclusion has been reached which has resulted in the line rental between 1st & 24th March for two of your numbers being waived.

Kind regards,

Lee

Web Relations Team

Vodafone UK

julesvodafonecomplaint

Help! I'm having serious problems with my Vodafone account and it is interesting seeing the volume and type of Vodafone complaints on this forum.

My problem is this, I am travelling in India and have been using my Blackberry handset with Vodafone account to text my partner's Australian mobile (along with a small amount of UK texting). I did try buying an Indian SIM but it wouldn't work in my handset.

To my complete horror I have just received a March bill of 369pounds for texting. I have managed to get a 42 page print out of my itemised bill to find out that what is logged on my phone as "one text" are actually charged upto 6 times by Vodafone in multiple charges.

I have been a long term customer of Vodafone and I am extremely disappointed with how they have managed this complaint. My comments are:


From my Blackberry handset I can verify the texts that I have sent and have the text log .

1. There is an issue as what appears to be "one text" is actually sent as up to 6 texts and to which I was completely unaware (this is the first time I have used this handset abroad and I also now realise billing discrepancies on my bills since I upgraded to this phone)
2. The handset doesn't indicate this so I have been sending in good faith what I believed to be individual texts at 20p (UK cost) plus 30p roaming cost ie 50p per text (inflated rate at the best of times!)
3. I am utterly shocked to now find out that the cost per Blackberry text can be up to 3pounds plus VAT on the UK charge (yes can you believe it!! Daylight robbery!)
4. Their system doesn't flag this up in any way and the sent list on my mobile just shows one text sent rather than multiples.
5. I would compare this to getting a taxi that shows 50p on the meter per mile, using the taxi for a whole month and then at the end of the month being told as you have travelled further than you were aware you were now going to be charged 3pounds per mile!!
6. I am a long standing customer and have used your international texts in good faith so I would like to agree a negotiated settlement on this bill (and also April's bill)
7. Vodafone collection department last night told me I should make a complaint to Blackberry as it is a "handset problem" but after giving this much consideration last night I do not feel that is the appropriate action as my tariff and contract is with Vodafone
8. Vodafone pricing structure is unclear and their quoted prices online do not state texts = 160 characterrs. This is online and also the information that was text to my phone before I departed the UK.

See below from Vodafone website:

It's a simple way to call and text from abroad. If you've not opted in to Vodafone Passport - or you're not in one of the countries it covers - you'll pay Vodafone World prices when you make or receive calls and texts outside the UK.
Make a callReceiving a callSend a textSend a picture messageData£1.65 a min1£1.30 a min235p337p4£3 per MB for the first 5MB. £15 for every 5MB after that..

• 1 Calls are charge in 1 minute increments.
• 2 Calls are charged in 1 second increments.
• 3 Plus your standard plan charge for sending a UK text message.
• 4 Plus data charge which is dependent upon the size of the picture.

Their pricing should be fair and clear which it is not. I'm happy to pay for the usage that I have monitored on my phone but not for the multiple texts.

For information their text charges are grossly inflated. With VOIP I can text internationally for 2p per text (rather than 50p - 3pound charged although I can't use this option whilst roaming due to your excessive roaming charges), my partner has an Australian Vodafone account which is 50dollars per month all international texts included.

This situation is causing me a great deal of stress, I haven't slept in days with worry!!

Vodafone doesn't seem to give a hoot and also doesn't seem to be interested in retaining customers. Does anyone have any advice or suggestions? It seems that Vodafone act as Judge and Jury!!

Just to mention that I am still in India so trying to deal with this mess from abroad which isn't easy. The other ironic thing is that 3 months worth of bills equate to my annual usage (when I always carefully monitor my calls and usage), the bills exceed an average Indians annual salary plus I could book a flight to Australia to see my partner for the cost of the bill!!

Thank you
Jules

Wintermute

julesvodafonecomplaint wrote: »

[*]

Vodafone pricing structure is unclear and their quoted prices online do not state texts = 160 characterrs. This is online and also the information that was text to my phone before I departed the UK.

This jumped out at me, I thought this was common knowledge. A single text message has always been 160 characters with older phones you had to limit your texts to 160 characters then newer phones would join multiple texts together, now it's just something everybody takes for granted. The same applies within the UK, it seems to be one of those things people take for granted, but go "oh yeah" when you remind them of it, but I don't think vodafone is to blame for that.

grumbler

SMS = Short Message Service

Surely one has to expect some limits to be in place.

AFAIK, anything with more than 160 characters is priced like MMS.Also, was it normal messaging, not using BB messenger?

Wintermute

grumbler wrote: »

SMS = Short Message Service

Surely one has to expect some limits to be in place.

AFAIK, anything with more than 160 characters is priced like MMS.Also, was it normal messaging, not using BB messenger?

Anything over 160 characters generally gets split into multiple text messages as it's generally cheaper than MMS (well it is in the UK).

The post says something about BBM costing £3 per message, but that seems to be the poster misunderstanding the £3 per Megabyte for data roaming (which in India seems like a reasonable rate in comparison to the competition).

Jules - Sorry, but after rereading your post you don't really seem to have just cause for complaint, I'm certainly not a fan of vodafone, but the issue here seems to be you misunderstanding how your phone and the billing works.