26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
Dear visitor,

Since its inception Vodafail.com has made a significant contribution towards raising awareness of the problems and issues faced by Vodafone customers.

Vodafone Australia customers have had the opportunity to voice their concerns, their fears and their troubles from every corner of Australia and beyond our borders. You have gathered the courage to stand up for your rights as consumers and to make your voice heard.

Each and every person who shared their story should have a sense of pride in this achievement and the changes that have occurred since the start of Vodafail.com.

More recently, traffic to Vodafail.com has declined significantly. Having achieved the goal of raising awareness and promoting concrete action in early 2011, we have now reached the point of closing Vodafail to new complaints. The site will remain online for as long as possible as a reminder and an example of what is possible when we share our experiences.

It has been a privilege to run this initiative and I'm am forever grateful for the help and support I've received. In particular I would like to thank Melissa, David and Travis for their continued efforts over the past 15 months. I'm also thankful and humbled by the support of ACCAN, Choice magazine and a wide range of media outlets, blogs and websites.

You can still browse existing stories and find out how to file a complaint if you are experiencing problems.

Until next time,

Adam Brimo

Share Your Pain

Vodafail.com is no longer accepting complaints.
Over the past 6 months traffic to Vodafail has declined significantly. Therefore we have closed off Vodafail to new complaints. We think you will find more joy in posting on any one of these fine product / brand review sites.

You can also post directly on the Vodafone community forums.

Other People's Pain

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21102 Someone from Somewhere else thinks vodafone is ORGANISED CRIME ALL OVER THE WORLD at 12 Mar 2012 04:20:55 PM

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21011 Someone from NSW thinks vodafone is absolute, complete shit. at 4 Mar 2012 08:05:12 PM
Overcharged by $300 because apparently I went over my data limit, how is that possible when I ALWAYS have my Data Connection turned off? Vodafone are liars, I'd rather pay 10 times more and go with Telstra.

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20799 Someone from VIC thinks vodafone is BIG FAT FAIL!! at 7 Feb 2012 05:32:14 PM
I was with 3 and joined Vodafone now that they have merged. I have been with them for 2 months now and have had nothing but trouble. When I received my phone in the mail it took 1 WEEK to port the number across to my new phone. In the past this has usually taken a few hrs max with other phone companies I have been with. Finally once my phone was up and working the service has been pretty crap. I was told reception would be the same as 3 but a beg to differ. Once I received my bill, it was incorrect. I rang and queried it and they said they would fix the issue but my next bill has come and it is exactly the same, still being overcharged. I rang them again and was told it would be fixed on the next bill. Lets see what happens when the next bill arrives. BIG DISAPPOINTMENT.. and I still have 22 months and counting to go!! :( Cannot wait to get away from this company!!!! Service his shocking!!!

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20779 Someone from VIC thinks vodafone is Overcharge in Data usage at 5 Feb 2012 01:42:33 PM
they overcharged me in data usage when i barely use the internet at all. I mostly use it for facebook, google and reading the news how is it possible to get charged 600mb at 6:50am when i havent even woken up

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20542 Someone from NSW thinks vodafone is complete rubbish at 6 Jan 2012 05:10:08 PM
I work at vodafone and although I can't say this to my customers (obviously) I've seen way too many customers let down and I'm just sick of it (no specifics). The staff that I have worked with have mostly been really helpful and friendly, but there is only so much that we can do. Half the time we need authorisation from the call center staff in India and this is where the problems begin - they are poorly trained, uncaring, and are very lazy.

More than 50% of customers who are told by the call center staff to come into store have been misled - the call center staff could have fixed the problem over the phone they just cant be bothered so staff at the stores need to call THE SAME people and use our "vodafone staff" status to force them to do their job. Even then about 50% of the time we get either completely untrained or uncaring staff who try to transfer us to different departments at the first sign of difficulty. (My record is being transfered between the same 2 departments 4 times)

Also, just some quick advice. If you bought a contract phone outright but do not have a contract with vodafone you are screwed. Don't even try to unlock your phone. I had to deal with that situation a few weeks ago and it got nowhere. Call center staff messed around for 1 hour to finally tell me that there was no solution and the customer had wasted his money

If vodafone has screwed up for whatever reason and you have incurred an extra charge on your latest bill - DONT go to a vodafone store. Vodafone staff have no authority to change bills - they can only view the bills, not adjust them. DON'T bother calling up the call center. They rarely ever help you.

Even when Vodafone staff call on behalf of customers, call center staff are mindless drones who will never admit that Vodafone screwed up - they will just read off the bill as if it's correct and then transfer you to a different department. IF you have been overcharged by a significant amount (i.e. more than twice your usual monthly payment), you're better off going to the ombudsman.
6 Jan 2012 10:33:46 PM: Now that is what I call honest...something we knew all along....in 3 years that has got to be the most honest thing I have heard from VF staff...onya...nice to see someone put the customer first...
9 Jan 2012 04:14:36 PM: haha im a voda staff member too. half of what you said is wrong. the team we call is different from customer care, just in the same place. the vast majority of the people working in the support team, both our support and customer care are as helpful as they can be. And the reason that the store staff dont have the same permissions and high level access as the support staff is for privacy and legal reasons. And when people ask me I always recommend going to the store, most staff members know what they are talking about, and that makes it easier to communicate with the support team. everyone is less frustrated and its normally faster too.
9 Jan 2012 05:37:39 PM: This is the original poster.
customer care or retail support team. Same thing, different name. It's just a name of a department it doesn't change anything. I'm not saying that retail staff should be allowed to do whatever they want, but retail support can't be bothered doing anything that is not routine. They will just transfer you to another department at the first opportunity.

And to be honest, vodafone really doesn't care about their customers. I had one customer who was charged a cancellation fee on his contract because a retail staff member didn't go through the right procedures and accidentally cancelled his contract. Vodafone admitted that it shouldn't have happened, but offered 3% of the cancellation fee back. THREE PERCENT.

Rubbish service like that is why I would absolutely tell Vodafone customers with disputes to go to the ombudsman rather than try and take it up with the call center. They just dont care
9 Jan 2012 07:26:00 PM: me again,
As im sure you are aware there are duds throughout society. You probably know one working in your store. and in lots of other stores. We have all had to deal with problems caused by someone elses stuff up, but most of the people in the support teams, in my experience are as helpful as they can be, and when that fails you ask for a supervisor, in the same way that if someone comes in to store with something that you cant handle you ask for help from a manager or superior.
as i said before, at least trying to sort it out in store, or with voda before going to TIO makes life easier for everyone, and its normally faster too

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20060 Someone from QLD thinks vodafone is Overcharged at 21 Nov 2011 05:04:06 PM
When I changed from 3 to Vodafone I change my plan as from 45AUD cap+International call to 20AUD sim card only+International call. When I received my first bill I was so surprised that they haven't put the International call pack into my account so I have to pay full amount for my international calls. Since I've done the contract on telephone, I just rang the customer line and they told me they could only refund 25% of the international call part. Unless I can find a hard copy of my contract, I won't be able to get a full amount refund. So I went to Vodafone store and requested for a hardcopy. But there is nothing about International call pack mentioned on it.
Then I asked if I could request for the audio record of my contract. They simply refused it. Luckily one Vodafone staff helped me to call the service line. At first they said only 30% of my international call fee can be cancelled. I refused it directly. After a few seconds they asked if I accept 50% refund. Then I was totally upset and insisted to get a full amount refund. After 10 more minutes the staff lady told me that "they" agreed to refund me in full price but I have to wait untill next month when the new bill comes.

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20029 Someone from VIC thinks vodafone is Makes my blood boil - vodafone is criminal at 17 Nov 2011 03:13:42 PM
I have been a Vodafone customer for about 4 years. In that time, I have been consistently faced with the most incrediblly incompetent and infuriating service I have ever experienced in my life. Dealing with dropped calls, no coverage, bungled payments is mind bogglingly infuriating but pales in comparison to going through the process of speaking to a Vodafone consultant in India, which takes an hour each time when you actually get through, and they have no record of previous agreements reached for the account on earlier extended calls. Just today, I had my phone cut off out of NOWHERE after calling vodafone on Monday to get a payment extension until Friday, which was granted. I actually paid my bill onWednesday - but SURPRISE, my phone is blocked by Thursday morning. Vodafone is a joke and a failure! I am a peaceful and relaxed person most of the time. My home was recently unfortunately burgled and we lost most of our valuable items. The next day, the police were trying to call me ALL DAY - they called me 10 TIMES - and although I had full service on my mobile, none of the calls came through. I know this is something to do with vodafone Because other people tell me the same thing REGULARLY. With 100 percent honesty, I can say my anger and frustration at being burgled was only a fraction of the sheer frustration I went through going through a run of the mill conversation with a vodafone employee the next day who (surprise!) had no record of a $100 credit being applied to my account a month earlier after I complained about the issues with coverage and being overcharged. Thanks for wasting another few hours of my life Vodafone, for NOTHING. I honestly don't have anything in my life that makes my blood boil like this. Vodafone is a DISGRACE and an embarrassment to our nation. They have lost yet another longstanding customer that would have stayed if they didn't so consistently royally screw things up for $200 per month. EXTORTION.
18 Nov 2011 04:36:48 PM: The lesson here for everyone is to make sure you get the CSR's full name, his VF id, the incident number of the call (yes they do have them), record the date and time and what was said.

Using these few simple steps does focus their mind set and when I have used this method the CSR's are slightly taken aback but they are then aware you also have a VF record of the call..............unless they cut you off before giving the required information.........yes that has happened to me as well..........

Vodafail.com Moderation Team
3 Jan 2012 04:45:57 PM: Try AMAYSIM $39.90 deal. It is unreal. You need your own phone. Sounds as if you have paid out too much to these incompetent disgraceful people already. Yep, when it all gets too much for them to answer they cut you off. Had that one too.

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19941 Someone from NSW thinks vodafone is THE WORST at 9 Nov 2011 06:35:16 PM
well i got overcharged $393 dollars for I dont know what seriously. they overcharge so much for texts ad all . and idk why but within the last week my excluding amount went from $66 to today, $393 when i didnt even use any extras .. or call anyone whos not on voda or 3 .. im not gonna pay $393 for nothing seriously , their receptions always shit on and off everyday and never clear and fails all the time . they need to do some serious upgrading or something and idk why im with them.. GREAT .. have another year or so on my contract with them ! FML
16 Nov 2011 11:19:13 AM: I'm having the same problem. I've been overcharged $314.04 for i dont know, they say due to excess use of data, but I never use data, all i do is check facebook, twitter and thats free.... When i called them this indian guy told me he will take the money out of my account, no matter what Im saying..... Anyways did u solve the problem????
23 Nov 2011 11:04:08 PM: Excatly like you, i experienced overcharge for 215 dollars for the over use of data. But now, i change the company to Hello Mobile, it cost me only $15 per month for the same useage like before. It is very hard to get the money back .

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19660 Someone from VIC thinks vodafone is not honouring original online contracts at 11 Oct 2011 08:40:52 PM
I bought my HTC Legend on a $45.00 per month plan. The advertisment online assured that you would get free calls, sms, msm anywhere in Australia, mobile or landline. You also got 1Gb data per month for the term of contract (2 years) plus 1Gb per month, on top of the other one, for the duration of one year. That meant the first year you would have 2Gb data and 1Gb for rest of the term of contract. I rang after month one because I was overcharged by 10.00 and the 2Gb were not working, neither was internet and other features of the phone. I was told that I needed to ring for the features to be activated. I kept calling every few weeks to describe my frustration with the their service or lack thereof. I still had not received my 2Gb of data nearly 5 months later and was still charged 54.99 instead of 45.00. What the??? Eventually they asked for a copy of my contract that stated I was to receive 2gb of data. I looked but found no such confirmation from Vodafone. This is their practice...to not honour the advertisement in a contract to you. So when you sign up online, your last page does not include the 2gb of data. So to cut to the chase, one of the times I rang and asked for my 2 gb to be set up, they began to charge me an extra 10.00 for the privilege. I continued to complain until I told the manager, at the other end of the phone line, that enough was enough. I would see what the ombudsman would have to say about the matter. After much argument, 2 hours, later the manager agreed that I should have the 2gb for free for 1 year and then go back to 1 gb for the next 12 months. And that's only because I perserved. My son and husband both bought similar deals and do not have their 2gb of data, though I believe they have accessed the Internet since the 4th month of having the phone. Vodafone is cagey about putting things in writing and they still haven't done so for me. I look forward to the next sparring match with the poor sap on the other end who will try to excuse the company despite believing the customer is right.

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19512 Someone from NSW thinks vodafone is Mobile broadband...leave it to 3 to provide the service! at 23 Sep 2011 10:24:57 AM
I have 3 mobile broadband for just over 2years now.
Its been great, fast service, fast downloads etc i couldnt find a fault at all, but literally in the past 4 week, the service has dropped, there is signal but pages wont load, i find myself pulling the modem out and putting it back in (restarting basically) for it to only work for another hour and the same thing all over again.
From what i hear, voda is in its final stages for taking over 3.
Im on the month to month basis, so once uni is finished, so will my need of the internet.
another thing, my sister has the same modem / service as me, she received a email from 3 / vodafone saying here is an additional 5gb free per month (Her broadband is soooooo slow!! it took over 5minutes to play a 30sec youtube video)
I didnt get that email!
I am a loyal customer, paying bills as soon as i get the email, every month i had excessive charges, i didnt complain as i thought, fair enough i need to download text for uni, but please, taking advantage of a student is not fair especially if i was not at home for 3weeks and i still got overcharged for something i didnt use.
Enjoy your last 2 months of theft vodafone!!
ill cancel both my and my sisters internet service's soon.
25 Sep 2011 11:09:28 AM: me again, lastnight and today there is heavy rain here. the signal is weak, poor, patchy....you name it. the vodafone signal cant be that weak that water disrupts it!! can it be?

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19399 Someone from VIC thinks vodafone is customer service at 9 Sep 2011 01:20:22 PM
11 Sep 2011 05:34:21 AM: Hi, You have the right to terminate the contract because they can't deliver. I kept complaining and mentioned how useless vodafone is and managed to terminate my contract. Not sure but there must be cooling period.

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19296 Someone from WA thinks vodafone is Technical Faults at 29 Aug 2011 12:43:33 PM
Vodafail have on several occasions mentioned to there customers that they have had technical faults relating to there billing sytems eg people not being charged for data that they should have been (I am sure you have all read the email that was circulated by vodafail) and just recently my partner was sent a text by Vodafail informing her due to a technical fault your account was reported as being paid when it wasn't we have rectified the problem please call Vodafail to organise payment. Yet despite all this they will not admit that there could be a problem with people being overcharged for data they did not use. If the problem means we owe them money they will jump straight onto it but when it comes to them owing people money they try to avoid it at all cost

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19253 Someone from VIC thinks vodafone is i would never recomend them at 24 Aug 2011 07:14:14 PM
Billing was totally overcharged. When I called I was made out to be a lier. Was told bluntly "we don't like to upset customers but we will not be reversing the charges". There is no way the excess is credable but they could not even tell what the charges were for.
30 Aug 2011 06:15:44 AM: Nothing unusual. I somehow managed to use about 3Gb of data on Vodacrap Mobile Broadband when we spent 3 days up at Maryborough for the Home & Camping show, had NO SIGNAL for mobile broadband in Tinana where we stayed (at Ned Kelly's), and NO SIGNAL for mobile broadband at the Maryborough showground, so the only mobile broadband usage. Hopped on-line on approach to the gateway bridge to check some maps and browse some websites about upcoming events, 10-15 min of web surfing before dropping out. Went on-line for 5-6 minutes near Nambour on the Bruce Hwy to check some google maps, and on Sunday on the way back, checked e-mail on the Bruce Hwy (yahoo) near deception bay. With network speeds of around 10kb/s to 40kb/s there's no way in the world I clocked up 3Gb of data. Whilst in Maryborough, used my friends' telstra usb stick as Vodacrap had no signal. Go figure!!!

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19154 Someone from WA thinks vodafone is overcharged at 15 Aug 2011 10:49:59 PM
I have a new iphone and was just getting to know it when without warning I was bared. I had owned the phone for eight days only to be told that I had a bill for $830 (apparent internet usage) I was told in a vodafone shop that they required an immediate payment of $500 to remove to bar. You know the rest. Five calls to India.... someone even promised me a reduction on my bill but it never eventuated. So good to find this website I thought I was the only one. Still fighting but dont have a phone.
16 Aug 2011 08:52:54 AM: i would call the tio
16 Aug 2011 04:49:29 PM: Don't give up or give in! If you aren't getting anywhere with vodafone then you can file a complaint with the TIO. You can dispute the bill from there and someone from Vodafone in Australia will give you a ring within 10 days.

Vodafail.com Moderation Team

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19100 Someone from NSW thinks vodafone is epic expensive fail at 9 Aug 2011 09:51:38 AM
My email to vodafone:
Dear Vodafone,

your coverage is the worst out of any network I have ever used.

How you can call what you provide as a 'service' is beyond me. The past 3 weeks experience has been worse than normal, costing me time, urgent communication and money. Your total lack of consistency is beyond a joke.

After having an initial issue with my previous number I stupidly have kept using your prepaid while my issue is pending.

As soon as I can resolve everything with your business I will be changing service provider immediately.

I will be doing the same for the fleet I currently have set up in our office.

You guys are a joke!

Reply from Vodafone:
In order to assist with account related queries, please provide your 4 digit PIN number (the pin is the one you selected for your account when you connected to Vodafone), as well as your Mobile Phone Number. This will authorise a Vodafone agent to access your account.

Please note: if you have received this response and you already provided the PIN and Mobile Number/ your question is not account related/ you are a Non-Vodafone Customer please reply to this email via your inbox, otherwise your email will not be submitted to our correspondence queue.

If this is a new email in response to an existing email query, please update the existing email and do not submit a new one. This is to ensure we receive your update correctly.

My reply to Vodafone:
Dear Vodafone,

I do not have a pin on my prepaid service.

How about you do your job and provide a proper service instead of wasting more of my time.

The amount of money and time you have already cost me, due to such abhorrent coverage and service, is a disgrace. Not to mention the amount of money wasted on connection fees from having to call back numbers up to 5 times, mid conversation.

I am still waiting to hear from the Vodafone Ombudsman in regard to my existing plan, which you charged me over $2000 for, for uses that are physically not possible with your coverage. This issue has been ongoing for close to 5 months, and you still continue to charge me for a service I no longer use, that you cut connection to 3 months ago.

No less than 5 of my family and friends have had exactly the same problem with being overcharged for phone usage and also had to wait months until you resolved the problem, during which time you emailed them to tell them that it was a one off situation. Fortunately for me I no longer receive the highly upsetting calls from Vodafone on a daily basis telling me that I need to pay you or you will cut me off, as you have disconnected my plan, but never attempted to resolve the questioned excessive charges from your end.

After countless failed attempts to resolve the issue with you, and after being cut off from your overseas customer call centre, and hung up on by many staff who did not understand my complaint, I am still waiting for you to resolve my initial issue. I assume at some point someone will get back to me, but based on your coverage, I would have to guess that you are finding it difficult to get in contact with me.

Vodafone reply:

still pending.
9 Aug 2011 11:01:25 AM: that is ********** service keep up the gr8 work VF
29 Aug 2011 08:19:56 PM: google 'Molotov Cocktail' and "throw' nuff said.. No consequence = no change

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18946 Someone from VIC thinks vodafone is Extreme Fail at 27 Jul 2011 01:55:32 PM
27 Jul 2011 02:11:41 PM: lodge a complaint with the TIO here: http://www.tio.com.au/ComplaintForm/ComplaintFormS1.asp
although they are fairly unhelpful they are still great compared to Vodafail (and from my experience they are nowhere near as rude)

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18944 Someone from NSW thinks vodafone is at 27 Jul 2011 08:40:04 AM
Signed up for deal with Vodafone Mobile broadband to upgrade to 6 gig modem. Service gone from bad to worse (constant drop outs), overcharged on first two bills, abysmal service...

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18797 Someone from NSW thinks vodafone is very at 20 Jul 2011 12:51:45 PM
no reception, overcharged accounts.... standard

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18796 Someone from NSW thinks vodafone is Pits at 20 Jul 2011 12:50:47 PM
Overcharged accounts, patchy reception, delayed sms's and 11 months to go on my contract. Great!

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18629 Someone from QLD thinks vodafone is bunch of lying, thieving criminals at 5 Jul 2011 11:52:47 AM
21 Jul 2011 09:50:01 AM: I am currently have partially experiencing of what you have. I am actually living in City Fringe of Brisbane which is within 2km from CBD Central.

This month I have realised that there is an excessive quota recorded against my account which costed me more than $300. This is due to my internet did not disconnect for 6 days and during this time I have restarted my phone as I experienced very poor internet service. I contacted customer support straight away and later on their technical support and they only willing to give me $60 credit.

I have then written an email outline my request with reasons but they responded me to liaise with their technical support and billiing team whom cant help me any further. They are just ignoring my question. I guess I will go TIO as soon as I have received my bill this month too.

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18586 Someone from WA thinks vodafone is EXTREME FAIL at 1 Jul 2011 11:27:36 AM
I have extremely poor coverage both at my home, uni and work. In April I called vodafone and they said they would give me 6 months off my bill and that the upgrade in my area would occur in July. They stated that AT ANY TIME before the end of July I could cancel my contract free of charge and send the phone back. I gave them the benefit of the doubt. Reception in my area is still terrible, I have also been overcharged $10.00 a month for a pack I didn't approve. I canceled the pack, one month later it was back on the bill. I canceled it again and was charged an early exit fee without my knowledge and after explaining I never approved this. Due to shocking coverage, phone calls dropping out and then poor service I called to cancel my contract. This morning I was told that Vodafone reneged on their contracts as on 25/6/11. I cannot understand how they are allowed to do this!
1 Jul 2011 11:44:00 AM: With reference to your last sentence......neither can I !!!

Time for the TIO as it appears you have been mucked around enough.

TIO details may be found at the top of the page under the How To Complain tab.

Vodafail.com Moderation Team

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18443 Someone from SA thinks vodafone is Mega EPIC FAIL at 18 Jun 2011 06:54:35 PM
Got our internet bill for an 8 gig (sorry 6 gb + 2 gb extra, why don't they just say 8 gb since there's no 6 gb?!) contract with a wireless modem, we barely reached the 8 gig limit on the metre by the end of the month yet we're being charged for using almost 12 gb!! There's no way in hell that we used that much internet!

On top of them over-charging our internet this month, they also overcharged my mobile which is under a different name and on a seperate contract! And the internet is constantly saying it's connected by nothing will load (at 3 am, I doubt it has anything to do with server overload!)
18 Jun 2011 09:23:07 PM: I got the same problem, internet connected but nothing loads! Yet still takes your data. This is unacceptable but they don't care and have no solution for me. Don't know what to do!!!
19 Jun 2011 02:58:13 PM: Both of you need to go to the TIO, sooner not later.

The TIO will *suspend* any over payments until a mutually agreed solution can be found.

Details of the TIO are in the How To Complain tab at the top of the page.

Good luck!

Vodafail.com Moderation Team

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17887 Someone from NSW thinks vodafone is Frustrating at 11 May 2011 09:25:48 AM
Okay, So I've been with Vodafail ever since I got my first mobile around 2000, They used to be great. but recently, say in the past 6months to a year, they have gone down hill, i've noticed i've been getting slightly overcharged on my $49 Cap ever month, it went from being $50.01 and today i got my bill for $69.84, I know for a fact that there is no way I could have gone over the bill as I was away for some of the time and when I was in SYD I couldn't get reception to makes calls or use the internet. I decided to log on and check my bill, i've been doing that now for a few hours and it comes up that there is a problem retriving it.. This is so unbelievably frustrating.. I am seriously considering moving to another provider...
11 May 2011 09:55:05 AM: Save yourself the pain and check out the 'How to Complain' page at the top. If you have having that many problems then you could try getting out of your contract without charge or at least getting that bill fixed up. Goodluck!

Vodafail.com Moderation Team
12 May 2011 05:45:19 PM: I went to the store and basically after a few fun hours, they refunded me the money for this bill and last bill, but they say they can't for the others as its already been processed or some shit and i should have said something then. My contract is up at the end of the month and i am not re-signning.
thanks for the suggestions.

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17194 Someone from VIC thinks vodafone is ExtremeLy at 26 Apr 2011 06:45:02 PM
overcharged, can't send messages. Phone calls drop out. Can't get reception.

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17157 Someone from VIC thinks vodafone is Undeniably at 26 Apr 2011 03:36:33 PM
Overcharged by supposedly free vodafone-3 calls but charged for over $200.
Contacted call center multiple times but issues still unsolved.

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17093 Someone from ACT thinks vodafone is Fail +++++++++++++++ at 25 Apr 2011 12:02:46 PM
I am overseas from Oz on roam am being massively overcharged for international calls . Also a limit on registered credit card . Just ridiculous .x
25 Apr 2011 09:30:38 PM: The overseas call rates aren't exactly hidden. You use them, you pay.
29 Apr 2011 02:44:14 PM: Another dickhead Vodafail employee trying to stick up for Vodafail. Don't bother, you only piss more people off you peanut. If only you spent your time fixing up your sub standard company instead of putting idiotic comments on a complaints website about Vodafail. No wonder your company is in such shit state!

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16899 Someone from VIC thinks vodafone is PATHETIC at 22 Apr 2011 11:02:40 AM
I have been dramtically overcharged on my bill (overcharged in excess of $100 in all cases), 3 times over a 7 month period. Every time the bill arrives I have to review it, and then spend at least an hour trying to get through to customer service (while continually hearing some cheery recorded voice tell me they will be with me really soon!) and convince someone in India that there actually is an issue with my bill. Three times Vodafone have been unable to explain the billing issue, and after many hours of my time spent to convince them, credits have been applied each time. The most recent time this occured, it has taken me 2 weeks to get Vodafone to understand the issue and admit the bill is not correct. I have now received my latest bill, and discovered they are charging me a $10 charge for late payment on my last bill, all which was due to me trying to chase them and get someone to understand and then correct their issue in the first place.
Vodafone's service is an absolute disgrace. You have to ask what the management team is actually doing in the organisation to allow it to get this bad! The incompetence is staggering!
I've wasted enough of my time dealing with this incompetence, and now moving my mobile and my wife's mobile over to Optus! Well done Vodafone - another good customer you have thrown away!
25 Apr 2011 09:30:23 PM: Hate to tell you,but optus has just as bad shit reception, they have heaps of issues lately, i know heaps of people wanting out of optus, for bit extra $$$ go with telstra......
25 Apr 2011 09:37:03 PM: It would have been an automated charge, so it's not really anybodies fault and they could credit it straight away. But I agree with the above poster. Optus have massive issues with both service and support. Telstra is expensive but the way to go.
30 Apr 2011 10:12:11 PM: If you went in to a store and had them walk you through your bill then they would most likely be able to explain why you were being overcharged, or rather, why you were being correctly charged. If it was incorrect, they would be able to call and have it correct. If you didn't pay your bill on time they have every right to charge you a late payment and, as the above user stated, any incorrect charges can simply be credited back to you.
2 May 2011 01:53:46 PM: Your joking right. Another Vodafail person trying to make things sound all nice and rosey. You are a tool. Have you ever tried walking into a Vodafone store? If your not there to get a new contract or to purchase an accessory, then they dont want to know and tell you to call 1555 to get it sort.
30 Aug 2011 06:24:57 AM: That is absolutely correct. The stores will not assist you unless you're getting a new phone & new contract or purchasing accessories. They tell you to call 1555 to get it sorted. Absoluletly pathethic.

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16836 Someone from VIC thinks vodafone is -10/10 at 18 Apr 2011 03:01:37 PM
I have been overcharged, simply they lied about their free phone on the contract and charged me $5 extra on every bill + their extraordinary poor customer service
promising they'll fix it with next bill every time I called. All this with their poor network coverage and never working internet and 3rd grade handsets. After paying them 4 months on their false commitments, I have decided not to pay anymore...
18 Apr 2011 04:18:13 PM: So you don't get in trouble for not paying, file a complaint with the TIO. In the complaint you can put in the amount you are disputing in your bill and you won't have to pay until it is properly investigated. Check out of the how to complain page for more information on that.

Vodafail.com Moderation Team

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16535 Someone from WA thinks vodafone is Very at 1 Apr 2011 09:00:43 AM
A year ago I set up a new business and choose vodafone.....bad choice as my telephone supplier. My first bill was overcharged by $800. I refused to pay until vodafone justified the invoice as I felt I had been mislead. It took several weeks to get into touch with someone from vodafone who actually cared, I was told a manager would ring me back to clarify and resolve the issue. Whilst waiting for a phonecall back (which never happened, because to call someone back is impossible these days) my wife and I had our first born and what a happy night it was. The next morning as proud father would want to do is call his family.....guess what my business mobile phone had been suspended and I could not receive or make any outgoing calls. What a joke. After 3 hours on the phone to vodafone the morning after my first was born they finally unsuspended my mobile. So instead of racing back to the hospital to see my new born and wife I was on the phone to Vodafone for 3 hours. What a memourable day..... Thanks Vodafone it will never be forgotten! I have emails that I sent to vodafone venting my frustration and will be happy to pass them along to anyone who gives a ..ck at vodafone.

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16483 Someone from NSW thinks vodafone is response to the letter from the CEO of Vodafone. at 31 Mar 2011 06:41:52 PM
Dear Nigel,

I hope you don't mind me calling you Nigel, but seeing as you addressed me by my Christian name, I thought I'd pay you the same discourtesy. I'm sure we have never met personally. But then, Vodafone has always had a somewhat cavalier attitude to customer service, and not only in my experience. The letter of apology (3/3/2011) you sent to me and thousands of other customers was a kind of hilarious insult, and I think even the type of people that subscribe to bestiality websites collectively scoffed at your vapid excuses. I'd have thought it was a risky career move to apologise to your customers in the Telco business, seeing as it's an admission of guilt, which for my money makes you liable to compensate people for legitimate grievances-but that's an unpleasant topic to bring up at this fledgling stage, so we'll come back to that, but for now, I'll say this: apologies don't put dollars back in our pockets, Nigel. If you really wanted to apologise by 'snail-mail,' (which is apparently faster than your connection to 3G) you would have to bulldoze about 500 000 hectares of Tasmanian old growth if you wanted to be comprehensive about it. You say, in the second paragraph of the introduction, that you 'aim to provide our customers with an excellent customer experience and the best possible value, but recently our network and customer service performance, particularly in December and January, fell well below the standards we set for ourselves.' Fuck me, Nigel. That statement alone starts my mind spinning like a one-armed bandit. There's so many goddamn dirty questions (or confirmations of my suspicions) that you've thrown up for all to see that I don't know where to begin. I'll get to most of them in due course though. Pour yourself a Scotch.

Firstly, if the network coverage and customer service had only fallen below par in the months you mentioned, I might not be writing this note, but the fact is the service - both network and customer - has always been an abomination in the face of value for money and basic, honest, human decency and conduct. Secondly, I was amazed to discover that you have standards that you set for yourselves. What, pray tell, might these 'standards' be? It strikes me as standard practise in the Telco industry to yank customers around by their contracts like a choke chain without ever revealing what kind of obligations the service provider has to them, the paying customers. Let me stress that: PAYING CUSTOMER. That's right, old son, you work for me, for all intents and purposes or at least, that's what you should be doing. But all you do is take my money while alleging that you are providing me with something in return. In shabby reality, you're not. I am routinely overcharged for a service that I cannot even use in my own home or suburb. And it's patchy at best throughout the region. You might think we're a bunch of parochial morons out here in the sticks, but cellular technology has been available to us for at least ten years, believe it or not. Word is we'll even be getting the internet soon. Does Vodafone offer internet connections? I'm thinking of getting 56K dial-up. I don't have a landline yet, but I'll get one, because I'll be damned if I'm going to put up with your bullshit any longer.

Yes, a landline. I guess that way if I have to call the police or any other kind of emergency service, the phone connection is less likely to DROP OUT like it does when I use my mobile phone to call them I hate to have to sue you over some grievous, long term injury that I could sustain on my property. Did I mention that I'm a young woman living alone in a relatively isolated area? Yeah, that's right, I live a whole twenty minutes north of the largest regional centre in the Illawarra, and about twenty minutes south of a phone tower at Maddens Plains. In fact, I believe there is a phone tower in Thirroul, which is five minutes away from me. It's built between an Anglican church and a primary school, though the primary school is for Catholics so, I wonder why I can't call a friend on a lonely night, let alone the police or an ambulance? To the best of my knowledge, emergency services are not equipped to receive Morse code, or read smoke signals, which is about all I have at my disposal if something terrible happened. That was the first lie one of your sales reps told me - that Vodafone has 98% network coverage in Australia. Evidently, while the girl in the shop looked me in my good eye and said that, she neglected to mention that the 2% not covered includes a good deal of the Illawarra. Seeing as this was happening at a store in Wollongong, I don't see any excuse for it whatsoever, though I understand that honesty is not the best policy when you're in the snake-oil business. This brings me to a proposition - no - directive that I have for you:

Seeing as you were foolish enough to admit what a monumental balls-up your engineer gimps and sullen service reps made of December and January, I think it's only fair to expect some kind of compensation. I wonder if you would feel the same? It strikes me that you probably didn't become a CEO by lying down like a smack-whore on the nod and getting fucked by every ruthless exploiter that stepped over your body. Well, I don't intend to let that happen to me, so if you've got a problem with this strong suggestion, try and put yourself in my shoes. I bet you can. You don't get to be the boss just because you've got a smooth complexion or do you? Anyway, how's this? You pay me back the two bills I paid during December and January. By the way, nice timing on your Egyptian-style destruction of the communications system, dude. Right smack bang on the summer holidays. So - the bills amount to $84.89 (Dec) and $81.00 (Jan). If I hadn't somehow mysteriously exceeded my cap ($79), which always seems to happen, the sum total would be $158 for the pair, but seeing as your corrupt and/or terminally stupid Nazi debt-collector types like to overcharge me, it amounts to $165.89. There was no way for me to investigate this apparent skimming, because I have a couple of things going on in my life. Like commuting, working and sleeping. Having been on the phone to Vodafone for eight hours (total) one day, I don't feel particularly inspired to deal with your maniacal rhetoric on a monthly basis over a couple of dollars. But goddamn it, you know you take your cut well as I do, and I think that's a lousy way to make money. It's for bums. You grift people who give you their bank details like idiot tourists buying imitation Rolexes in third world countries. You're nothing but a bunch of hawkers, con-men and scabs. Your marketing department is run by pimps. The whole operation appears to be based - almost completely - on deceit and subterfuge. It's as if your organisation is run by an army of street thugs, and the call-centre workers are on the front line but I'm not saying the others are any better. I don't want you to feel singled out here, Nigel, but as the CEO, I would imagine you should be held responsible for the conduct of a major corporate entity whose moral compass has apparently been hurled into a snowdrift in the Arctic Circle.

Anyway, a few more stipulations regarding the money I am invoicing you for. I would, obviously, like to be released from this 'contract' I'm allegedly bound to. Seeing as you don't appear to take the contract seriously, I don't see why I should. When you show me your policies, codes of conduct etc, (which I was told were internal documents' when I asked to see them) I might entertain the idea that this contract' is in any way legally binding. You want to hope it is, because it's sure as hell not based on good will, is it? Telcos in this country have been getting away with treating people like shit and charging them for it for years. That is not going to happen to me anymore. So, I'll take the $165.89 - every cent, thanks - and be released from the contract without severance fees or string attachments of any kind. That deal goes a damnsight further than fair, Nigel, and you know it. We're talking about real money here, not that Monopoly-fantasy-call credit horseshit you use to dupe the rubes out of their shiny pennies. And I know that $165.89 ain't much to either of us, really, but I'm asking for it because it's money you admitted you don't deserve. Billing cycle begins on the first of the month. Failure to pay within the first 12 days of the new month will result in a $25 penalty fee!. If you are indeed 'working as hard and fast as [you] can to show [the customer] the changes and improvements [Vodafone is] making,' I want to see the evidence. In the form of cash, old mate. Money talks a hell of a lot louder than second-rate apologies beefed-up with pointless technical details. I hope I'm not being presumptuous, but I'm sure you are aware of this.

Explanations don't come easy in your business, do they? It was easier to get an apology out of you than it is to contend with the unmitigated stream of bullshit that I get from both automatons and humans that man your call-centres, which I imagine resemble some kind of third world sweatshop. Believe it or not, I am a professional - a civil servant, no less - and that is how I am able to pay these inexplicably inflated bills you keep hitting me with. Unfortunately, it also means that after a day of dealing with the disabled that I do not have the patience or inclination to deal with your half-bright service reps when I get home. Not that I can call you from my home, because, as I may have mentioned earlier MY PHONE DOES NOT HAVE SUFFICIENT NETWORK COVERAGE. I hope I'm being plain enough for you to follow me here, Nigel- in fact, it's quite pleasant writing to you, because I haven't been transferred to five different trainee phone monkeys who are pretending that the manager is out to lunch. I suppose you have a harem of PAs to screen your mail, but I pray to the heathen gods one of them hates you enough to pass this letter on to you.

Yours Sincerely,

31 Mar 2011 07:29:59 PM: Why did this message go all fucked up?
31 Mar 2011 11:04:13 PM: Apologies for that, the character encoding went a bit funny on your post but we've fixed it up now.

Thanks for an awesome read!

Vodafail.com Moderation Team
1 Apr 2011 09:11:54 AM: Hey thanks for fixing it. Glad you enjoyed it.
1 Apr 2011 02:13:40 PM: That was awesome Ms (SURNAME REMOVED)! You should be writing for a living!
1 Apr 2011 04:43:33 PM: Fucking genius. That is all.
2 Apr 2011 08:30:08 AM: Any reply?

Vodafail.com Moderation Team
3 Apr 2011 10:41:52 AM: No reply yet. I'll keep you updated.
12 Apr 2011 07:05:14 PM: Rotflmao! You bloody ledgend woman! I love you!!! That was brilliant! I laughed so hard! Gotta love sarcasm so beautifully and adequately put!
26 Apr 2011 07:16:01 PM: This is the best piece of writing I have read in a long time. Any reply yet?
27 Apr 2011 02:07:29 PM: Has there been any reply to this yet?!
30 Apr 2011 10:42:27 PM: Good luck in suing for compensation based on the fact that you had injured yourself on your property and could not contact emergency services because you had poor mobile services. The fact that you have acknowledged this means it was forseeable, so unless you do whatever is reasonable to overcome this i.e. find a more reliable service suited for 'the sticks' such as telstra (you know, the service renowned for great regional coverage') then you have contributed to your own ill fortunes. I would think the fact that the CEO admitted to and apologised for faults in the service shows courage. You didn't see Optus apologise when they signed up too many users for their network capability.
They simply denied it and hoped no one noticed in the time it took them to install more towers and upgrade their network, for which, like Vodafone, they are constantly still doing.
2 May 2011 02:09:25 PM: That was fantastic. But who is this TWAT above me. Do they work for Telstra?
I have noticed a LOT of pro telstra comments on the site. Is this why they charge like a wounded bull, because that have TWAT monkeys running around commenting on forums against thier competitors?
3 May 2011 08:44:46 PM: Dear 30 Apr 2011 10:42:27 PM,

If that's your idea of courage, I'd hate to see your idea of business sense.

- Ms.
16 May 2011 12:12:57 PM: If everyone goes to Telstra They will have a monopoly AGAIN!!!
Vonaphone Prepaid thank Goodness!!
20 Jul 2011 05:30:11 PM: Pure genius!!!!! Will you marry me?
31 Jul 2011 08:03:33 PM: F*cking awesome!
3 Aug 2011 06:35:26 PM: Bit off-topic, but thought I would mention: it's my understanding that you can dial emergency services (000) from any provider and it will be routed through, so long as their is a tower in your area to pick up the signal. So, this means if you have a handset on Vodafone, if there is a compatible Telstra tower in the area, it will accept the call. Don't take my word for it though... I don't like the idea of getting sued! Or, more importantly people dying because of my assumptions. :P
13 Sep 2011 07:36:50 PM: You can always call 000 as long as there's a tower to pick up the signal, no matter what network, even if the mobile doesn't have a SIM card in it. I worked in the 000 call centre: if there's no SIM card in the phone, the call just comes through as usual except without any address information.
4 Jan 2012 11:11:59 AM: That was an awesome read..Someone should make sure VF and the ACMA get that one...I had to print that out...it was totally inspiring....

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16313 Someone from VIC thinks vodafone is Incorrect billing again at 15 Mar 2011 08:24:31 PM
After making numerous phone calls and going between the store and the phone centre, I thought I had finally resolved my problem. Just received my latest bill and I have been overcharged again. This is the 4th month running.

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16267 Someone from QLD thinks vodafone is pretty failed at 11 Mar 2011 04:31:00 PM
totally overcharged for my calls.

i was told landline calls (every phone call is included i was told)is charged.

not happy. not happy with a $400+ bill.

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16261 Someone from NSW thinks vodafone is SO BAD at 11 Mar 2011 12:30:36 PM
Overcharged.While roaming i have been charged $600 for 3mins of data.Clearly an error & trying to resolve it via Indian call centres is just infuriating!Now being sent text messages to pay $800 otherwise I will be cut off.FAIL!!!

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16003 Someone from NSW thinks vodafone is at 1 Jan 1970 09:00:00 AM
Got my bill online so i don't have to pay for a paper one (another scam), bill would not download from the VF website, rang the call center got an Indian woman, could not understand one word she was saying, I hung up and rang again,was told the site was having problems and there is no time limit on when it will be fixed, WHAT'S NEW, I was charged more than the monthly plan because they say I went over the data allowance, I told them that when I checked the usage it said I had 270MB left, I didn't use it and used a 3 USB 1GB stick I have instead so the usage meter is not accurate and causes you to go over your allowance without you even knowing it, I made them refund the amount that they overcharged me, these usage meters need to more accurate than a 24-48 hour period to show what you use. Wi-Fi drops out all the time and have to restart it.

I got a sorry email from the CEO about the problems, yeah right mate, who do you think is gonna believe your sorry, hope Vodafone goes broke, 3rd world country service.

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15566 Someone from ACT thinks vodafone is DISGUSTING! at 14 Feb 2011 02:28:17 PM
Had an $800 phone bill.... my partners was $100.... There is NO WAY on earth I could have used that much over my cap as ive just moved INTERSTATE to be closer to my man. I only call/txt him!
So i called up........ they tell me its correct its all DATA USAGE.. BULL SHT! Everytime for the past month I was txting 1512 to get my FREE bill balance and it was using the data allocated.. NO EXTRA CHARGES were on there EVER.

I told them this and that frankly I didnt believe it and i was extremely unhappy... he put me on hold to come back and tell me they ACCIDENTLY charged me $700 and he would credit it.



Oh....... and i also tell EVERYONE i possibly know how SH!T House vodafone are!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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15522 Someone from QLD thinks vodafone is Very at 12 Feb 2011 06:01:58 PM
was overcharged for sending multiple messages when I only sent one whilst roaming overseas. Overcharged me by $15 in SMS which the same SMS was sent several times.
17 Feb 2011 03:22:23 PM: hate to be the one to defend vodafone, but while overseas you usually pay for calls and texts in BOTH directions.

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15512 Someone from QLD thinks vodafone is Worst company I've ever dealt with. at 12 Feb 2011 11:40:43 AM
Internet is very sporadically working. Some days it is good, but most of the time I need it, it doesn't work (or take 6 minutes to load a page). I posted on facebook to get them to contact me, received a call 28 hours later (when I wasn't around). I tried calling today, was on hold for 1 hour and no answer. Have contacted the TIO... this is the second time I've contacted them in less than 6 months (last time was due to a data pack not being added and they overcharged me).

What the heck is so wrong with the people that run this company?

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15498 Someone from NSW thinks vodafone is Useless at 11 Feb 2011 02:56:04 PM
So a couple of months ago my Oct/Nov bill came to 320 bucks! Every other bill has always been in line with my $79 cap and never over and I definitely didn't use it more that month than any other... It was however the month that my phone started dropping calls, losing signal and generally being totally unreliable.
I've contacted customer services a number of times about the billing issues - which they say are not their issue but mine and clearly that's what I spent... It's ridiculous.
Anyway yesterday I finally had enough and rang customer services to cancel my contract because of that and the constant drop outs - they basically tried to say that it was obviously that I lived in a poor coverage area! Paddington in Sydney - I tried to make the point that the drop outs are TOTALLY RANDOM and occur for no apparent reason, I can be with other Vodafail customers and they'll have signal or vice versa but they didn't really believe it.
Anyway they're now doing an investigation - which I think is a total waste of time. they need to admit that there's a problem with individual phones dropping off the network not just the network coverage.
They also need to sort out my ridiculous bill and stop denying that also!!!
I totally agree with complaint 15280:
In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services....
11 Feb 2011 10:35:25 PM: so stupid. my phone is also going under investigation. ridiculous. ten working days the guy told me. thats two weeks.
17 Feb 2011 09:41:50 AM: Just go to the TIO and end the pain. They told me they were 'investigating' it. I really believe the only way it will be sorted out is to use the TIO. I found them extremely helpful. 10 emails to VF..k over issue and phone calls and visits to store didn't.

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15280 Someone from NSW thinks vodafone is Hopelessly ridiculously pathetic at 6 Feb 2011 07:38:54 PM
We have renewed 4 new plans with Vodafone 3 months ago and the following happened:

All 4 plans were incorrected registered and despite spending over 4 hours with Vodafone, and on each occasion being reassured that they have been rectified, all 3 plans are still being overcharged;
Existing auto debit details did not roll over and I was threatened with a disconnect notice by SMS;
One of the new phone was both incoming and outgoing call barred and we found out that there were 3 months of payment in arrear when we first used the phone; we informed Vodafone calls were never made and no inovices were received either by mail, SMS or email while the plan detail were also incorrect. Vodafone denied our information and informed that invoices were sent to a Hotmail account; however that particular account is not attached to a Hotmail; SO THE VODAFONE STAFF MADE THE STORY UP!!!!;
We were informed that credit will be applied on the incorrect charges and late fee will be waived; as of today, they are still showing on our bill; We have been over-charged and the so called Help Desk is not helping at all!
And yes, calls have been dropped every now and then even in Sydney Metro

In short: Billing problem; dropped calls; incorrect advice/ promise by vodafone staff; on-hold for too long; overcharged; poor customer services and irresponsible directors!

17 Feb 2011 09:44:03 AM: Just go to the TIO and get a result. Then the ba....ds have to

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15257 Someone from QLD thinks vodafone is SO SO DODGY!!! at 6 Feb 2011 09:56:42 AM
I've posted my problems here a few times.

On the 28th of January, Vodafone agreed to cancel my contract with not fees. Their text message was very vague. It only stated I should be getting a letter in the mail with further details as to what I had to do.

Seriously, how long does this take?? Are they delivering the letter via pigeons?
I still have not received any such letter, but I HAVE received my latest bill from vodafone (which funny enough, they have overcharged me by a good 80+ dollars).

I would call them, but the last thing I want is to be on the phone for HOURS again, with no solution. Has anybody been through this aswell?

How long did it take to receive your letter?
6 Feb 2011 11:03:00 AM: I received my letter about 3 business days after the phone call confirming termination, not so much a letter but one containing a return envelope for the phone, with instructions to include all bits and bobs and to do so within 8 days to the Australia Post shop. They did say it could take between 3 and 7 working days to arrive.

Nothing else included.

Make sure you keep the return receipts (I might even add pay a bit extra and send registered post as one poster here had a nasty surprise see 15247) for tracking purposes.

As far as the bill is concerned you can try to contact them (torture of the hang em high kind) or as an alternative try their facebook page. The people on there are pretty useless but they have got the billing enquiry side under some sort of control and you can do it by email.

Good luck and let us know how you get on.

Vodafail.com Moderation Team
7 Feb 2011 09:01:31 PM: my letter took about 5 days

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15144 Someone from WA thinks vodafone is so very fail at 2 Feb 2011 11:26:37 PM
They overcharged me $200 on my bill, I spent 1 hour on hold, before I finally got to talk to someone. After another 30 minutes on and off of hold it was sorted, but I worry about what would've happened if I hadn't called.

Also my partner, my best friend and I, all with vodafone, have had reception drop out on us constantly. I live in Fremantle, a largely populated area, yet they still cannot manage reception issues. I was warned not to re-new my contract with vodafone because of their horrible reception. I am coming close to breaking point, hours spent on hold simply organising to re-new my contract, constant reception drop outs and the slowest 3g internet ever experienced. Please Vodafone, fix this so I don't have to wait on hold for talking to Lara for another 60 minutes before getting disconnected.
5 Feb 2011 08:09:59 PM: I feel sorry for the call centre staff, having all their callers pre-angered or further inflamed by the long waits and Lara.

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15142 Someone from SA thinks vodafone is Same amount of fail as every other network at 2 Feb 2011 10:39:31 PM
I was originally on Vodafone and had the usual issues with poor coverage, slow internet speeds, poor Call Centre service. I then jumped over to Telstra and received horrible customer service and massive billing errors. I am now with Optus and whilst things were great at first, I am now getting coverage issues and have been overcharged AGAIN! Store staff at Vodafone and Optus were great, but issues like these have become predictable and almost expected with all providers.

I'm reasonable and understand things don't always go to plan. I treat staff with respect and don't vent my frustrations in public. But in all honesty Telecommunications Australia wide need a reality check! Telstra sure as hell is not the answer! Good coverage yes, but pay through the arse and get treated like dirt!
17 Feb 2011 09:51:38 AM: I agree, Telstra's customer service also has similar problems, you just pay more.
On Optus BYO month to month now: Bought nifty little modem-router from them for $129 and took five tries with store staff to get a satisfactory arrangement. For now, no problems. Best part is NO CONTRACT.
17 Feb 2011 09:52:03 AM: I agree, Telstra's customer service also has similar problems, you just pay more.
On Optus BYO month to month now: Bought nifty little modem-router from them for $129 and took five tries with store staff to get a satisfactory arrangement. For now, no problems. Best part is NO CONTRACT.

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15094 Someone from NSW thinks vodafone is just plain disgraceful at 2 Feb 2011 08:12:48 AM
I cant seem to even access my account balance info... how am I supposed to know where I stand? They cant tell me what my account balance is, but I am sure that they will be able to tell me exactly how much I will be overcharged at the end of the month!

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14804 Someone from NSW thinks vodafone is Overcharged for 2.5 years due to misplaced contract at 28 Jan 2011 08:13:05 AM
Lack of response from Vodafone on a billing issue after calling and visiting their store numerous times. I received a text message from Vodafone that I owed $988. After calling their call centre I was told it was because I had exceeded my data usage and their solution was to block my ability to use the internet. My point to them was how can my bill go from approx $80 per month to $400 - $600 per month with no change in usage pattern, they said due to privacy restrictions they could not tell me what websites I visited which would have contributed to such a huge increase in data. I ended up going into a store who confirmed that the last contract they had on file was from 2006 and that had no data coverage at all. I explained that I did sign a contract in 2008 and was placed on a data plan. As they had no record of this contract, I brought a copy in for them the following day. It turns out they have been over charging me since September 2008, and in addition have been charging for my nominated "Vodafone friend" who I was meant to be getting free calls and text messages to.
28 Jan 2011 08:48:07 AM: Get in touch with the TIO - there is a complaint form on this website somewhere.
I did and problem sorted. Have email from 'Rebecca' stating I owe them nothing and let out of contract without penalties. I have reason to suspect their accounting is not just incompetence but outright fraud, given what they did to me.
28 Jan 2011 10:09:57 AM: Ekkkkkkkkkkkk @ OP, that is painful!!!

Don't bugger about with this one.

If you have tried to contact Customer Care without success or not to your satisfaction the next step is to contact the TIO.

The details may be found on the tab How To Complain located at the top of the page.

Good luck and let us know how you get on!!!

Thanks Vodafail.com mod
7 Feb 2011 07:20:00 PM: Thanks, I lodged a complaint with TIO, heard back today from Vodafone and they are wiping the $1,300 (yep somehow there is another $300 unbilled charge). I'm definately changing providers after this is sorted!!
8 Feb 2011 03:28:56 PM: yes I just had the very same issue for $740 - couldn't explain why or what it was for!! Two weeks of back and forth and I finally logged with TIO - entire amount reversed after call from Syd Resolution centre 5 days after complaint was lodged.
7 Jun 2011 02:00:17 PM: I'm having the same issue, almost to the t so I've contacted the TIO and will see how it goes. Funny thing was is that I asked the 5 people I spoke to at Vodafail if this had happened before to anyone else and they said NEVER. An outright lie, obviously if the posts on this website are anything to go by.

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14659 Someone from NSW thinks vodafone is shite at 26 Jan 2011 08:49:41 AM
I recently got mobile broadband.The plan had 10gb data included.I had logged on to check the usage and it came up as 3 gb data.I contacted the very poor customer service and was told it would be fixed.Called a week later,was told they would call me back (yeah right,wait for it).Called again a couple days and was tolod they could not fix the problem,that they had caused.Anyway got my bill overcharged for the data used over 3gb but under 10gb.Very dissappointed customer.A complete waste of my time.Will be shopping around when my contract expires.
28 Jan 2011 08:50:03 AM: There is no better time than now to complain to TIO, I think Vodafu..ed have a complaints department to deal with all their stuffups.

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14581 Someone from VIC thinks vodafone is Extreme Fail at 25 Jan 2011 11:48:08 AM
Without fail - they have overcharged me on every single bill. To try and get through to customer support, you have to wait a minimum of 30-45 minutes. When I cfinally get through, the person on the other end always states that they can not understand why it has been charged as sucha nd will look into it.

They then say they will contact me as soon as they haev resolved it. never once have I been contacted back.

What a joke - their servcie is truly appalling.

Lets hope people vote with their feet and shift to alternative telecoms providers even though vodafone is chepaer, the service is soooo poor and the product is really bad.

Lets hope that Vodafone is no more.

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14527 Someone from WA thinks vodafone is FAIL at 24 Jan 2011 11:49:11 PM
I am so sick of LARA. seriously lara, get your act together and put on somebody real when i call up about problems. on most occasion my bills are wrong and i get overcharged, charged for my 'free' calls between vodafone and 3. the people that are supposed to help are useless and most workers in the stores have no idea what they are talking about. i never have reception and i live in the cbd. my voicemails arrive hours later. im sick of you vodafone, ive been with you way too long. i cannot wait to get out of my contract! only 15 months to go :(.......
25 Jan 2011 01:43:05 AM: hi there, if vodafone aren't providing the service outlined in your contract you are within your rights to cancel now without exit fees, if you have problems contact the TIO. Good luck.
29 Jan 2011 06:28:30 AM: Just contact TIO. The complaint form is only one page long. Not at all laborious.

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14335 Someone from Somewhere else thinks vodafone is Expensive, money vacuum fail at 23 Jan 2011 05:11:35 PM
Despite having over $12 of credit on my sim, when I went to send a text Vodafone tells me, "Sorry, you do not have enough credit". I check my balance, it now says I only have 5 cents. -- This happens sometimes, Vodafone takes my money for no reason, then a week or two later sends a "Whoops, so sorry, we 'accidently' overcharged you by 1000x!" notice.

But it goes on, the next day I check my balance it reads: $0.00 -- not content to just take my $11.95+, nope, Vodafone must take the last remaining 5c too!

When I call them (took forever to get through!), instead of refunding me immediately the guy simply says, "You must have purchased something, made a few calls or texts and then perhaps forgot about them."

Uh, okay, I'll humour you, say that is true for the minute... tell me what service Vodafone offers that costs only 5c? Can't have called anyone, that's $1 per minute charged as soon as you connect; Can't have texted anyone, that's 20c; and my phone is really budget and old so it doesn't connect to the net. Seriously, Vodafone, what do you have that I can even spend 5c on? Nothing? Right -- so where did my money go?!
23 Jan 2011 05:38:13 PM: Come on now, we at vodafone dont apreciate smart arse customers who baffle us with such clear and undeniable logic.
Off to the naughty corner with you.
23 Jan 2011 05:39:00 PM: it must be a fault with your handset
23 Jan 2011 05:40:03 PM: It must be a fault with your sim, take it out and reinsert
23 Jan 2011 05:41:44 PM: You must be doing something wrong, vodafone is faultless and blameless
23 Jan 2011 05:42:32 PM: No one else in Australia has any problems with vodafone
23 Jan 2011 05:43:34 PM: Definitely a sim card issue, remove sim and insert Telstra sim
23 Jan 2011 06:03:12 PM: lol @ 23 Jan 2011 07:43:34 PM .... So so true!
23 Jan 2011 08:29:39 PM: Dont worry guys Ive got this! Just take out the sim and blow on it and blow into the phone and there you go it should fix everything! Your welcome.
24 Jan 2011 12:05:38 AM: They have to fund their massive advertising campaign on tv somehow. not to mention the $500 a day they're PROMISING to give people who like tham on facebook.
But they will fight you till you're crazy for $2.
24 Jan 2011 11:34:45 PM: "It must be a fault on your sim" seems to be their standard answer that Vodafone is teaching their customer service people~!

Hi I'm Lara. Before you tell me your problem, I can tell you right now that it's your sim's fault. Please do not me again as I've had enough already and you just go and sign up with Telstra!
28 Jan 2011 08:55:20 AM: I strongly suggest you complain to TIO via form on this website. I believe their 'mistakes' may be quite deliberate, given what I know about them. TIO fixed the problem fairly quickly, and got out of contract, no penalties and kept their useless modem.
28 Jan 2011 04:44:37 PM: "How do sim cards, deep in a phone, get "damaged" without leaving any trace on the phone itself?"

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14316 Someone from NSW thinks vodafone is almighty fail at 23 Jan 2011 02:30:03 PM
where do i begin?
i've been overcharged (i pay a $79 cap, was charged $150 for absolutely no reason), i wasn't notified when they decided to switch billing info from hard copies to email, i rarely get coverage unless i'm in the most inconvenient place, and quite frankly, if i ever encounter Lara, imma punch her in the face.
23 Jan 2011 02:58:14 PM: i'd like to add as a postscript, that there have been innumerable instances where texts that i have sent/received have been 3 hours - 3 days late. that ain't normal
23 Jan 2011 02:59:25 PM: Not good enough!!! - Check out the 'How To Complain' link at the top of the page. You will no doubt have to escalate to the TIO, but they should be able to assist you out of your contract penalty free.
28 Jan 2011 09:00:28 AM: When I switched to web billing when I had a choice, they only transferred my monthly payments, not ones for excess usage etc. Ten emails, 4 visits to stores, phone calls total waste of time, money and energy. Then they made web billing compulsory and screwed me over usage, news their cloud server hacked, their incredibly bad security practices and a DNS server that hasn't worked for MONTHS not minutes. Lara with her pseudofriendly voice and totally fu...d 'Customer Service' . TIO fixed it pretty quickly.

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14174 Someone from NSW thinks vodafone is FAIL at 22 Jan 2011 01:58:44 PM
I used to be a loyal Vodafone customer. I've been with them since the 90's and i'm afraid i have to start looking for a new provider.
Here's my tale.

I picked up an iphone 3GS particularly for 3G data access and particularly liked the fact that Voda offered free tethering so i could use it as a 3G modem when i am out in the field. Data has never been particularly fast, but i wasn't concerned. Since about mid 2010 though, data access on my iphone has been extremely slow and sometimes non-existent. Complained back then, no outcome.
September, went to NZ and used data to get Ski reports. The data access was much better there, and i used a fair bit. Happy to pay the bill, but got a call after i got back telling me i had to make a part payment on my phone bill to cover the excess. The operator was rude and persistent, quoting contract clauses to me. Naturally i told them to piss off and i paid it on my normal bill date. That made me angry. I got an apologetic phone call a week later, but the guy still wanted me to pre-pay. Ha ha very funny.
A few weeks later in October, my wife had a baby. Out of 30 SMS's that i sent after the birth, 5 reached their recipients, so a lot of my closest friends were put out when "i forgot them". Data access still slow, useless most times. Missing and late voicemails, SMS's etc. Complained again, was told it was my phone.
Shortly after, i dropped the phone, it broke so i claimed on insurance. Relatively painless process, except the store refused my request for a loan phone (even when i pointed out the ACCC finding) and it took a month to come back as a refurb unit. Lucky i was able to borrow an old phone from a mate. Interestingly, i had the same problems with voicemails and data once it came back Now, the phone has failed within the 3 months insurance warranty. Won't power on. I've made calls to Marsh (Voda insurance), the Voda call centre (useless), and 3 trips to stores and everyone is bouncing me to someone else and won't take the phone. One of the stores even bounced me to another store because they had no logins to their systems due to the 24 hour password changes after the privacy leak. Not to mention i can't get my bills from the links they email me so i have no opportunity to check them. I was charged a weird amount last month and i can't see the bill to make sure that i'm not being overcharged.
Another interesting thing is that the guy at the store i was last at mentioned that if i turn 3G off on the iphone, it works better. Isn't 3G kinda the point of a decent data network these days?

So, i think the TIO is my next stop. I would rather allow vodafone to sort this out, but they don't seem to want to and i can't think of anything worse than to spend another 2 hours waiting on hold again.

22 Jan 2011 02:12:40 PM: Lodge tio complaint online, painless, try make a note of some of the inconvienieces (drop outs, slow messages etc)
I did , voda released me and my wife from our contracts (I had about 9 months to go, wife had about 18 months to go), ported to telstra, believe it or not, $129/month unlimited calls texts etc is about same as my voda bills were, instead of 1 gig, I now get 3 gig, got an iphone 4, reception is great, downloads are like comparing dial up to cable.
Even if it were more expensive in my business I couldnt continue being tarred with the vodafone brush any longer. I am stoked
22 Jan 2011 02:14:28 PM: one more thing, ported saturday morning 10:00 am, when I checked 1 hour later, the telstra fone was up and running
22 Jan 2011 03:45:01 PM: OP here, just tried to give Voda one more chance. The IVR didn't even put my call through. "Technical problems" it said. Sorry Voda, you are about to have TIO problems from me.
22 Jan 2011 04:44:48 PM: you need boundries with this mob, enough is enough get out as soon as you can. Who knows how long it will take them to fix their failed network, they have no idea when they will fix it.
28 Jan 2011 09:03:40 AM: www.abc.net.au 4 corners did an expose on phone companies and their business praotices if anyone is interested. TIO is the way to go!

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13969 Someone from NSW thinks vodafone is retarded at 21 Jan 2011 03:41:33 PM
since i have been on my vodafail plan, i have had no reception at home, 3 of my friends houses, and sometimes even in Miranda Westfield.
Being over charged constantly even though im on a $59 dollar plan i end up paying atleast 15 dollars more, when trying to call vodafail about it, i sat on call waiting for almost an hour with the land line, the battery from the land line phone ran out before they could ever talk to me. after going to a vodafail store and telling them the situation they told me, everyone gets overcharged on vodafail and if i didnt like it i should sign up to Telstra or Optus, after asking a second question about bad reception issues they said vodafails hardware is old and they cant do anything about it, and that i should complain to someone that really cares like my mummy.
10 Feb 2011 12:35:57 PM: haha! wouldnt expect anything less than those answers from those Wankers lol


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13848 Someone from WA thinks vodafone is Run By Incompetent Clowns at 21 Jan 2011 12:24:31 PM
I ended my contract on 08 November 2010 due to:
Incorrect overcharged bills ($500 on $49.00 cap) and phone hadnt been used!!!
An incessant hate of the stupid half baked sl*t of a thing called LARA
having to call some cluster in India to resolve my billing issues.
Took my case to the TIO (Dont wait - just do it) and ended my contract.
Switched to OPTUS BUT WAIT.

I still get Bills from Vodafone, even though I've confirmed with INDIA, that I DONT HAVE AN ACCOUNT WITH VODAFONE!!!!

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13571 Someone from NSW thinks vodafone is Billing Problem at 21 Jan 2011 09:07:58 AM
Signed up in November on a plan. Was not advised that the Infinity plans (which would have suited my requirements a lot better) were being released the following day! Exceeded the cap I signed up to but was not informed. Called Vodafone and upgraded to an Infinity plan (more expensive per month than original plan but suited me better). Sales rep agreed that the cost of the calls over and above my previous cap would be credited as I had agreed to sign up to a new more expensive plan. Bill arrived - credit not applied! Emailed Vodafone 3 times and got an autoresponse each time. Tried calling 3 times but was on hold for 15 mins or more each time. Vodafone then barred my calls. That day I eventually got through and spent 1 hour 10 mins on phone with agent who struggled to understand the issue. With respect to the agent, she was new to the job and clearly did not have the appropriate training. However this was extrememly frustrating as there was no supervisor available for me to talk to but she could not help me. Eventually persuaded her to unbarr the phone and give me a commitment to have a call back from somebody that could help within 24 hours. No callback! Received a text 5 days later saying that my "billing issue had been resolved". Also received an email to tell me my account was overdue - again with an amount that was overcharged! Phoned Vodafone again and got through to an agent after 20mins on hold. After 30 mins call he eventually agreed to credit the charges as was originally agreed 7 weeks earlier. What a struggle and ultimately I am listed as the customer who did not pay on time!

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13549 Someone from NSW thinks vodafone is Overcharged and billed incorrectly at 21 Jan 2011 09:00:15 AM
I've been on a $49/month plan (postpay) since 2007. My last to bills have been $84 and $93, as they are charging me for Vodafail to Vodafail calls, Vodafail to 3 calls, and txting, when they are all meant to be included. Customer service in India (after 4 calls) finally revealed that my old plan had been discontinued and I'd been swapped to another plan WITHOUT ANY CONSULTATION with me, the consumer. I await my next bill with interest .......

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13321 Someone from VIC thinks vodafone is Overcharging at 21 Jan 2011 07:36:18 AM
I have been overcharged $20 per month for two years! Minimum phone charge I was told by staff would be $20 per month on my phone so I thought I would keep it as backup when I was away from the farm (no vode coverage outside of Bendigo)but I kept getting charged $40 and they would not budge. I chopped it off end Nov 2010 and today had to pay $6.67 in admin fees for the last billing period even though I paid the account in full when I disconnected!

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13276 Someone from NSW thinks vodafone is 100% at 21 Jan 2011 07:25:06 AM
Once more last month I was overcharged. I am 100% sure that I never used whatever they were charging me...also the stress about waiting 1 hour and getting nothing sorted.

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13108 Someone from NSW thinks vodafone is VERY at 21 Jan 2011 05:15:03 AM
I am constantly being overcharged for games and other downloads. I do not download games or movies or anything else. I only use my phone to make calls and texting. I then have to call Vodafone every time I get my bill, taking time out of my day, usually put on hold for up to 45mins if not more and have to explain over and over again to somebody in India who generally cannot speak English properly only to have it all happen again when the next bill arrives.PLEASE HELP US DO SOMETHING.

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13004 Someone from NSW thinks vodafone is a MASSIVE FAIL at 19 Jan 2011 04:45:59 PM
I have been a vodafone customer for 14 years!! In this time I have turned most of my friends and family members onto vodafone as well. I have just realised that I have been overcharged by $1200 over the past 24 months due to them charging me for usage that should have been free as part of my contract. Its funny how efficeint they are at emailing and texting the bills, and taking the money out of my account, but do you think they will give back the money that they have effectively stolen.. not likely!!

Oh and if you pay by direct debit, dont bother asking them to delay the payment date for a week, because they will say they have done it, when they havent, and will then charge you a $20 dishonour fee for the privelidge.

also dont bother trying to get data services whilst on international roaming. same thing, after 1 hr on the phone, they say its all sorted then you get to your destination and have no access at all!! But they will gladly charge u upfront!!

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12945 Someone from QLD thinks vodafone is disappointed at 18 Jan 2011 05:08:12 PM
Numerous calls lost whilst chatting
when updating (top up) of wireless broadband - poor connection
at times no connection at all
Whilst on internet downloading - internet drops out
delayed voicemail on mobile
overcharged mobile and cannot get response from services provided - very disappointed.
18 Jan 2011 07:02:07 PM: Check out the How To Complain tab for your next actions, looks like it could be the TIO!!!

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12907 Someone from WA thinks vodafone is Never Use Vodafone Again! at 18 Jan 2011 09:51:29 AM
I signed up for the first year half price plan. Get my first bill and charged full price. It took me the entire day to get through to their call centre. When i did get through they were really condescending telling me i didn't understand my bill. When i finally convinced them that i was being overcharged they transferred me to differing departments. When i asked one person why he was transferring me, he hung up on me. Eventually went in store (told to vodafone myself because they can't do it for me) when i refused and insisted they call on my behalf (and yes they do have a direct line for store staff members to contact there call centre - they admitted it after originally lying and saying they didn't). Still don't have my money back after my second bill, so have lodged formal complaint with the ombudsman, which i strongly recommend anyone with a problem with Vodafone to do so. The more formal complaints lodged, the more time, effort and money vodafone has to spent to sort it out it might just give them the desire to fix the problems rather than signing ppl to contracts and forgetting about them!
18 Jan 2011 07:31:04 PM: i work for vodafone and can assure you that i have to sit on the line for an hour to get through just like you. hence why we get the customer to do it because we have a job to do.
21 Jan 2011 08:12:00 AM: I signed up for the same thing. I went in store and was told yes the bill was incorrect so I said I would only pay half and got them to cancel my direct debiting. What do you know I payed half and still got the full amount debitted from my account. I then went in store again and someone else said the first bill was correct and half price thing doesnt kick in untill your second bill. I wanted a refund because I was misled into paying more. I arranged twice for a refund and it never went through. Got my second bill and the half price still wasn't showing up. If you read the terms and conditions of the half price deal it says it should be applied as a credit to you 1st month's bill to your 12th month bill. So it should have been applied straight away. The staff are completely unaware of the terms and conditions. I wish I had never signed up to vodafone, it's been 2 months and I am so dissatisfied and sick of having to go in store all the time. I can't get through to the call center, waiting on hold for an hour is not an option for me when I work full time.

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12866 Someone from VIC thinks vodafone is poor customer service and overcharging of a non-existant service at 17 Jan 2011 06:31:48 PM
i am constantly having to call vodafone relating to billing issues of being overcharged and paying for a non existent broadband service. i have raised these issues on a constant basis yet i still have not received word from a tech support person as i was promised. that was three weeks ago and counting. I am currently on hold trying to speak to a representative and i think it is going to longer than the three weeks i have been waiting for the callback. just putting it out there, i have been on hold for 3 hours and 40 min. this truly is a joke and the government is to blame for how corporations treat the general public. coming from Canada people have a fair say in how they are treated by corporations who just don't give a damn, but in all honesty this is my opinion Aussies are just to lazy to get off their laurels and complain. they piss and moan, yet they do nothing about it. if it wasn't for your site the majority of these people wouldn't do a darn thing. don't mean to offend anyone. the truth must be told and that is the reason the reason for poor customer service across the board with a wide variety of services through out private and government. "why complain, she'll be 'right" attitude, allow corporations to have their with you as does the government, but that is a different story.
17 Jan 2011 10:44:35 PM: They do not have a billing department, they only have a "con" section. Every month, they simply con customers like they con you and me. They are betting you will not call because they make it virtually impossible for you to complain, foreign call centre who do not understand or able to make any decisions, putting people on the line for hours on end, these are well known con tactics to slowly suck the life out of you so you give up and just pay up.
This is a very devious company we are dealing with, not surprise if indeed they turn out to be the demon in the book of revelations in the Bible.
18 Jan 2011 09:46:43 AM: Don't know about the Bible part, but I agree with you they are devious. For example not crediting payments made for excess usage when moving from paper to web billing. Removing ~2G from usage figures the day before new billing cycle, so that you think you have plenty of usage left if you check, THEN ADDING THIS BACK THE NEXT DAY. Very dishonest.

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12855 Someone from NSW thinks vodafone is very at 17 Jan 2011 05:44:35 PM
Hi there, I have had a number of problems with vodafone including the reception drop outs, text messages/picture messages taking upto 7 days to come through, I have had vodafone activate call barring on my phone eventhough I had paid my bill in full & when I called them up & spoke to them I was told it would take up to 4 hours to remove the barr & when I explained that was not good enough that I had 2 young children I was told but the customer service representative that if I didnt like it to get a home phone. I have had them overcharge my bills & argue with me over the fact that I was being overcharged. I have times where my phone tells me I have full reception but I cannot make calls/get calls or send or recieve text messages & a new recent thing now is my phone is calling people just randomly by itself even when I am sleeping & I am getting charged for these calls.
18 Jan 2011 09:48:20 AM: Take the battery and sim out! There is a possibility your phone has been hacked.

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12619 Someone from NSW thinks vodafone is Overcharged on data plan at 14 Jan 2011 12:54:59 PM
vodafone sent me a bill for around $1000 saying i've over used my data plan of 1.5 GB and have used 3GB from my phone.I've a HTC legend that came with my $49 CAP Plan. Now, i never used those data on my phone. I've got naked dsl 100GB at home, i've got internet access at work. There is no way i would used that 3GB from my phone.This is an ongoing issue since the date(nearly 4 months ago) i joined vodafone. Everymonth they keep overcharging me on my data plans. And every month call them,be on hold for hours.They keep insisting the date and time of the data usage is showing in the system.But they not willing to investigate any further, what if the system got a glitch?? i already had enough so frustrated and wish to cancel my service with them and will send the phone back.
14 Jan 2011 03:42:30 PM: If your phone is constantly connected to 3G, it's possible that if you have Android set to auto-sync as well as automatic app updates (and if it's starting up programs like the Amazon music store) that it's downloading data in the background constantly.

But even still, that should not amount to 3GB (maybe 100MB or so at most, imo).

I suggest you download a free app that tracks your data usage. I have a Nexus One and I downloaded "Network traffic counter" (made by Cyril Jacquier). It's a free app that tracks 3G data and wifi separately - it will display your usage over the past month (based on a starting date you specify) as well as the most recent 7 days and the current day.

Then you can take it Vodafone and tell them to suck it cos they're ripping you off.
14 Jan 2011 03:48:46 PM: Oh I also downloaded a free widget that disables 3G. Interestingly enough, most of the time I have 3G disabled but my calls over 2G still get spotty reception depending on where I am (still keep getting poor reception and dropped calls in my unit all of the time).

Yet when I have 3G enabled, calls won't even connect. Fail, Vodafone. Fail.

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12419 Someone from QLD thinks vodafone is overcharged on phone bills at 13 Jan 2011 09:32:27 AM
Was overcharged on my bill over a period of 4 months to a total of $900. Tried ringing them on numerous occasions to try and retrieve the credit that was sitting in my account. finally get through and 2.5hrs on hold and the bloke tries to convince me to leave it in my account so I won't have to worry about paying future bills. After it was clear that I wanted my money back I was told that I would receive a check within 10 working days. Waited just over 4 weeks before I reachieved it in the mail + another couple of days for the check to clear. All this and not to mention the crap service and constant lose of reception.

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12379 Someone from NSW thinks vodafone is total at 12 Jan 2011 08:58:13 PM
overcharged for shared subscription. charged for call dropouts & re-making the calls.waiting 2-3 days for emails/SMS. spending 40 minutes on the phone & not being answered by a bunch of *******
stop me now or I will take someone out!!!!
12 calls at least last Friday were lost. 6 of them were from my partner who was trying to get in touch with me. Thank god it was not something to do with my kids!!!!!

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12159 Someone from NSW thinks vodafone is don't know at 11 Jan 2011 08:08:15 PM
overcharged bill

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11679 Someone from NSW thinks vodafone is annoying at 10 Jan 2011 10:52:35 AM
I have made the mistake of going onto a pre-paid contract. It seems as though vodafone don't take my complaints seriously as they already have my business. I ve been having problems connecting to the web-site and thus e-mails, and this is the main reason I upgraded my phone to a sony xperia. I keep getting told it either a problem with vodafone 'upgrading' or my actual phone. Frequently I can't get any coverage at all, and no 'data'.

I never really had any problems with vodafone before 3G, its like they just can't handle it.

I wish i was more of a pushy person, as i find it very hard to confront salespeople with the difficulties I'm stuck with and the 1555 is exhaustingly difficult to get to someone who can help me.
The most scary stuff has been when I have been overcharged or by the wrong amount.


10 Jan 2011 11:03:24 AM: I meant to write POST PAID...
I feel that had I been someone who could easily change to another provider ,that I might have had more attention. Vodafone have given me noithing but strife and even living in Wollongong there are so many places I can't get any reception at all.
10 Jan 2011 11:05:47 AM: You don't have to put up with it just because you are in a contract. Contracts work both ways. Check out the 'how to complain' page for who to contact. If you are not getting the service you are paying for then you should be able to get out without being charged.

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11645 Someone from VIC thinks vodafone is Worst Customer Service Since One Tel. at 10 Jan 2011 08:46:16 AM
The first bill they sent me was 120 overcharged in three days as somehow I didn't receive any included cap. It took 5 hours with various cut outs from customer service to finally get to speak too someone. I am now in a battle to find out what happened to my purchase of the new Iphone 4 which was signed up over the phone some 5 weeks ago. I attempted to speak to vodafone last night and was disconnected 3 times whilst on hold to customer service at 29 mins, 36 minutes and the best was at 42.32 minutes. I actually got to speak to someone briefly. The conservation went welcome to Vodafone can I have your name please. I stated Paul then the call went dead. Not hung up just silence I waited a couple of minutes but got nothing. I have been on hold today for 47 minutes so far but at least haven't dropped out yet. I am a new customer only attempting to find out where the purchase of my phone is. I am lucky I live in Geelong and so far the network has been fairly good. At least better then 3. I am shocked that Vodafone is allowed to operate and is given a telecommunications licence in this country when their service is appalling. Our toothless tiger the TIO should be jumping up and down at the shoddy wait times and pathetic network problems. The only other company I have had this service with was the defunct One Tel which was around in the late 90's. Well done on the creator of this site.

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11563 Someone from NSW thinks vodafone is Where do I start? at 9 Jan 2011 08:59:14 PM
12 Jan 2011 06:40:23 PM: good on ya mate,i,m in the same boat,but believe me i will get out. they are a bunch of crooks,optus have a pre paid deal of 2 dollars a day no contract unlimited to an no. in australia i was on that before it was the best.vodashit promised me better than that,but it was the worst mistake of my life.

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11429 Someone from QLD thinks vodafone is Hopeless !! at 9 Jan 2011 02:44:58 PM
BE CAREFUL..1512 is not accurate !!! Having been overcharged twice I contacted India and I was told "1512 is only a complimentary service" and meant to be a "guide only" and may be "more than 3 days behind" !!! Same applies for the data usage via the MyVodafone website..I get the feeling that its designed this way so that customers continually go over their caps and get slammed or pushed into higher caps !
14 Jan 2011 07:51:50 AM: I believe you. Whether these anomalies are due to a hacker or Vodafone's incompetence, the responsibility ultimately lies with Vodafone.

On querying my latest account with a Vodafone store person, who did try to help and rang accounts several times as he was cutoff also. In the end they said they would investigate. I got a paper copy of the account as they view it from him.

It clearly shows a large chunk ~$460 [he scratched out the line]being taken out of my usage amount 23 November 2010. So if I managed to check my usage on that day I would have thought I had 2G left. THEN THEY ADDED IT BACK! and I ended up with a charge of excess usage.

When they switched from the paper accounts which clearly showed their stupid accounting system to ebilling, payments I had made for excess usage etc, were not transferred over. Hence they still reckon I owe this. Only the regular monthly payments were credited.
This month I could not even access their web page usage site for TWELVE DAYS!!!

However, they are not alone. When I bought a new phone, and transferred credit to it, Virgin tried to charge me for money owed, when they were PREPAID ACCOUNTS!


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11269 Someone from NSW thinks vodafone is FAIL at 9 Jan 2011 05:08:43 AM
Not only do I loose coverage constantly but they also continue to overcharge me. I have taken them to the ombudsmen once in the past and need to again. I am sick of not having coverage and being overcharged. It is just not right!! AND the CS staff can be very arguementative.

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11267 Someone from ACT thinks vodafone is Internet, Connections & Billing at 9 Jan 2011 02:45:14 AM
From the time I got a Vodafone internet account, Vodafone continually overcharged on data download amounts compared to the that which the download monitoring software it provided was recording (Huawei).

Spent hours on hold trying to get through to resolve this over many months, and hours when eventually getting through, arguing the toss. Eventually spoke to a (name known) Vodafone person who admitted to KNOWING VODAFONE BILLING AND THE VODAPHONE-PROVIDED HUAWEI ACCOUNT SOFTWARE RECORDED DIFFERENT DATA THROUGHPUTS.

Service person said that it had been a known fault "forever" and that anyone relying on the Vodafone provided self-monitoring software to monitor their data throughput was bound to be upset when a much higher bill came in, as it always did (about 25-30% higher, always with Excess Charges as the data throughput, under on the provided monitoring software, had been "Exceeded" according to Vodafone head office accounting).

Ended up terminating the service in disgust. Had been on a 12 month contract which had passed, but then Vodafone started arguing it was a three year contract, based on their THEN standard at the time I ended it (not the one I signed on to earlier, which had been 12 months). Spent months arguing that toss.

Was then chased for the better part of a year by a debt collection agency (aggressively for months after I ended the deal) threatening all sorts of credit history black-balling and credit character assassination unless I fulfilled a three year contract.

Vodafone did not fulfill its obligations as a service provider under the contract during the 12 months it ran. Vodafone-employed (or sub-contracted staff) made full admission that the fault lay in the the Vodaphone provided modem/software, that Vodafone had always been aware of the fault.

Vodafone subsequently employed (or contracted) a debt collection agency to attempt to extend the contract under threat of credit history assassination.

Over to the Ombudsman.
9 Jan 2011 06:15:44 AM: Vodafone has never had a "three year contract" as a standard.

I think you are confused with someone else.

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10808 Someone from NSW thinks vodafone is at 6 Jan 2011 06:51:25 AM
Overcharged on my phone bill
12 Jan 2011 07:33:20 PM: i was way over charged on my first bill,the sales rep said he was going to fix it up 5 days ago.still havent heard anything,tried calling 3 times but does not answer the phone.before i pay this bill to vodafone they got a better chance of winning powerball.

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10683 Someone from VIC thinks vodafone is abominable failure at 5 Jan 2011 03:30:04 PM
9 Jan 2011 01:18:25 PM: I cancelled the direct debit when I realised they were not and WOULD NOT update my online balance to reflect payments I had made for excess usage etc. They only credited the normal monthly payments

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10324 Someone from NSW thinks vodafone is MASSIVE at 4 Jan 2011 01:59:59 PM

I am writing in complete disgust and fustration to Vodafone. I have now been trying to contact someone over the period of 3 weeks. The first time I got cutt off, a few times you have NOT returned my phone call as requested, and another time I called to complain about being OVERCHARGED for my last bill, and they A didn't understand me from language barriers, and B refused to state that they had overcharged me, and that it was all apart of the "GST amount". I have now gone into the city to go to a vodafone store to request for help - They viewed my last bill and indeed stated that I had been over-charged. They told me they would write the facts into my customer number ID and telefone number, so that when I called Vodafone would sort this out. I have now been waiting on the phone for 47 minutes only to be told that Vodafone is undergoing difficulties. I am actually REPULSED and will NEVER go with vodafone ever again.

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10208 Someone from NSW thinks vodafone is Coverage and overcharged every month at 4 Jan 2011 08:04:43 AM
I live in Newtown NSW and the drop out rate of calls is enourmous, also every month I have been over charged by anywhere from $40 to $100 I have two services on one bill, one is my sons mobile and his is even worse than my coverage and half the time I can not get hold of him, I am a single full time working mother and if I can not get hold of my son I stress. If there was an emergency more times than not he would not be able to ring or recieve calls. I can not wait for my plan to be up so I can change networks.

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10145 Someone from NSW thinks vodafone is at 3 Jan 2011 05:19:05 PM
Ever since I got my new iphone (with three) and started using data I've been overcharged around 40c each month for using 1MB while "roaming". I havent gone over my cap. Yes I know its 40c but considering I havent gone over my cap I shouldn't be getting charged a single cent more. And yes I've been using my data within sydney city limits.

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9795 Someone from QLD thinks vodafone is at 1 Jan 2011 03:33:44 PM
Yep, Im just one of the many and just spent most of my new years day on the home phone to a customer service person in India repersenting Vodafone after not getting anywhere with a overcharged account, I asked for a manager 2 hours and 10 minutes later I have been given a credit for the over charged account and told that in two weeks Vodafone will have the best service in australia!!! interesting. I have no reception at my home, I travel from west of Noosa to Maroochydore on a daily bases and only have reception for no more then 10% of the trip, when I do get a call it normally will drop out before the end of the conversation. I have been a Vodafone customer for more then 12 years now and after being extremly loylal I have had enough, the phone I have under contract (Nokia N97) turns itself off, freezes, tells me I have no memormy left and will not operate currectly, I have no less the 3 times reported problems with the handset to Vodafone Noosaville (Civic centre) only to be told that the handset is now out of warrenty by 2 days and it's basicly my problem. The Vodafone computer system has no detail of my last 2 reported issues with the phone (who's not doing there job!!!)so I now sit here writing this after being on hold 6 times over 4 hours and 17 minutes waiting for a return call as the last 2 calls where from the wrong department? it has now been a futher 14 min and still no reply but the last person did tell me they can offer a $10 discount for the remainder of my contract and free Vodafone to Vodafone calls "WOW" that's going to help someone who struggles to get reception.
I was told that network connection can come out to my area and check the signal strength and if it's not up to scratch mt contract can be terminated, thats if they ever get back to me??? its now 4.25pm I made my call to them at 11.59am good to see there fixing things. The first person to read this will be the only person to realy listen, sadly.

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9772 Someone from Somewhere else thinks vodafone is looted balance at 1 Jan 2011 01:58:50 PM
1 Jan 2011 02:07:54 PM: Hi Manoj,
It's sad to hear that vodafone is taking advantage of customers all around the world. We have had posts from Ghana as well and it doesn't appear uncommon. Vodafail is not affiliated with Vodafone in any way so we don't have the ability to investigate your situation.

The aim of this website is the make your grievances public in the hope that it will increase the pressure on vodafone to fix these problems. We have a page that documents how to air your complaints with the authorities in Australia (http://vodafail.com/complain.php) but we do not have any information on how to do so in India. We wish you all the best if you create a vodafail site for India and hope that it gets the media coverage it needs.
-vodafail.com team
P.S. we will have to moderate the phone numbers out of your post for privacy reasons.

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9201 Someone from WA thinks vodafone is Ultimo fail at 30 Dec 2010 04:28:03 PM
Overcharged, lack of reception, recieve messages late, calls cut out, my phone literally falls to bits

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8651 Someone from QLD thinks vodafone is calls dropout at 29 Dec 2010 06:05:43 PM
A. I live on the Gold Coast for the last month I can not make a call from my house as i have no reception, I work in Brisbane & if i am driving along the M1 my calls drop out at least twice on the trip this is every time I am driving to & from work .
B. the worst one was when i was on Hamilton Island & I was flying back to Brisbane my partner left me a voice message on the 4/12/2010 at 9.41 am to tell me he couldn't pick me up from the airport i received this message at 4.15 pm 4 hours after I arrived back in Brisbane as he was not there it caused me a lot of stress as I was worried about him & I had no way of getting back to the Gold Coast, this nearly broke a 17 year relationship .
Over the 14mths of this contract I have been overcharged numerous time my complaints have always fallen on deaf ears , my cap was far to high & not a good deal finally after more complaints vodafone they gave me a better deal.
I am locked into a contract & this is my second time with them it is getting worse I will be thinking very seriously before I lock in again.

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8479 Someone from SA thinks vodafone is Billing fail at 29 Dec 2010 02:10:24 PM
I recently signed up with vodafone through an NRMA deal for a 12 month contract. The deal is as follows:
- HTC Desire HD
- $69 cap + $15 handset repayment
- 10% off for lifetime of contract (handset repayment not included)
- first 3 months free
- overall $745 for life of contract
- confirmed this was the full deal before signing, when activating the sim over the phone and in the store.
I recently got my first bill, I have not gone over the cap, I have not had any extra charges on my account and yet the first bill - $155.10
I called vodafone about this - waited 2.5 hrs to get through to a customer rep.
She looked at my bill and said that there weren't any particular reasons for the charge. She said she would credit one month back to me but that I would have to pay the rest of the bill as it is policy for them to charge a month's bill ahead of time which is then refunded at the end of the contract. I have never heard of this nor is it anywhere in the contract. When I pointed this out, the CSR said that I could take it or leave it. I then asked what I should do when/if the next bill charges me again - her solution was to call back. I pointed out how long it took to get through to her, she said it's not her problem.

Vodafone - you fail. Your coverage where I am is absolute crap, I can barely use the internet on my device, I get dropped calls repeatedly and 0 bars constantly. You overcharged me on my bill without a reason other than to see if you could simply get away with it. How is this type of treatment legal in the slightest?

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8418 Someone from QLD thinks vodafone is EPIC at 29 Dec 2010 01:11:12 PM
overcharged me $600 and screwed up my relationship

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7830 Someone from NSW thinks vodafone is The worst at 28 Dec 2010 09:58:41 PM
Got my plan nearly two years ago...was promised coverage out of the cities as I was moving to Broome so this was vital to me before signing. Upon leaving the store i had issues from day one with service and was told I needed to switch from 3G to 2G in some areas...I agreed to the plan as it was supposed to be 3G....the problems continued to such an extent I made them create a file and list all my calls for the next few months. I tried to get out of the plan but was by now remote and had no phone for over a week...with a charge to me to call them back everytime from a landline. Countless calls to customer care to no avail but by now out of the cooling off period and was locked in..very long history of complaining. Moved overseas but still had to honour plan, and have prepaid...which I had to do with Vodaphone as I still had my Vodaphone 'Storm' Blackberry which I have also had nothing but issues with...HAVE TRIED TO CALL ALL DAY TO DUMP THEM ONCE AGAIN BUT AFTER WAITING OVER HALF AN HOUR TWICE AND TOLD I HAD COME THROUGH TO A WRONG DEPARTMENT THEN SENT SOMEWHERE ELSE AND HAVING THE PHONE DROP OUT AGAIN!...I THEN WENT INTO THE STORE...ONLY TO BE TOLD THEIR SYSTEMS WERE DOWN AND THEY COULD NOT HELP ME OR TRY TO CALL FOR ME. Here is the great part....I purchased $20 phone credit which seemed to go through but tonight when I once again tried to use the phone to again try to cancel my existing plan which I am still being overcharged for when I don't use it...MY CREDIT HAD NOT BEEN APPLIED!!!!! ...SO NOW I HAVE TWO VODAPHONE NUMBERS...ONE I CAN'T GET THROUGH TO CANCEL EVER AND ON A PREPAID THAT I CANNOT USE TO TRY TO END THIS NIGHTMARE.

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7351 Someone from NSW thinks vodafone is FUCKED at 28 Dec 2010 06:16:07 PM
been overcharged constantly...when i contact them 'lara' puts me through to india where i am told its wrong and i only have to pay a third of the amount...what if i never called then wat??? an extra $130 for vodaphone... no apology... pathetic voda and lara.

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7295 Someone from QLD thinks vodafone is Overcharging!!! at 28 Dec 2010 06:03:23 PM
Vodafone overcharged! On the inquiry text and unofficial balance I get when I inquire, it says that I have not exceeded my limit. However I am paying 2x my plan! Because I am in contract, I can not swithc to other network. Soooo frustrating

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7077 Someone from ACT thinks vodafone is totally suk at 28 Dec 2010 05:23:01 PM
They overcharged me and when I called they told me to pay the bill and then next time check my balance every day. I explained that I do check it every day but there system does not FUKING work every day. After a a long "discussion" they admitted there system is three days behind- at least.

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6881 Someone from VIC thinks vodafone is Scammers at 28 Dec 2010 04:58:23 PM
Ridiculously overcharged ($4323.61) for 2 phone calls from overseas 3 minutes each call. Realizing the problem they keep sending me bills and now cut off service cause I won't pay them fckers

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6738 Someone from NSW thinks vodafone is extremely fail at 28 Dec 2010 04:02:28 PM
consistently overcharged since taking up an iphone 4 offer, resulting in several calls to "customer not care" since august to fix the charges, which include calls not being deducted from the cap, being charged for "free" data plan. Each month I am promised it will be fixed, only to a new problem on the next bill.

This is on top of very poor data reception, particularly in metro area - I've resorted to finding the nearest maccas to use their free wifi
10 Jan 2011 08:43:04 AM: I have had the exact same problem with thew iphone 4 offer.

When i called they told me i had signed up for a new $49 cap, not the new phone...even though im being charged an extra $22 a month for the phone!

I have had bill for over $400 for a $49 capped plan all because im apparently going over my data... i dont even use the entire free 1g because i can never get an data reception!

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6725 Someone from NSW thinks vodafone is INCAPABLE at 28 Dec 2010 03:48:47 PM
Not receiving messages and it just drops out whenever it wants. Real nice during a medical emergency. The complaints department are just plain out rude!!!!!!!!!!!!! I'm being so overcharged for data and messages even tho it was advertised that calls AND text should be free!!! Waiting for hours and hours and don't get me started on LARA. The staff cannot be understood and are downright rude. I've complained to the ombudsman but haven't received a response! What's going on??? How do I join the class action?

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6599 Someone from WA thinks vodafone is VERY FAIL ATM at 28 Dec 2010 01:42:16 PM
well i get absolutely not reception its ridiculous and vodaphone have definately stuffed up my services this month apparently i was over my cap in the first 15 days ????? wtf they have overcharged me big time and im not happy! i had no trouble with prepaid but ever since may 2010 i signed on a plan and ive had nothing but troubles this needs to be sorted and this month should be free!!!!!

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6598 Someone from WA thinks vodafone is VERY FAIL ATM at 28 Dec 2010 01:41:56 PM
well i get absolutely not reception its ridiculous and vodaphone have definately stuffed up my services this month apparently i was over my cap in the first 15 days ????? wtf they have overcharged me big time and im not happy! i had no trouble with prepaid but ever since may 2010 i signed on a plan and ive had nothing but troubles this needs to be sorted and this month should be free!!!!!

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5216 Someone from NSW thinks vodafone is Vodafone are rip-off artists at 27 Dec 2010 08:58:27 PM
Vodafone have overcharged me for dropped out voicemail retrievals as result of their sub standard Network. Their "customer service" is just as rubbish when trying to find out why I should be charged a national call rates when voice mail retrieval dropped out out . I have cancelled my Vodafone contract today and won't ever return even if they lift their game, which is doubtful

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5101 Someone from ACT thinks vodafone is overcharged on last two bills at 27 Dec 2010 08:25:21 PM
Be careful if you have upgraded your handset and plan recently Ihave been overcharged on the last two bills with arguments with the vodafone "call" centre that I had not upgraded my handset and plan. I had the receipt in front of me. Latest bill still with overcharges. Spend more time onto the call centre than making my own business calls. Yes and of course the usual fall out of calls that vodafone customers are use to.

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5079 Someone from NSW thinks vodafone is Dropps out continually at 27 Dec 2010 08:20:33 PM
I am going to cancel my contract tomorrow.
Vodafone constantly dropps out with network error connection.
No 3g at my house.
Lara drives me to the point insanity and you cant talk to a real person.
Plus i think they overcharged me on my last bill, which is so hard to understand.
Not hAppy!..

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4690 Someone from WA thinks vodafone is at 27 Dec 2010 06:54:26 PM
I have been overcharged with my bill. Three times the usual amount and haven't had any extra useage despite vodafone telling me I have. Can't get hold of anyone to speak to me about it. Still get no coverage and messages get delivered days later.

Really worried that I am going to be charged for this extra useage and there is nothing I can do about it.

Kind regards
Clare Paterson

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4676 Someone from QLD thinks vodafone is Extremely at 27 Dec 2010 06:50:27 PM
I've been with Vodafone since 1998 and I would have to say that they were a real competitor against other Telco's until the last 2-3 years. Since then the service went completely downhill starting with vodafone customer rewards program for long standing members. However I signed a contract with them about a year ago with the release of Blackberry storm smartphones and I'd have to say I have spent hours of time completely wasted following up on major explanations as to why my phone bills were over $200 dollars. When speaking to a service rep my bills were reduced several hundred dollars. So lets imagine this - if one did not follow up on why, which the telco never explained as to why I was immensely overcharged, then I would of been charged. So instead, I waste hours of my time on hold waiting for them to fix a problem they caused. This is just the start. I will be a very keen participant of the class action being organised and I know Piper Alderman is a solid firm with strong roots in the legal system. Whoever started this I applaud you.

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3995 Someone from QLD thinks vodafone is medium fail. at 27 Dec 2010 05:07:49 PM
I had troubles contacting vodafone before I even got my plan. It took almost a month to get my phone. Everytime I try to contact them the line just cuts or i get put on hold for almost half an hour! I want to be on vodafone but I just hope I get better service. Its hard to complain since I want to get the plan anyway. They also overcharged my first month but I just didnt bother making a complaint, cause I'll be put on hold for another half an hour anyway!

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3655 Someone from Somewhere else thinks vodafone is EPIC at 27 Dec 2010 04:26:25 PM
the coverage is shit but i knew that when signing up , my problem is with the customer service ... if i wanted to talk to an indian about my australian phone i would ask but as i have no choice i am uable to get questions answered.... i recently was overcharged for an account which took seven phone call to indians and three hours at the vodafone shop.... FOR FUCK SAKE employ some god damn aussies so some goddam aussies can answer our questons in plain simple english..
14 Jan 2011 11:49:31 AM: Yes, give a bunch of bogans a job! Then wait for their work breaks in their full time chainsmoking careers to deal with your complaints,pet. Then you'd realise,pet, that even Vodafone could get worse. ok,love?

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3580 Someone from NSW thinks vodafone is unbelievable at 27 Dec 2010 04:21:47 PM
I joined Sept. 2009 on a 2 year plan of 1gb monthly for $25.
Every month I was charged $30 and nobody in customer service (Cairo) could help, although in the Upgrade Dept. (Tasmania) they could tell me I was being overcharged.
In the end I upgraded to 3gb monthly for $30 as I was being charged for that amount anyway, it was a complete disaster and I cannot wait to change providers, also I was told before I joined I could get 3G, that was also a complete fabrication on Vodafone's part.
When I kept losing 3G I rang customer service and was told my area couldn't provide 3G and would have to use a system as slow as dial-up.
WILL NEVER USE VODAFONE AGAIN. Thank you, it is good to know I am not the only one. Jim Wright.

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