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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

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20471 Someone from NSW thinks vodafone is Fake projection of fake data usage services at 28 Dec 2011 10:25:03 AM
On (Mobile number removed) we have been shown the data usage is exceeded between 30th Nov 2011 and 24-12-2011 so much so that it shows accumulated charges are $3482 which is indeed unacceptable.

This worse situation is still in progress for the billing cycle from 25-12-2011 till now.

This is fake information about data usage resulted in a fake generated bill which i am not ready to buy and would like to retaliate.

I have enough proof about fake data usage calculations which needed can be produced.

Please help me in this weird situation.


<<Name deleted at OP request>>
28 Dec 2011 10:47:10 AM: $ 3482!!! Where on earth did that number come from?!?

Have you tried to contact VF about this charge, if so what did they say??

You can contest this bill by going to the TIO, provided you have tried to resolve the issue with VF.

The TIO on line form takes about 10 minutes to complete and VF have to contact you within 10 working days for a mutually agreed solution.

The amount in in question $3482 will be put into suspension whilst the matter is being investigated.

I have had to remove your contact details and surname as such detail is not permitted on this site.

Suggest you try to get this matter resolved sooner rather than later, TIO contact details at the top of the page under the How To Complain tab.

Good luck and let us know how you get on!

Vodafail.com Moderation Team
28 Dec 2011 03:05:09 PM: Hi Vodafail.com team,

Thanks heaps for your kind support...i'll certainly want to go ahead with TIO, however as per VF (sorry to say this but i feel it's Vodafake) my bill is held up and now they will investigate the data usage between 22-12-2011 and 26-12-2011...which actually is showing some fake or wierd figures which are certainly not acceptable. On the top of that i don't know why my account usage details are not displayed between 29-11-2011 and 24-12-2011 over the My Vodafone page.


<<Name deleted at OP request>>
28 Dec 2011 03:25:52 PM: <<Name deleted at OP request>>, you need to ask the questions to VF, why are your account usage details not displayed (it may be to early for them to be displayed), when will the usage be investigated for the dates given?

Point out to VF the fake and weird figures, let them explain to you what they are.

If you remain unsatisfied advise VF you are taking the matter to the TIO.

Vodafail.com Moderation Team
29 Dec 2011 10:45:59 AM: Hi Vodafail team,

I totally agree with you.

We have received a notification about exceed usage for the entire month on 24th Dec 2011 with accumulated charges of only $199.45 then how come the bill generated on 25th Dec 2011 is showing $3482 it should be closer to $199.45 and including my bill together the bill could have been only around $300 to $350 only which is still acceptable, however on enquiring about it VF guys informed that once the data usage exceeds the limit they generate an alert SMS, however it is buffered for 3 days and SMS notification arrives at user only after 03 days....this is what iam totally disagree with as SMS alarts acts like an alarm there and all alarms should be (from my understanding)is real time alarm and informed to the user right away.

Then VF guys told me there was an excess data usage between 22 Dec 2011 and 24 Dec 2011 that resulted in a huge bill which is ridiculous because we haven't had any notification on 25-12-2011 or 26-12-2011 about excess usage between 22-12-2011 and 24-12-2011 instead a bill raised on 25-12-2011 with unacceptable bill charges.

My question here is how come some body using the data normally till 21-12-2011 and all of a sudden using mobile internet such a vociferously to mount up the charges to $3482 till 25-12-2011.

I am also not in an agreement the data usage can be crossed the limit till 21st Dec 2011 thus i have ordered VF to investigate the Data usage pattern from 15-12-2011 till 26-12-2011 and also i am suspecting here someone from VF team has actually tempered my wife's Handset remotely to enable GPS or something like that probably between 15-12-2011 and 21-12-2011 and same effect continued in next billing cycle as well i.e from 25-12-2011 as the data usage between 25-12-2011 &amp; 26-12-2011 is mounted upto $1610 which is ridiculous because once we have received the SMS notification we have actually unticked the mobile internet from my wife's handset and no internet used from 24-12-2011.

29 Dec 2011 03:48:28 PM: Now i am able to see the usage details between 29-11-2011 and 24-12-2011 thus as suspected the overusage that is reported is also the fake one as since 20-12-2012 the weird data usage is being reported in the capacity of 1GB, 2GB, 3GB, 4GB data downloaded since 20-12-2011 till 26-12-2011..which is certainly unbelievable and now VF is still investigating the issue from 15-12-2011 till 26-12-2011 and would come back to me by 03 Jan 2012....they have ruined my christmas holidays already i feel like going for lawsuit against VF but i am helpless and with no support from any one except your valauable team support.

if they are not gonna be right this time i am prepared with all details to go to TIO for further support.

Please advice me any further course of action.
29 Dec 2011 04:29:06 PM: Wait until the response from VF and see if they do reply by 3/1/12.

It could be an error on their behalf so best to wait until their investigation is complete.

However..........if there is no response by the time agreed with VF, take the matter to the TIO straight away.

Tell the TIO what you have told us.

VF then have 10 working days to respond to you to a mutually agreed resolution.

Keep us informed of progress.

Vodafail.com Moderation Team
9 Jan 2012 01:12:02 PM: It's been a high time now...i have to go ahead with complaining the issue to TIO...the outcome from VF was suppose to be by 3rd or 4th Jan 2012...however still they informed they are investigating...i need your suggestion should be now i raise an issue with TIO or i have to wait till the outcome comes from VF (as per latest update it's probably by 12th Jan 2012)...Please advise.
9 Jan 2012 01:35:17 PM: VF are moving the goal posts, not just wider but into the next field!

I think you have done what any reasonable customer would do and VF have not done what any reasonable provider would do!

Remember your first post on here was 28/12/11 even accounting for the public holidays that is still an extraordinary amount of time to get matters resolved!!

Time for the TIO, then VF have a focussed 10 working days to get the matter resolved.

Vodafail.com Moderation Team
9 Jan 2012 02:14:05 PM: Thanks heaps your valuable suggestions, i have raised a complaint with TIO now and lets see what happens from here. I am certainly hopeful TIO would provide me justice which i am looking for.
9 Jan 2012 02:48:44 PM: Good luck and let us know how you get on!

Vodafail.com Moderation Team
10 Jan 2012 08:44:59 AM: It's been a great help after going through TIO.....VF has reverted all the billed charges back to a normal bill. However the wierd effect continued over the next billing cycle i.e more than 8GB of data usage shown for mere two days 25-12-2011 & 26-12-2011 (for which accumulated the charges of $1613 is still under investigation and VF told me their Tech expert will call me back after carrying out the back-end investigations. Thus still the case is not closed. Anyways there is some relief.

Please advise me now do i have to continue with updating my complaint with TIO for these two days as well.
10 Jan 2012 04:40:22 PM: There is no need to update the TIO, VF (I believe) will close the case with the TIO once the issues have been resolved to your mutually agreed satisfaction, however should the need arise after VF have closed the case and the issue happens again you return to the TIO and quote your existing TIO reference number.

Once it is all resolved VF will ask you if it is OK to close the TIO incident, if you are happy with the result you agree, if not then you disagree.

VF will get a larger "fine" from the TIO for a second incident of the same issue, so it is in VFs best interest to get it right first time.

Vodafail.com Moderation Team
16 Jan 2012 08:17:06 AM: Hi Vodafail team,

Thanks for support & valuable guidance.

VF has informed me that when they will generate my current month's bill they will waive off the extra usage charges of $1613.99 as well that means these charges will not been displayed in next bill. However i asked for compenstaion about creating a tailor made cap with no data services for entire remaining contract period thus reducing the cap charges to $30 each for both of us our account and offer free services to my wife's mobile for next 06 months. Over this resolution VF will come back to us once they get any confirmation from their back-end team. Still waiting for complete resolution.
17 Jan 2012 04:06:34 PM: Well some result.........at least it is better than when you started!

Vodafail.com Moderation Team