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
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11619 Someone from VIC thinks vodafone is i have proof my credit card and personal details were leaked during this security breach. at 10 Jan 2011 07:00:12 AM
I spent most of yesterday on the phone to customer service only to be told my details were stored in a secure area and the passwords are now changed every 24 hours meaning it was impossible for anyone to now gain access to my personal details on file. (which include my credit card number, address, phone number car rego and so on)
My big issue is:
Everyone at Vodafone is telling me that the problem is "fixed" and my information is "now" secure.
Well it obviously was NOT secure beforehand, which is a damn big breach of the Privacy Policy which states my rights on the contract I signed. Meaning they have broken their end of the contract. However after numerous attempts to explain this to the foreign customer call operators I have been told that I am not entitled to be let out of the contract. (A contract which has been broken by its own operators)
This isn't my only problem though.
Not long ago my credit card details were stolen and used on online gambling websites across the globe. Now I use my credit card to pay for everyday expenses such as petrol, food and the occasional movie or product from Kmart. The thing is though, none of these places actually store my credit card number or details. They simply accept and process the payment.
I also used my credit card to make payments to Vodafone most months for my bill. For some time I was set up on automatic payment for the bill also. Meaning my credit card details were stored with Vodafone. Since I am still a customer, that means somewhere my credit card details are still stored on their system. I cannot think of any other place my details would be stored other than their system.
Process of elimination points the leaked credit card details straight at Vodafone.
I explained to the Customer Care operator this morning that I have bank statements showing unauthorised transactions, I also had my bank investigate the case who confirmed the credit card had been breached. I also explained that Vodafone is the only company who stores my credit card number.
All I want it my contract terminated and my details erased from their system; weather or not it is now secured.
My big issue is:
Everyone at Vodafone is telling me that the problem is "fixed" and my information is "now" secure.
Well it obviously was NOT secure beforehand, which is a damn big breach of the Privacy Policy which states my rights on the contract I signed. Meaning they have broken their end of the contract. However after numerous attempts to explain this to the foreign customer call operators I have been told that I am not entitled to be let out of the contract. (A contract which has been broken by its own operators)
This isn't my only problem though.
Not long ago my credit card details were stolen and used on online gambling websites across the globe. Now I use my credit card to pay for everyday expenses such as petrol, food and the occasional movie or product from Kmart. The thing is though, none of these places actually store my credit card number or details. They simply accept and process the payment.
I also used my credit card to make payments to Vodafone most months for my bill. For some time I was set up on automatic payment for the bill also. Meaning my credit card details were stored with Vodafone. Since I am still a customer, that means somewhere my credit card details are still stored on their system. I cannot think of any other place my details would be stored other than their system.
Process of elimination points the leaked credit card details straight at Vodafone.
I explained to the Customer Care operator this morning that I have bank statements showing unauthorised transactions, I also had my bank investigate the case who confirmed the credit card had been breached. I also explained that Vodafone is the only company who stores my credit card number.
All I want it my contract terminated and my details erased from their system; weather or not it is now secured.
10 Jan 2011 07:09:44 AM: You're right they did break their own contract and i'd suggest that you take this to the telecommunications ombudsman or whatever it is because vodafone staff are trained (like many others) to try and tell you that you can't leave even if they've broken the law.
10 Jan 2011 07:11:11 AM: We would be interested in finding out more information about your situation. Feel free to contact someone@vodafail.com
10 Jan 2011 07:31:19 AM: I just filed a complaint with the ombudsman! The thing is though Vodafone does not know how many of its customers details were leaked. They don't even know who's details were leaked. If thats the case not only my details, but potentially every single Vodafone customers details have been available at some point of time. Meaning Vodafone has broken its Privacy Policy for every Vodafone Customer, am i correct?
10 Jan 2011 07:36:13 AM: Yea I think that is correct and that is why we need the ACMA to investigate this. We just don't know whose details have been leaked and to whom.
10 Jan 2011 08:36:04 AM: Another class action i think! A suit for compensation for every customer who's details were exposed....Hang on, you don't know who's details were exposed! That means everyone is eligible for compensation!
10 Jan 2011 03:35:54 PM: As a voda employee let me tell you that I CANNOT see and/or access your credit card details once they have added to the system in question. The root of this alleged leak is that staff like myself could hypothetically give out or sell their username/password access to the system. Furthermore, all customer details are not just open all the time, you have to search for a specific customer via name or phone number. So hypothetically, if there were customer details leaked you would have search one by one for every one of vodafone's 6/7 million customers