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
| ACT (1140) | Everywhere (19206) | NSW (7557) | NT (170) | QLD (3578) | SA (987) | Somewhere else (224) | TAS (242) | VIC (3573) | WA (1735) |
11888 Someone from QLD thinks vodafone is Rating is A+ for confusing and misleading the customer! at 11 Jan 2011 06:37:32 AM
I have had a number of billing issues. I was 12 months into a 24 month $49 Cap and got a bill for $400. I called the lovely people at VF India and I was told that my cap was exceeded due to numbers which were not included in the cap. I told her that I hadn't had problems with these numbers over the past 12 months (my usage showed $49 per month consistently then an incredible jump in usage to $400 despite no changes on my part to my usage etc). She told me that numbers which were previously included in my cap were no longer included due to changes to my plan and that my previous $49 cap plan no longer existed.
She suggested that if I changed to a $59 cap (which was actually $69 with $10 credit per month applied to the account...I won't hold my breath!) that my calls which I am complaining about would be included and I wouldn't get the big bills anymore. I reluctanly agreed after being assured that a recalculation of my bill meant that I wouldn't have to pay the outstanding $400. She told me that I can change back to my $49 per month cap at any time and that the end date of my contract would remain the same (ie. I wouldn't be entering into a new 24mth $59 cap plan).
All seemed good until the next month... I received another huge bill.
I called again and basically was told that I had to pay the balance of the bills and that the $59 plan started at my next billing cycle and also included extra as pro-rata for starting plan part way through the month....didn't they say I began $59 at beginning of cycle...anyone confused yet?
Anyway...I asked them to cancel my contract and was told that I'd have to pay out my contract for the 23 months left (apparently I had agreed to another 24mth plan on $59 per month. I told the guy that I had been reassured in my last call and had names and numbers to confirm contact that my contract wouldn't be extended due to changing the cap amount. He apologised and in an uncomfortable manner told me that my original date of exit would still apply. Nice to catch them out occasionally...
Anyway, I have had many hours of discussing my issues with people from VF while extending the knowledge of their indian employees (informing the guy that no, I would not be going to Bondi Beach for xmas as I lived in QLD....)
I must admit that while I find my problems frustrating, they could be much worse. I am counting down the months til I can jump ship and eagerly awaiting my monthly calls to india via 1555... NOT
In my experience so far... document everything said and take any names and numbers you can get. Don't accept what customer care tell you as it always conflicts with the previous information provided (sometimes in the same conversation).
Be assertive and don't give in to their crap.
She suggested that if I changed to a $59 cap (which was actually $69 with $10 credit per month applied to the account...I won't hold my breath!) that my calls which I am complaining about would be included and I wouldn't get the big bills anymore. I reluctanly agreed after being assured that a recalculation of my bill meant that I wouldn't have to pay the outstanding $400. She told me that I can change back to my $49 per month cap at any time and that the end date of my contract would remain the same (ie. I wouldn't be entering into a new 24mth $59 cap plan).
All seemed good until the next month... I received another huge bill.
I called again and basically was told that I had to pay the balance of the bills and that the $59 plan started at my next billing cycle and also included extra as pro-rata for starting plan part way through the month....didn't they say I began $59 at beginning of cycle...anyone confused yet?
Anyway...I asked them to cancel my contract and was told that I'd have to pay out my contract for the 23 months left (apparently I had agreed to another 24mth plan on $59 per month. I told the guy that I had been reassured in my last call and had names and numbers to confirm contact that my contract wouldn't be extended due to changing the cap amount. He apologised and in an uncomfortable manner told me that my original date of exit would still apply. Nice to catch them out occasionally...
Anyway, I have had many hours of discussing my issues with people from VF while extending the knowledge of their indian employees (informing the guy that no, I would not be going to Bondi Beach for xmas as I lived in QLD....)
I must admit that while I find my problems frustrating, they could be much worse. I am counting down the months til I can jump ship and eagerly awaiting my monthly calls to india via 1555... NOT
In my experience so far... document everything said and take any names and numbers you can get. Don't accept what customer care tell you as it always conflicts with the previous information provided (sometimes in the same conversation).
Be assertive and don't give in to their crap.