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) |
13346 Someone from NSW thinks vodafone is absolutely epic fail at 21 Jan 2011 07:44:36 AM
I've always had issues with VF billing but the experience of my mate just made my blood boil and I took it to the ombudsmen because she was 8.5 months pregnant & was over the stress. She had been in tears for over 8 months to VF over her account which she paid, then a week later was cut off. When she called they told her it was in arrears. she set up a payment plan, paid it off over a month and was told everything was clear & she was in credit. A week later her services were barred & her account was in arrears again.
VF said she would have to pay for "iphone charges" when she asked what the charges were they couldnt provide an answer & she said she wasn't paying anything until she recevied an invoice, which she had opted to pay extra for to be posted out. after terminating the call she received a call from an irate woman asking why her service had been barred, when my friend said why are u calling me the woman responded 'i called customer care'. VF had transfered calls from the public to my mates phone! when my mate told VF they appologised & my mate said 'hello invasion of privacy' they said 'they had recitifed the issue there was nothing more they could do' she said 'you could unbar my services for a start' they refused.
a month later she had not recieved any posted bills so called VF. they told her they had been posted confirmed addresses and contact details. everything was correct. still nothing arrived.
She called again and VF said they had emailed them to her (despite them cutting off her account which included internet & telling her previously that they had been posted) when she said 'i pay extra to have them posted to me i called last month i was told they were posted now you're saying they're emailed to my account that i cant access' they said 'would you like to pay the outstanding amount today?' she said 'no! i want to look at my bill to know what i am paying for because i paid it all off i was told and a week later it was barred and in arrears again'. they said 'we'll post it out and a charge of $5' she said 'no you wont because i selected to pay the extra $2 to have it posted out.'
A month later she received details from a debt collection agency in regards to recovering the arrears on behalf of VF. VF had passed on her address details, partners number (his number is not with VF! so how did they have it?!) and her prepaid account number with another service provider which she was forced to buy as she was due to go into labour any day & had no access to call the outside world.
the debt collection agency called her a week later with their demands, forcing my mate into a state of despair and distress where she said again that she would pay the amount if it's right but that she 'has a right to look at my own invoices! which have still not been posted to me months later'
My mate rung me and asked if i could follow it up for her because it was casuing her so much distress that VF would now not even discuss sending her outstanding invoices because 'the matter was now with a debt collection agency' according to VF CSR.
I called & discussed with a supervisor who said that she would send the last 6 months out, confirmed address etc & I said that it was a gross breech of privacy not to inform my mate that her details had been passed on to an 3rd party. 3 weeks later nothing had arrive in the mail.
I suggested that she lodge a complaint with the ombudsmen which she did & a week later someone from VF called her saying it was an error on VF behalf that they would send out documentation stating it was an error & her service would not be barred as long as she payed the $300 still outstanding! when she asked why she still had not received an invoice and how she would know what the error was but they would "wave the other amounts". My mates account was reactivated a week before she went into labour, with a promise to send out the details and invoices. That was in December. Now into the 2nd last week of Jan 2011 still nothing has been sent. It is a total joke and VF are still expecting my mate to pay $300 for charges she has no idea where they have come from because they cant get their act together to post out invoices.
VF said she would have to pay for "iphone charges" when she asked what the charges were they couldnt provide an answer & she said she wasn't paying anything until she recevied an invoice, which she had opted to pay extra for to be posted out. after terminating the call she received a call from an irate woman asking why her service had been barred, when my friend said why are u calling me the woman responded 'i called customer care'. VF had transfered calls from the public to my mates phone! when my mate told VF they appologised & my mate said 'hello invasion of privacy' they said 'they had recitifed the issue there was nothing more they could do' she said 'you could unbar my services for a start' they refused.
a month later she had not recieved any posted bills so called VF. they told her they had been posted confirmed addresses and contact details. everything was correct. still nothing arrived.
She called again and VF said they had emailed them to her (despite them cutting off her account which included internet & telling her previously that they had been posted) when she said 'i pay extra to have them posted to me i called last month i was told they were posted now you're saying they're emailed to my account that i cant access' they said 'would you like to pay the outstanding amount today?' she said 'no! i want to look at my bill to know what i am paying for because i paid it all off i was told and a week later it was barred and in arrears again'. they said 'we'll post it out and a charge of $5' she said 'no you wont because i selected to pay the extra $2 to have it posted out.'
A month later she received details from a debt collection agency in regards to recovering the arrears on behalf of VF. VF had passed on her address details, partners number (his number is not with VF! so how did they have it?!) and her prepaid account number with another service provider which she was forced to buy as she was due to go into labour any day & had no access to call the outside world.
the debt collection agency called her a week later with their demands, forcing my mate into a state of despair and distress where she said again that she would pay the amount if it's right but that she 'has a right to look at my own invoices! which have still not been posted to me months later'
My mate rung me and asked if i could follow it up for her because it was casuing her so much distress that VF would now not even discuss sending her outstanding invoices because 'the matter was now with a debt collection agency' according to VF CSR.
I called & discussed with a supervisor who said that she would send the last 6 months out, confirmed address etc & I said that it was a gross breech of privacy not to inform my mate that her details had been passed on to an 3rd party. 3 weeks later nothing had arrive in the mail.
I suggested that she lodge a complaint with the ombudsmen which she did & a week later someone from VF called her saying it was an error on VF behalf that they would send out documentation stating it was an error & her service would not be barred as long as she payed the $300 still outstanding! when she asked why she still had not received an invoice and how she would know what the error was but they would "wave the other amounts". My mates account was reactivated a week before she went into labour, with a promise to send out the details and invoices. That was in December. Now into the 2nd last week of Jan 2011 still nothing has been sent. It is a total joke and VF are still expecting my mate to pay $300 for charges she has no idea where they have come from because they cant get their act together to post out invoices.