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

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1405 Someone from NSW thinks vodafone is Sticking pins in eyes FAIL at 22 Dec 2010 01:14:23 PM
I had been trying for over a month and half to switch my work account to a personal account after being made redundant from my job. Every time I contacted the number they gave me they would ask for the employer's PIN number. I told them over and over I didn't work there and then eventually I had to call my old work and ask them to get involved. After numerous emails I was told I was authorised to switch to my own account and I had to call the Direct Deals people. After an hour and a half waiting I was cut off. I called back and waited a further 50 mins only to be told by the indian call centre that I didn't have the right number. I asked him for the correct number and he then proceeded to read back the number I had just called on. In the end he said he couldn't help me and transferred me to another department in Australia where I sat on hold for a further 40 mins. When I finally got through I was then told it wasn't authorised and having gone through the story for the umpteenth time I was told they couldn't do anything without the authorisation.

So, I decided to go into a store and see a real person.....what a waste of time that was. When I got to the store, went through my story, the representative asked me for the PIN NUMBER!!! After saying I didn't have this number he said I would have to contact Direct Deals and that I could use their phone. I sat in their store for 40 mins until I finally cracked. I ask the Gen Y representative if I could see his manager and he flat out refused. He said the manager was too busy. I stormed out of the store absolutely furious.

To cut a long story short, I finally got onto someone and he was quite apologetic. I told him I didn't want to continue with Vodafone and asked what I needed to do to move across to Optus. He pleaded with me to "give Vodafone a second chance" and that he will give me a free month on the infinite plan. I said to him that I was wary signing up to another contract as if I wasn't happy with the service I would want out. He said it was fine and that I would be allowed to leave if I wasn't happy after the first free month.

I've been with them for one week and none of my email or internet is working. I contacted Wilbur and he sent me a (almost) computerised response saying it wasn't his department and that he couldn't help!!!

Just after I emailed him, I was then sent bill for $46.90 which was the period 15th Dec - 16th Dec. ONE DAY! I sent it to Wilbur who has reluctantly credited the account but how or why they did it is beyond me. There was no explanation.

I've got Optus taking over the account now and there will be hell to pay if they tell me I can't cancel or try and charge me a fee. I will be going to the TIO if this happens.

I've wasted so much of my time with Vodafone. It astounds me how one company can be so shit.

22 Dec 2010 05:17:14 PM: So basically you wanted a number that was in someone elses name to be transferred to your name, but you didn't have the approprite authorisation (ie Transfer of Title form) or the PIN number for said account, and your complain is Vodafone didn't just hand it over? You do realise that it would be illegal for them to do that right?
22 Dec 2010 06:49:20 PM: it was in his name, he said it was his work account.
22 Dec 2010 06:57:54 PM: If it was his work account he still needs the permission. Also the way the system shows the account, it couldn't be in both his name and a companies billing account. He could have 3rd party access to it, but when it comes to porting it out the billing account owner is the one that needs to grant permission for it to be transferred.
22 Dec 2010 08:03:13 PM: Your bill was $46.90 because Vodafone charges you a prorated charge for 15th to 16th December (16th being you billing cycle each month) as well as your next months bill. so that is $1.90 for 15th - 16th December and then $45 for 17th Dec - 16th Jan. Thats all outlined in the contract if you read it correctly when you signed up. This is the case for every customer.
23 Dec 2010 07:09:36 AM: Firstly the staff member followed the correct procedure if they did give you access to the account without the pin that would be breaching way to many privacy laws to mention its like me accessing your bank account by just having your bank card and no pin. It just cant happen and your a fool to think that cause you want something you are just going to get it without following the correct procedure. This leads me onto the 2nd point the process that you wanted to undertake is called a transfer of title and there actually quite a simple process when done properly all it involves is your previous employer filling out the cover page of a document and you filling out the rest. THis document is then faxed off and within 5-10 business days also as long as u pass the credit check the account will be in your name on a month 2 month contract from where u can upgrade or port out as u see fit. And yes a transfer authorisation is needed to be placed on the account before any action can be taken which is an actual system requirement not just u being palmed around. SO all in all if the correct procedures were followed you wouldnt have had this issue. But hey enjoy optus....
4 Jan 2011 08:38:46 AM: Ok firstly, the number is in my name and my work paid for the account. Secondly, my previous employer sent numerous emails AND a fax on company letterhead to Vodafone asking them to transfer the title. They received an email from Vodafone saying it was authorised and ready to go.

Lastly, after all the time and pain caused, I was promised by the Vodafone representative that they would give me my first month, as a personal account holder, free of charge. A couple of days later I receive a bill for $46.90. So, can you now explain why I have been charged after I have an email from the Vodafone rep explaining exactly what I would be receiving?

So, whoever you are commenting on my compaint (I'm assuming you work for Vodafone) perhaps you should just for more details before passing on your comments.

It only reinforces to me how badly Vodafone treat their customers and how they will use nastiness and bullish tactics to intimidate their customers. Believe me, I am enjoying Optus so much right now it hurts.

The question I ask you is, how does it feel to walk into your thankless job all day and get receive complaint after complaint?