Contract

[nickleongwy]

Hi,

I have just call 1555 (6.6.12) after realising I have overuse by 2gb of data last night (5.6.12).

I was told as a result my next bill will come to $570 + $59 (my cap). Thats nearly $630!

The guy on 1555 said Vodafone is prepared to credit/reduce my next bill by $200, meaning my next bill will be about $430.

I am aghast at the thought of paying $430 instead of the monthly $59 for overusing 2gb of data.

Can someone help.

I understand its my fault overusing my alocated 3gb of data but the penalty is excessive right?

Nick

[Bruno]

Hi nickleongwy,

nickleongwy wrote:

I have just call 1555 (6.6.12) after realising I have overuse by 2gb of data last night (5.6.12).

I was told as a result my next bill will come to $570 + $59 (my cap). Thats nearly $630!

The guy on 1555 said Vodafone is prepared to credit/reduce my next bill by $200, meaning my next bill will be about $430.

Excess charges outside of your plan inclusions can add up quickly, so we do everything we can to provide multiple ways to manage your usage and avoid extra costs.

Your first stop should always be My Vodafone, where you can track your data usage and see the remaining balances of your plan inclusions. From here, you can also make changes to your service to minimise the impacts of any excess usage. 

We offer a service called balance alerts, which will notify you once your bill reaches certain, pre-defined levels. You can enable balance alerts directly form My Vodafone. I've included a link to our website that explains balance alerts for you (probably a lot better than I can).

Because of the way that data sessions are charged (I've included a link to our support page that explains data charging for you here) balance alerts would have kicked in much earlier into your excess usage and let you know that your bill had reached a certain level.

We want to work with you to make sure that you're getting the most out of your plan, and the credit that you have been offered is certainly a step in the right direction.

The most important thing, is to make sure that your plan actually suits the way that you use your service. If you regularly use large amounts of data, you might be much better off on a plan with a larger data inclusion.

We also offer a range of data packs that give you a much more cost effective way to increase the amount of data on your current plan.

Please let me know if you have any other questions, or if there is anything else that I can help you with.

Cheers,

-Bruno.

[nickleongwy]

Hi Bruno,

Thanks for reply and advice.

I have actually installed apps to monitor and warn me about my data and phone usage after I went over the allocated data during the first few months.

On this particular occasion, I made the mistake of not keeping an eye on my usage when installing a pc game i bought that (I did not know then) requires updates. And the updates takes up 3gb of data. When I realise it, I called Vodafone immediately that night and asked a lady to bar any further usage.

I understand I will end up paying a penalty for the excess use of data but when I called up Vodafone the next day, I was told the excessive penalty for going over the limit by 2gb will be be$477 instead of $59.

Like I said, I dont mind being fined for my mistake but the penalty is just too much. I hope Vodafone can reduce the penalty.

Thanks agin.

[Bruno]

Hi nickleongwy,

nickleongwy wrote:

I have actually installed apps to monitor and warn me about my data and phone usage after I went over the allocated data during the first few months.

On this particular occasion, I made the mistake of not keeping an eye on my usage when installing a pc game i bought that (I did not know then) requires updates. And the updates takes up 3gb of data. When I realise it, I called Vodafone immediately that night and asked a lady to bar any further usage.

I understand I will end up paying a penalty for the excess use of data but when I called up Vodafone the next day, I was told the excessive penalty for going over the limit by 2gb will be be$477 instead of $59.

It sounds like you've taken some great steps to prevent any excess data charges in future. 

Data usage outside of your plan inclusions are charged at the standard rate of 25c per MB with minimum session of 50KB, as outlined in the terms and conditions of you plan.

As he excess usage charges that you've received are correct for the amount that you have exceeded your plan inclusions by., I cannot reduce them further for you. 

I've sent you a private message with my contact details, please let me know if you would like me to arrange the discount that you were previously offered.

If there is anything else that I can help you with, please let me know.

Cheers,

-Bruno.

[sshha]

Hi Bruno, 

Consider yourself some kind of lucky. I did the exact same thing, in fact, used less data, spoke to four people on the phone then emailed a customer service representative for four days and was offered a $100 discount IF i activated an internet upgrade pack. If not, he wouldn't do it for me. He blackmailed me into upgrading my net pack so I could get the discount. It's the way this untrustworthy company is. Hopefully somebody can help me out also. 

Goodluck. 

[Caitlin]

Hi sshha,

sshha wrote:

Consider yourself some kind of lucky. I did the exact same thing, in fact, used less data, spoke to four people on the phone then emailed a customer service representative for four days and was offered a $100 discount IF i activated an internet upgrade pack. If not, he wouldn't do it for me. He blackmailed me into upgrading my net pack so I could get the discount. It's the way this untrustworthy company is. Hopefully somebody can help me out also. 

We definitely don't want you to feel this way and we are more than happy to assist you. I can see that Dana has responded to you in another thread that you have posted in here and has also offered you her email contact details to further discuss your current situation.

Thanks,

Cait