Contract

[hyojinjamieyoo]

Hello,

this morning i recevied txt from 7018 saying that I have spent $163.23 due to the usage not covered by the plan allowance.

I was pretty shocked with this amount because yesterday when i checked on 1512 it showed me that I had $72 Excl Amt and within a day it increased to $210

I have called customer service which did not gave me any useful help other than asked me to wait till next week when

the payment detail arrives...but she did mention it would be possibly caused by the extra txt or phonecall

which I barely used since I already know that I have certain amount exceeded (but certainly not upto $200!)

I am on Business cap $49

and have 605MB Free GPRS left

and I check my balance through 1512 quite frequently

on 8th april showed me I had $70 Excl Amt

and 11th showed $72

and today it appears as $210

I do not understand where does $138 comes from...

(even though I am aware that details are updated within 48hrs)

this is my details of usage for last few days

please help me with this

Thanks for your help in advance....

Date Time Usage Type Number Called Call Duration Period Call Charge Charged Amount

12/04/2012	10:43:27	NA	Div to Voicemail	00:00:48	All Day	$0.00	$0.00
11/04/2012	10:02:40	PKT	Internet 120Kb	04:00:00	All Day	$0.03	$0.00
11/04/2012	02:02:36	PKT	Internet 1901Kb	08:00:02	All Day	$0.42	$0.00
10/04/2012	20:57:30	NA	Div to Voicemail	00:00:04	All Day	$0.00	$0.00
10/04/2012	18:02:34	PKT	Internet 14518Kb	08:00:01	All Day	$3.22	$0.00
10/04/2012	10:02:33	PKT	Internet 20179Kb	08:00:01	All Day	$4.48	$0.00
10/04/2012	09:20:40	V2O	{Mobile Number Removed}	00:00:26	All Day	$1.24	$1.24
10/04/2012	09:14:48	NA	Div to Voicemail	00:00:25	All Day	$0.00	$0.00
10/04/2012	02:02:32	PKT	Internet 5351Kb	08:00:01	All Day	$1.19	$0.00

[Cora]

Hi i have encountered the same problem as you. i received a msg from 7018 saying that i have incurred charges of $168.02 due to usage not covered by plan allowance. I called up the technical department and they told me they had technical difficulties from 11-16 march which was why they couldn't update my usage quota. This would mean that it is vodafone's own problem for not being able to update the usage bar because i did check my quota for that month and was absolutely sure i did not exceed. the supervisor said she could only give me a 50% waiver. But i still think this is ridiculous. it is not fair to charge us when the website said we did not exceed!

[hyojinjamieyoo]

why only 50%?

this is ridiculous.

they charged me triple times of what i had before

I cant pay for somehting that I know I did not use it and they cant charge us like this if they cant prove it,

funny thing is that

even my new bill cycle started today

excl amt is still showing and it is added onto it AGAIN!

[Bree]

Hey hyojinjamieyoo, 

---

hyojinjamieyoo wrote:

this morning i recevied txt from 7018 saying that I have spent $163.23 due to the usage not covered by the plan allowance.

I was pretty shocked with this amount because yesterday when i checked on 1512 it showed me that I had $72 Excl Amt and within a day it increased to $210

I can certainly understand that this would have come as a shock to you, but you have come to the right place and I would love to help  you get this issue resolved. 

---

hyojinjamieyoo wrote:

I have called customer service which did not gave me any useful help other than asked me to wait till next week when

the payment detail arrives...but she did mention it would be possibly caused by the extra txt or phonecall

which I barely used since I already know that I have certain amount exceeded (but certainly not upto $200!)

The customer care representative is correct is saying that it may be an extra text or phone call which could have used an amount of your excess charges, however we do need to confirm this before we jump to any conclusions. 

---

hyojinjamieyoo wrote:

I am on Business cap $49

and have 605MB Free GPRS left

and I check my balance through 1512 quite frequently

on 8th april showed me I had $70 Excl Amt

and 11th showed $72

and today it appears as $210

I do not understand where does $138 comes from...

(even though I am aware that details are updated within 48hrs)

The business cap that you are on includes 1.5gb of data, $550 worth of included value for calls and texts, unlimited  Vodafone to Vodafone and Vodafone to Three calls. 

Have you used your phone any differently this month than previous months? - This will allow us to see how your usage is being used.

Do use much data on your phone? If so what do you use your data for? 

I'd love to get this resolved for you.

Thanks,

Bree. 

[hyojinjamieyoo]

Thanks for the respond Bree,

to answer your question.........

Have you used your phone any differently this month than previous months? - This will allow us to see how your usage is being used.

- No I belive I used no different from other months. Since I signed the contract I used $550 mostly to call and text locally and I make some international calls which I believe mostly take up my credit as well as first $70 extra charges and that I can accept because last month similary I exceeded about $80

but since I knew I have been exceeded I regularly check through 1512 and Myvodafone

and I did not make any further international calls that could cost me extra $140 or so now which built up to $213 till now

I can not find any details that I used this amount on my usage detail.

Do use much data on your phone? If so what do you use your data for? 

- With the data I have never finished using it all.

Few things I do is google to read news article and facebook which I believe its free and even before this extra bill was charged I still had 600MB left to use which I checked through Myvodafone clearly showed me with graph bar.

but never download anything or used any mobile premium services that says on vodafone website.

Hope this helps to figure out the problem.

I look forward to hearing from you.

[hyojinjamieyoo]

Ok, so I double checked my usage detail through MyVodafone to calculate the amount I used especially on international calls

which I spent most for my credit and I suspected the date 11-16th March that Cora mentioned above

when Vodafone had technical issue and guess what I found.

the only international call I make is to only one number

and since my new bill cycle started on 13th this is what happened.

13/03/2012	09:13:45	IN	821088746260	00:01:01	All Day	$4.68	$0.00
13/03/2012	09:13:04	IN	821088746260	00:00:14	All Day	$2.50	$0.00

14/03/2012

19:56:35

IN

821088746260

00:44:38

All Day

$98.42

$98.42

15/03/2012

21:06:09

IN

821088746260

00:10:41

All Day

$24.30

$24.30

16/03/2012

11:53:43

IN

821088746260

00:00:18

All Day

$2.50

$2.50

17/03/2012 11:20:13 IN 821088746260 00:24:40 All Day $54.82 $0.00 18/03/2012 15:06:32 IN 821088746260 00:15:06 All Day $35.20 $0.00 18/03/2012 14:45:40 IN 821088746260 00:10:34 All Day $24.30 $0.00  As you can see, it did not charge me on 13th since it is spent under my $550 credit but on 14th to 16th the IN has been charged even though I still had my credit left. and after on 17th and 18th it is not charging me again. how is it possible when I am taking exactly the same action?for few months! could you please provide me with some resonable explanation about this? I am very unhappy about this situation since I am a loyal customer and I never made any excuse of Excl Amt that I used and I always paid my bills in time. But I can not pay something that was counted by the mistake of system and I know that I have been frequently double checked through the website and 1512 which did not noticed me in any way that was going under technical issue and charge me extra on the day i use. plus when I still had my credit left it charged me inbetween and notice it nearly month after? and it is not just international calls they charged me. the detail includes txt msg that i sent on same number on same day and one got charged but other did not. this is impossible. Please help me to sort out this issue or else I will need to contact with TIO for further resolution. Thank you

[James]

Hi again,

---

hyojinjamieyoo wrote:

Ok, so I double checked my usage detail through MyVodafone to calculate the amount I used especially on international calls

which I spent most for my credit and I suspected the date 11-16th March that Cora mentioned above

when Vodafone had technical issue and guess what I found.

The detail you have gone into regarding your findings is much appreciated, and I would like to now bring this conversation private to further review these charges from my end, so that we can come to an effective resolution for this issue.

I have sent you a PM with some instructions on how to send your information through to us, and you can access your PM's by clicking this link.

Kind Regards,

James.