Contract

[aaapril_]

Hi, I've been having the same problem too. I have $30 of credit and 50mb of data left to use, but when I checked myVodafone app, I saw that I have $1.50 extra usage. I'm a new customer to Vodafone. Can you explain what is not included in my $29 plan? Also, I used balance alerts at $100, but so far, I haven't recieved any messages. Please answer so I know. Thanks.

[Caitlin]

Hi aaapril_,

aaapril_ wrote:

Hi, I've been having the same problem too. I have $30 of credit and 50mb of data left to use, but when I checked myVodafone app, I saw that I have $1.50 extra usage. 

Services such as premium texting, Vodafone Central content downloads and international roaming are not covered by your plan. Any exceeded data is also charged at 25c per MB with minimum session of 50KB. You can see more about your plan details here. Have you recently sent a text to a premimum number (for example, a voting line)? 

aaapril_ wrote:

Also, I used balance alerts at $100, but so far, I haven't recieved any messages. Please answer so I know. Thanks.

Balance alerts will notify you if you have exceeded your included monthly value. When your spend for the month reaches $100 you will be notified via text, and again at $150 and $200. 

Thanks,

Cait

[lalala36]

Hello I've also been having the same problem. I have about 711 dollars worth of credit left to use and also 1200 mb left of Internet data left to use. And somehow I randomly got an extra usage charge of 417.55 dollars! I am extremely shocked as to how and why I have accumulated such a high amount of fees when I have many data and credits left to use. Can someone please help me ? I have read the above posts and I have not used premium services, international roaming etc. how can I get rid of this ?

[Bree]

Hey lalala36,

---

lalala36 wrote:
Hello I've also been having the same problem. I have about 711 dollars worth of credit left to use and also 1200 mb left of Internet data left to use. And somehow I randomly got an extra usage charge of 417.55 dollars! I am extremely shocked as to how and why I have accumulated such a high amount of fees when I have many data and credits left to use. Can someone please help me ? I have read the above posts and I have not used premium services, international roaming etc. how can I get rid of this ?

---

I can certainly understand where you are coming from! I would love to clear this up for you.

Can you please let me know if you're seeing these charges on your My Vodafone account or on your actual bill. If you're looking at your bill on Page 2 there will be a break down of the charges, and you will be able to see what the charge is for.

Your usage details through My Vodafone will show what you would have been charged, then what you were actually charged. So your usage details for data should look something like this:

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

xxxx       xxx             Voice              XXXXXXXXXX                   xxx                        All Day              $xxx.xx                   $xxx.xx

As an example you may see a charge of $5.00 under Call Charge. If this is data is free under your cap it will show $0.00 under Charged Amount.

Only once you've started to go over your data allowance should you see an amount under Charged Amount. The important section to look at is the charged column. 

Can you please let me know if this is not the case and I would be most happy to look into this further for you.

Thank you,

Bree.

[lalala36]

hi this is definitely not the case, as i have many data left to use and i have no even overused my limit.

thank you.

[Madeleine]

Hi Lalala36,

lalala36 wrote:

hi this is definitely not the case, as i have many data left to use and i have no even overused my limit.

thank you.

Thanks for clarifying this with us. Are you able to let me know where abouts you are seeing this additional charge? Is it in your My Vodafone account? Or has the invoice already been generated and you're seeing it on your bill?

lalala36 wrote:

 I have about 711 dollars worth of credit left to use and also 1200 mb left of Internet data left to use. And somehow I randomly got an extra usage charge of 417.55 dollars! I am extremely shocked as to how and why I have accumulated such a high amount of fees when I have many data and credits left to use. I have not used premium services, international roaming etc. how can I get rid of this?

$417.55 is a considerable amount to be charged extra and I can completely understand why you're concerned. The best way for me to be able to determine exactly where these charges are coming from is to take a look at your account myself. From there we can continue to work together to find the most effective way of ensuring this doesn't happen again.

What I'd like to do if it's okay with you, is to invite you into our email inbox. From here I can verify the necessary details so I can access your account. I've sent you a Private Message here with my contact information.

I look forward to your response so that we can get this resolved.

Cheers, Madeleine

[lalala36]

somehow i cannot open the link because it says "Sorry, you do not have sufficient privileges for that action." 

[Nick]

Hey Lalala36,

lalala36 wrote:

somehow i cannot open the link because it says "Sorry, you do not have sufficient privileges for that action."

I apologise for any confusion.

Can you please send an email to online.help@vodafone.com.au with 596CMBGI in the subject. Please ensure you include the information listed in our email guide, which will help us look in to this for you as quickly as possible.

Cheers,

Nick

[brentjair]

Hey there,
I seem to have the same problem. Today I logged into myvodafone and to my shock I have $259.59 of extra usage charges! And yet apparently, I still have 628mb worth of included data left! So where the heck has this come from?! What is extra usage?? And isn't Vodafone supposed to notify me if my data is running out?!

[brentjair]

So could someone help me??? Cause I'm really stressin here :/