Contract

[kuenza]

I am on 12 month contract Apple I phone 4 and $49 cap. I had to call customer care services many times and still I need to call them because things just do not get solved.

I received an sms alert saying that my balance is less than $ 100 on Sept 9, and I was kind of shocked because I did not use my phone much. I checked my online spend and entilements on Sept 11 and I had $308 remaining. Usage details could not be viewed, there was error. I called an automatic balance inquiry from the phone and it said I had $ 308 remaining.  I then called the customer care (billing and accounts), he told me my actual balance at that time (which is on Spet 11) was over $280. He did not have the answer for why I was sent the false sms reminder.

I checked my usage details and spend and entitlements on Sept 12 (today). In the usage I have used about $213 but in the spend and entitlement it said my anytime dollar is $39.06 remaining of 450. Now this was shocking and I called up the customer service (billing and account) immediately, he said my actual balance is $266 something and explained about dollar 450 bundle and dollar 50 bundle blah blah, which was never explained before. He said I can sitll use my whole balance and I won't be charged extra. Could somebody explain this? Having to call vodafone every month and every now and then, I am getting frustrated.

IDD is still visible on my spend and entitlement page. I cancelled this at the end of first month since talk international did not include the country I wanted to call. Customer care people say that it is still there. I even received an sms saying that it is cancelled but it seems to be still there. Now why are these things still there? I did not pay for IDD last month and I am not going to pay if they ask me to. Do any other people have the same problem?

[Nick]

Hi kuenza,

I understand it can  be frustrating when you get conflicting information. I can help to clear things up.

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kuenza wrote:

I am on 12 month contract Apple I phone 4 and $49 cap. I had to call customer care services many times and still I need to call them because things just do not get solved.

When did you start you contract? I'm just interested to know if you've received any bills yet, and if these bills reflect all the correct plan information? 

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kuenza wrote: 

I received an sms alert saying that my balance is less than $ 100 on Sept 9, and I was kind of shocked because I did not use my phone much. I checked my online spend and entilements on Sept 11 and I had $308 remaining. Usage details could not be viewed, there was error. I called an automatic balance inquiry from the phone and it said I had $ 308 remaining.  I then called the customer care (billing and accounts), he told me my actual balance at that time (which is on Spet 11) was over $280. He did not have the answer for why I was sent the false sms reminder.

How do you generally check your balance? You can check it via My Vodafone, by calling or sending a blank TXT to 1512, or you can check it through your handset using Vodafone Central. Do these different methods of retrieving your balance give conflicting information?

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kuenza wrote:

IDD is still visible on my spend and entitlement page. I cancelled this at the end of first month since talk international did not include the country I wanted to call. Customer care people say that it is still there. I even received an sms saying that it is cancelled but it seems to be still there. Now why are these things still there? I did not pay for IDD last month and I am not going to pay if they ask me to. Do any other people have the same problem?

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Do you mean IDD is active, or that there is a pack added to your account that gives you extra credit for international calls each month? IDD stands for International Direct Dialling. Having this active on your account simply allows you to make calls to overseas from your handset. You will only be charged additionally if you make international calls. You won't be charged extra for having IDD active. Does this clear things up? If you do have a pack that should have been cencelled, let me know!

Please let me know. Once I have a little more information, I can help you solve this issue.

Thanks,
Nick 

[kuenza]

Hi Nick,

I signed the contract on 14/07/2011 for $49 cap for 12 month, and also $10 mobile broadband bundled.  I also activated $10 IDD. The first month bill, I did not have any problem. Before the end of the first month period I called up customer service to cancel IDD.

The second month bill reflected IDD and some extrausage both from phone and mobile broadband. I called the billing section and they told me, they will charge me $10 less. I am not at all using mobile broadband now fearing that somehow I will be charged extra. I am just keeping it off.

I check my balance online using myvodafone as I have said earlier. I usually see the usage detail and the spend and entitlment bars, so that I know how much I can use. Inconsistency began after receiving an sms reminder on 9th Sept. There is always a conflicting information between what I see online and the customer care service personnel.

Regarding the IDD, I paid $10 extra in the first month for 100 minutes talk international package and I requested to cancel it from the subsequent month. But I understand that my $49 cap which gives me $500 also include international  calls. Does it not? The plan said it does.

After cancnelling IDD I am not entitled for 100 minutes talk international (IDD) and it should not come on my entitlement bars, since it comes active in my spend and entitlement bars it is totally misleading. Logically it should not be there in my spend and entitlement, and I was told earlier in one of the conversations with your customer care service that it will disappear within 24 hours but it has not. 

You said I won't be charged if I do not make international calls. I do not understand this. Am I not allowed to make international calls from the $49 cap?

I am totally confused and frustrated with recent developments;  my balance was reduced to $39 from $308 overnight but the usage details says I have used $213. When I called the customer service they said it is broken into two bundles; 450 and 50, which is totally a new development. It was not broken like that in the previous two months.  I know people working in the customer service are paid by the vodafone but for me to call everytime to clarify things and talking to different persons who give me 10 different reasons which do not convince me,  its too tiresome. God help me please.

[Nick]

Hey kuenza,

Thanks for your detailed post. I can see you spent a bit of time, making sure to include all relevant information. Much appreciated!

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kuenza wrote:

I check my balance online using myvodafone as I have said earlier. I usually see the usage detail and the spend and entitlment bars, so that I know how much I can use. Inconsistency began after receiving an sms reminder on 9th Sept. There is always a conflicting information between what I see online and the customer care service personnel.

We are currently aware of an issue with MyVodafone that has been  affecting some customers. This could very well be the reason you're balance and entitlements section is not displaying correctly. We are working on fixing this as quickly as possible, and hopefully, this will also resolve your issue. If it does not, let us know, and we can explore other options as to why it isn't working properly.

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kuenza wrote:

But I understand that my $49 cap which gives me $500 also include international  calls. Does it not? The plan said it does.

I can confirm that you can use choose to use any or all of your monthly credit under your cap, towards international calls. Be aware though, this monthly cap is divided between all your calls and TXTs- there is no separate allowance for international calls.

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kuenza wrote:

Hi Nick,

After cancnelling IDD I am not entitled for 100 minutes talk international (IDD) and it should not come on my entitlement bars, since it comes active in my spend and entitlement bars it is totally misleading. Logically it should not be there in my spend and entitlement, and I was told earlier in one of the conversations with your customer care service that it will disappear within 24 hours but it has not. 

I will send you a PM with my contact detail. Once I receive an email from you, I will be able to access your account and see why this IDD pack is still showing on your account.

Look forward to hearing from you.

Thanks,
Nick
 

[kuenza]

Hi Nick,

Thanks for your effort to clarify things. I just loged in and checked my balance online using the myvodafone. In my spend and entitlements, they have corrected my anytimedollar balance, it now reads that I have $300.12 remaining of $500.00. I also made a call from my mobile and checked the balance over the phone, it was same as shown on the online spend and entitlement. I have asked for an SMS and I have got it for record. Hopefully there will be no problem in that in future.

However IDD is still active on my spend and entitlements, and balance check over the phone also says that I have 100 minutes of international talktime. So Nick, is there any way that you can help get  rid of the IDD thing from my spend and entitlement? Hope they will not ask me to pay for it.

Thanks

[Nick]

Hey kuenza,

Great to hear that your balance issue is sorted out now.

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kuenza wrote:

However IDD is still active on my spend and entitlements, and balance check over the phone also says that I have 100 minutes of international talktime. So Nick, is there any way that you can help get  rid of the IDD thing from my spend and entitlement? Hope they will not ask me to pay for it.

 You should be able to remove packs from your account through My Vodafone, under the Value Packs section.

Let me know how you go with  this. If you're still having difficulties, I can assist further from there.

Have a wonderful weekend.

Thanks,
Nick 

[kuenza]

Hey Nick,

There is no Value Pack Section on Myvodafone. Could you be specific please in your instructions. It doesn't come even with a search.

Thanks

Kuenza

[Nick]

Ahoy there keunza,

I've sent you a PM with my contact details. You can find your PM inbox, by clicking here. Once I've received an email from you, I will be able to access your account and sort this our for you.

Look forward to yer email.

Thanks,
Nick

 

[kuenza]

Hi Nick,

The other day I read and tried to email you using the vodafonecommunity account here but it said there is no such user as online.help@voda....

However I would like to tell you that since this morning, IDD bar has been removed from my spend and entitlement. So I hope it is is corrected now. I am yet to recieve the bill. I will post in here if there are arise any problems in the future.

Thank you

Have a nice day.

Kuenza

[Caitlin]

Hi Kuenza,

kuenza wrote:

The other day I read and tried to email you using the vodafonecommunity account here but it said there is no such user as online.help@voda....

The email address provided by Nick is for you to email us on your private email address as we require personal information to access your account.

kuenza wrote:

However I would like to tell you that since this morning, IDD bar has been removed from my spend and entitlement. So I hope it is is corrected now. I am yet to recieve the bill. I will post in here if there are arise any problems in the future.

It's great to hear that the IDD bar has been removed from your spend and entitlements page - let's hope this is all corrected for you! 

Please let us know if any further problems do occur, we'd be happy to assist.

Thanks,
Cait