Contract

[Joel1749]

Good afternoon,

I am writing regarding not only very poor customer service and the way in which I have been dealt with by Vodafone, but also the lack of communication between customers and the company.

Firstly, I have been contracted with Vodafone for the last 5 years, at times with 3 devices contracted at once (2 mobile phone & broadband internet) and can only imagine the amount of money I have spent throughout the years. To be dealt this latest blow from Vodafone troubles me immensly.

This complaint is regarding my broadband account (Account number: [personal detail removed])

In July, 2010 I travelled to Singapore on business and took my broadband internet with me, along with my business internet mobile device. I connected my personal mobile USB to surf the internet. Two days later my service was disconnected, but having my other mobile USB through the business, I used this instead.

When I arrived back in Australia later in July, not once was I ever contacted regarding the suspension of my services and to be honest, it didn't worry me as I was working from my alternative. As months went by, not once did anyone send me a text, or try to call my mobile phone regarding the suspension of the account, therefore, I did not pay a cent from then on, as I don't believe that I should pay for service that I have not been receiving since it was suspended in July.

To my surprise the first I heard of this issue was from a debt collector who called my mobile phone to advise they were chasing $2,232.70 for Vodafone. As you can imagine, I was taken back by this and it has now become a very large issue as this is now effecting my credit rating.

My main concern with this is that Vodafone, should have at least called me or advised me of; 1, that my account had been suspended and 2, the very high, excessive usage charges on my account. How is it that a credit company can track me down using my mobile phone number, but Vodafone can not, even when my telephone contract is with the same company?

This complete lack of general customer service was accompanied by a complete lack of care and ignorance from a "floor manager" on the phone who originally attempted to tell me that Vodafone "calls and sms's customers once their limit has been exceeded" when I advised this gentleman that this was "definitely not the case" he then asked me to hold the line. Minutes passed and when he arrived back on the phone he said "we sent you letters". What a complete and utter waste of time. With my work, my address changes constantly and while this gentleman advised that it is policy to "call and/or sms" that policy changed very quickly when he realised I had not been contacted AT ALL.

I would like someone to look at this very seriously as I feel a duty of care has been breached on behalf of Vodafone. The duty of care that I believe to have been breached is to;1, at least call their customers when a service is suspended and 2, at least advise customers that their account has exceeded an amount (possibly $500), not let it reach over $2,000 and the first they find out about it, is through a debt collector.

I look forward to your response.

Kind Regards,

Joel Gordon

[PaulBird]

Customer service is abysmal. How long does it take for one of your stores to call a customer back? Been waiting around 36 hours now!

[Maddie]

Hi Joel, 

Joel1749 wrote: In July, 2010 I travelled to Singapore on business and took my broadband internet with me, along with my business internet mobile device. I connected my personal mobile USB to surf the internet. Two days later my service was disconnected, but having my other mobile USB through the business, I used this instead.

When I arrived back in Australia later in July, not once was I ever contacted regarding the suspension of my services and to be honest, it didn't worry me as I was working from my alternative. As months went by, not once did anyone send me a text, or try to call my mobile phone regarding the suspension of the account, therefore, I did not pay a cent from then on, as I don't believe that I should pay for service that I have not been receiving since it was suspended in July.

I can imagine the situation you've found yourself in with the unpaid invoice, must be very frustrating. Good news though I'm here to help, so lets take a look into this issue and find the best solution for you. 

Before you went away to Singapore did you contact us to activate roaming or did you do this through My Vodafone? 

A bar can be placed on your account at anytime for account related reasons including but not excluding an overdue account and high unbilled charges. We try to ensure all of our customer are aware of the barring by sending them a TXT. 

It sound like a bar may have been placed on your account for unbilled charges but without investigating your account I can't be certain. The quickest way to lift barring is to call 1555 from a Vodafone mobile or 1300 650 410 from any other number. 

Joel1749 wrote: To my surprise the first I heard of this issue was from a debt collector who called my mobile phone to advise they were chasing $2,232.70 for Vodafone. As you can imagine, I was taken back by this and it has now become a very large issue as this is now effecting my credit rating.

My main concern with this is that Vodafone, should have at least called me or advised me of; 1, that my account had been suspended and 2, the very high, excessive usage charges on my account. How is it that a credit company can track me down using my mobile phone number, but Vodafone can not, even when my telephone contract is with the same company?

This definitely isn't an experience I would want any of our customers to have and the issue you've raised will require me to look into your account, to check what course of action was taken. 

To do this I'll need to move our conversation to email, as I'll need to confirm some personal details with you before accessing your account and this can't be done publicly. 

I've sent you a personal message advising how and what information to send through. You can access this message by clicking here. 

Joel1749 wrote: I would like someone to look at this very seriously as I feel a duty of care has been breached on behalf of Vodafone. 

It's disappointing to hear this hasn't yet been resolved and I'll definitely work with you to get to the bottom of this, as quickly as possible. I look forward to your email and having this sorted. 

Thanks, 

Maddie 

[Maddie]

Hi Paul, 

PaulBird wrote: Customer service is abysmal. How long does it take for one of your stores to call a customer back? Been waiting around 36 hours now!

Waiting for a call is never fun and I apologise for the delay in my colleagues getting back to you. May I ask; what is your call back related to? I can certainly help you with any queries or issues you may be facing, if you like?

I would love the chance to turn your experience around and I look forward to your reply. 

Thanks, 

Maddie

[sallyq]

Edited by moderator:  The contents of this post have been removed for not following Community guidelines.
If this is your post, the contents aren’t lost, but hidden. Feel free to read over the guidelines, and edit your post with the post options on the right.

[itsmoe]

Hi Sallyp,

I totally understand your frustration, I myself had some really bad experience with Vodafone India, generally Vodafone Australia are a lot nicer and capable of understanding and communicating thing through in a well manner.

I would suggest you always have a reference to any call you make or receive from Vodafone, as this will be an evidence towards your case. If this presists, then I would suggest you take it up with the TIO. Once again if your case if not strong enough then just let these guys here try do their best to assist. They are very nice and helpful and hopefully will be ablel to assist you further.

I hope you get this sorted out as soon as possible.