Contract

[emilyjbak]

Ok, so I have noticed that my bill is over due by a major amount (thanks to Vodafone for not telling me) and of course my phone was barred. I understood and spoke to customer service that I was not able to send or make any calls or messages but people were able to contact me. I spoke with customer service and I had at least a month to pay at least half (that was 2 weeks ago) and just over this past week Vodafone has gone and blocked my phone completly. No one can call or send me messages. I am currently looking for work and I need my phone so people can at least contact me.

I have been with Vodafone for many years and just do not understand why they do that. There was no form of contact at all and they blocked me. I am also not able to transfer the money across to pay my bill as I need my phone to do so. I am over the way Vodafone treats their customers and when my contract is up, I will never use Vodafone again and will tell everyone else not to. I am unhappy with the service and the unexpected costs that came up with my bill.

Please someone get in contact with me as soon as possible.

[Madeleine]

Hi Emily,

emilyjbak wrote:

Ok, so I have noticed that my bill is over due by a major amount (thanks to Vodafone for not telling me) and of course my phone was barred. I understood and spoke to customer service that I was not able to send or make any calls or messages but people were able to contact me. I spoke with customer service and I had at least a month to pay at least half (that was 2 weeks ago) and just over this past week Vodafone has gone and blocked my phone completly. No one can call or send me messages. I am currently looking for work and I need my phone so people can at least contact me.

Thanks for taking the time to come to us with this. I'm more than happy to work with you to organise the re-connection of your service. We generally allow quite a reasonable amount of time for bills to be paid. You mentioned we never informed you that the bills were overdue? Were you not receiving your monthly invoice via email or post as normal? These can always be viewed via your My Vodafone account and the summaries can be accessed by calling or TXT-ing 1512 for free too.

emilyjbak wrote:

 I have been with Vodafone for many years and just do not understand why they do that. There was no form of contact at all and they blocked me. I am also not able to transfer the money across to pay my bill as I need my phone to do so. I am over the way Vodafone treats their customers and when my contract is up, I will never use Vodafone again and will tell everyone else not to. I am unhappy with the service and the unexpected costs that came up with my bill.

Please someone get in contact with me as soon as possible.

We certainly appreciate your loyalty to us and I apologise if you don't feel that we do. I hate that this incident may have tainted the way you see us and I really don't want to see you go. If it's okay with you, I'd like to have a closer look at your account to see what  payment arrangements were organised and also as to what I'll need to do to get your service back up and running for you today. I've sent you a Private Message with my contact details so I can verify some extra information with you.

I hope to hear back from you soon so that we can get this sorted out as quickly as possible.

Cheers, Madeleine

[emilyjbak]

My bills were overdue as I didnt have the money to pay Vodafone. Shouldn't there be a way when you reach your limit you get a call or at least a message letting you know that you are close to reaching your limit so then you dont have a huge surprise by the time the bill is due? I received my monthly bill, but just could not pay it. I was also given a wifi modem and the guy said it will cut off when I have reached my limit (That's what I asked for) and instead I was asked to pay an extra amount for extra usuage. 

I have sent an email with more information and hope to get this sorted out as soon as possible.

[Caitlin]

Hi Emily,

I appreciate a higher than expected bill can come as a shock. We have self serve options available to our customers, which makes checking up on your balances convenient and easy for you.

emilyjbak wrote:

My bills were overdue as I didnt have the money to pay Vodafone. Shouldn't there be a way when you reach your limit you get a call or at least a message letting you know that you are close to reaching your limit so then you dont have a huge surprise by the time the bill is due? 

Sending a free blank text/free calling will let you know your current balances for the month. You can also check your balances and what you've used your services for by logging into your My Vodafone account here. We also have a great My Vodafone application available to Android and Apple devices which allows you to check your balances on the the go. The great thing about My Vodafone is that you view you bills online at anytime and let you know when your bill is due. You can also set up bill notification, which sends you a text when you bill is ready view. You can set this up through you My Vodafone account under "Bill and Payment" and selecting "Get email bill", tick the "Text me on" box and then entering your mobile number.

You can also set up balances alerts on your service to notify you once your account has reached $100, $150 and then $200 or once your account has reached $200, $250 and then $300. You can also set this up through you My Vodafone account under "Submit a request" and selecting "Balance Alerts". From there you'll just need to select when you'd like to be notified and submit the request.

I can confirm with you that we have received your email and is currently being responded to.

Thanks,

Cait