Contract

[Elizabeth]

Hello,

I have ported onto another carrier after my contract ended at the end of July. I am getting bills with a $9.35 credit. How do I go about getting this credit amount and end the "bills"?

Thank you.

[jcr]

I'm trying to have my postpaid cancelled also. On the phone right now, but all they want to do is promise me the world. Next 2 months are free, then next 3 months free with the possibility of an Apple iphone. I don't want an iphone!!!!!!!! 

Then they come back with the offer of a Galaxy, on a cheaper plan, not the $48.99 plan i'm currently on but a $35.00 plan with the same benifits. Then they tell me that the phone I purchased from them is no longer compatiable to the network.

Then they state that the area of Sydney I live in is to be soon updated, maybe!!!! 

The first LG phone that I had on the plan had "software problems", calls kept dropping out, I was missing my customers calls. When I asked about it being fixed Vodafone informed me that I would have to drop my phone in to be repaired, over 2-4 weeks, and purchase or find another phone for that time period. Hey...didn't I buy a phone on a plan, a phone that doesn't work, within a contract that I was paying...why do I have to find another phone? The original phone is busted, I have a contract, give me another phone! No, Vodafone says buy yet another phone, I do because I need it for work and now i'm told it too is not compatiable. Way to go Vodafone. Try to cancel my ongoing postpaid, which is sent to me via email, no luck, Vodafone just hung up!!!!!!!!!!!!!!!!!!!

[James · Accepted solution]

Hi Elizabeth,

Elizabeth wrote:

I have ported onto another carrier after my contract ended at the end of July. I am getting bills with a $9.35 credit. How do I go about getting this credit amount and end the "bills"?

It's unfortunate to see you're no longer with us as a customer. If you've got some credit on your bill that you're looking to get back, I'd be happy to help organise this through email.

So I can do that, I've sent you a PM with instructions on how to send your info through to me, and you can access that by clicking here. Once I receive your email, I'll check your invoice and return any credits that are remaining.

If you've got any other questions, please let me know.

Kind Regards,

James. 

[James]

Hi jcr,

jcr wrote:

 Then they state that the area of Sydney I live in is to be soon updated, maybe!!!! 

Sounds as though you're not having a great customer service experience with us, and certainly not the one we'd hope you would have. We aim to provide the highest level of customer support, whether you contact our phone support, head into a store or speak to us on a social media channel, such as this one. I don't want to see you cancel your service, and I'd love the opportunity to provide a fix for the issues that you're having.

We want you to be confident in the information we're giving to you about our network and the upgrades that are taking place. I can bring up a list of pending upgrades in your area, and to do that I'm going to need your postcode and the name of your suburb. I addition to that, I'll check the strength of the coverage in your suburb so I can give you an idea of the reception strength you should be expecting, and if there are any current outages affecting your level of service. This is a crucial part of the troubleshooting process for me, partially so I can gather as much knowledge as a I can about your service and suburb, and to help me identify why your service is performing correctly.

jcr wrote:

No, Vodafone says buy yet another phone, I do because I need it for work and now i'm told it too is not compatiable. Way to go Vodafone. Try to cancel my ongoing postpaid, which is sent to me via email, no luck, Vodafone just hung up!!!!!!!!!!!!!!!!!!!

Your phones bandwidth compatibility is super important and a vital part of receiving a having reliable network performance. Which handset are you currently using? All of our most recent handsets are compatible with both our 850Mhz and 2100Mhz signal, but if you're using a device that only works off one signal (Which may not be available in your suburb), you may not get a solid and consistent service. When you move to other suburbs or towns, do you find the performance of your handset changes, or does it largely remain the same? If there's a particular suburb where you find the signal is great,  feed back the suburb and postcode to me so I can compare it to your residential area.

We don't want you to go to a huge expense to have a good experience with us and the current handset you've got. I'm looking forward to receiving your answers and checking your coverage and pending upgrades, because with these details I'm confident I can advise the best way to get your service up to speed and running correctly.

Kind Regards,

James