Contract

[Melpsy]

Just wondering...
Is it true that the customer service workers are only authorized to take a maximum of 50% off a high data bill? Or can they give more than that?

I got stuck with a big bill, never gone over my cap once, but got stuck with an almost $900 bill for going over my data limit. Completely unaware that I had, I thought that as a loyal customer to Vodafone for years, that they would be able to help me more as I am in no position to pay that amount of money. I spoke to someone who told me she was the highest person I could talk to at vodafone and they are not authorized and never take more than 50% off any bill.
I just want to know if that's the truth or if they are just saying that to get me off the phone!

[Nick]

Hey Melpsy,

Melpsy wrote:
Is it true that the customer service workers are only authorized to take a maximum of 50% off a high data bill? Or can they give more than that?

There is no blanket rule for providing credits. When a customer raises a concern or issue, we usually start by working with them to find out what's happened and why. From there, depending on the issue itself, as well as a number of other factors, we can suggest a resolution. This resolution may include a credit towards extra charges, it may not. As I mentioned, it varies depending on the situation.

I would be happy to work with you to help get to the bottom of your issue. I understand that getting a bill like that can be a bit of a shock, so I'd like to start by helping you work out how this has happened, and how you can help to prevent it in the future.

To give me a better understanding of what's happened, can you please let me know what the extra charges are for? The second page of your invoice will have a summary of the charges. If you could let me know what the summary says with regards to the excess, that would be great.

The best way to make sure you don't exceed your monthly allowance is by keeping track of it through My Vodafone. There is also a My Vodafone app available for most smart phones, that will help you keep track of your monthly usage quickly and easily.

My Vodafone is a great way to keep track of your usage. There are also heaps of ways to help control and minimise your usage- please let me know what your bill says about the extra usage and I can suggest some ways to help control it for the future.

Cheers,

Nick

[Melpsy]

Hi Nick,

Thanks for replying.

The extra charges were for going over my national data. It was when I had installed iCloud on my laptop and iPhone and didn't realise it was downloading my music using my cellular data, the day I copped $360 worth of charges, I was barely using my phone and the battery was just getting eaten. I finally realised and turned off the Function that doesn't let any music download unless it's connected to wifi. But I had no idea I had gone over my cap. And I would of made sure i had stopped using it if I was aware I had gone over so much!
Ive been a Vodafone customer for 5 years or so and have NEVER been over my cap. Not once. So I haven't needed to be concerned about my usage. I have now downloaded the app and will check regularly coz I don't intend for this to happen again.

I was hoping that Vodafone might have been a little more gracious as I have had such a good record etc. and I dont appreciate being lied to if they are authorized to give more than 50% credit, because they kept on insisting that that was all they could.

Thanks for your assistance

[Nick · Accepted solution]

Hey Melpsy,

Melpsy wrote:
The extra charges were for going over my national data. It was when I had installed iCloud on my laptop and iPhone and didn't realise it was downloading my music using my cellular data, the day I copped $360 worth of charges, I was barely using my phone and the battery was just getting eaten. I have now downloaded the app and will check regularly coz I don't intend for this to happen again.

It's great to hear that you've been able to get to the bottom of the extra usage, and even better to hear you've taken steps to help track and monitor your future usage.

Melpsy wrote:
I was hoping that Vodafone might have been a little more gracious as I have had such a good record etc. and I dont appreciate being lied to if they are authorized to give more than 50% credit, because they kept on insisting that that was all they could.

As I mentioned previously, every one's issue is different and unique to them, so there isn't a single blanket solution for all issues.

At this stage I would be happy to have a look over your account to see if there is anything else we can do for you. I will send you through a PM with my email address, which you can access by following the link here. If you send me through an email I'll have a look over your account- I can't make any guarantees though.

In the meantime, have a wonderful weekend.

Cheers,

Nick