Contract

[ClintonDybing]

I've had numerous problems for well over a year now, including when I've lived in both Sydney and Melbourne. There were months of coverage issues - no 3G for my partner and I. My partner was offered a 30% discount for the remainder of his contract. I was offered $30 off my bill for 12 months (for the same problem! Not fair!). When I returned to Melbourne, I noticed that Vodafone was not crediting my account. I told them I was not going to pay a bill until I had verification in WRITING that everything had be fixed. I have not received this, yet have continued to pay my bills - despite my service dropping out, having to restart and reset my phone about four times a day, voice messages arriving days late (unacceptable when I'm job hunting), and constant 30 minute+ phone calls to the 'help' line. One is constantly tossed from person to person and have to start at the beginning with each different person, and have to undergo such condesceding questions as "Have you tried turning it off?" Late last year, I fell ill and needed a working phone. It was literally a lifeline. Now that I am better and returned to Melbourne, my elderly parents require me to be 'on call'. My phone, to me as well as the people who rely on me, is a necessity, not a requirement. These problems have impacted needlessly on what have been a truly difficult time for me. As of now, I am paying for a service that is still lacking, was offered to be rewarded for the lack, which was reneged on. I am starting to think I should be the one who is being paid. Even writing this, I have no guarantee that I will be helped. Again. So is there anyone out there.....?

[Dave]

Hi ClintonDybing,

We are here and I'm happy to see if we can get to the bottom of your issues.  Are you able to run me through the troubleshooting you have undertaken? I would  also suggest having a read of our recommended steps here and letting us know if any of these help.

Regards 

Dave.

[khalid2014]

Dear Why be more than the invoice price of the basic package with I do not use your phone in a final I bought the phone as a 32 giga, but when I found any verification piece is this true? See the picture attached My iPhone is different from the contract

[Bruno]

Hi khalid2014,

khalid2014 wrote:

Dear Why be more than the invoice price of the basic package with I do not use your phone in a final 

Is this your first bill for this service? As your monthly plan fees are charged in advance, your first bill will have a pro rata charge of your plan fee, this means that there will be two plan charges on your first bill.

The first charge will be from the date of connection to the end of your billing cycle and the second charge will be for a full month in advance.

I've included a link to our online bill explainer to help you read through the charges on your bill, you can find it by clicking here.

khalid2014 wrote:

l I bought the phone as a 32 giga, but when I found any verification piece is this true? See the picture attached My iPhone is different from the contract

From your post, it sounds like you've been sent a different capacity iPhone than the one that you ordered, is this correct?  

Can I please get you to go to settings>general>about and let me know the capacity that is displayed on the phone and the model number? This will allow me to confirm which iPhone you have been sent.

Was the phone ordered online, over the phone or in a store? This will help me to find out why you may have been sent the wrong model of handset.

I'd really like to take a closer look at your bill and your order for you so that I can see what has happened. I'll need to get some more specific information to do this, so I've sent you a private message with my contact details (you can get to your private messages by clicking here)

Once I've received your email, I will be able to see what has happened on your bill and check your original order to make sure you have been sent the right phone. In the meantime, please let me know if there is anything else that I can help you with.

Cheers,

-Bruno.