Prepaid

[exidez]

I noticed back in February there was a "Back to school" special called the Prepaid 365 $30 Starter Pack which i ordered for the specific purpose of having free Vodafone 2 Vodafone calls. I intended to give this sim to my friend in coming from overseas in April who will make use of this bonus. 

When i purchased this order the email specifically said:

Once you receive your SIM card it will be activated and ready to use but if you a wish to bring across (port) your existing mobile number from a different carrier to Vodafone or from Prepaid to Postpaid, then please call 1555 from any Vodafone Mobile before using your brand new Vodafone SIM (Free call from any Vodafone Mobile service) or call 1300 101 606 (8am to 8pm weekdays, 8am – 5: 30 PM weekends, charged as a local call).

By taking note of this email I didn’t open the card (which had the sim) until my friend arrived. I then realized the card was not activated when i tried the sim in April. I then had to activate the card, the operator asked if i wanted to recharge which I said there should already be $30 on the card so no thank you. After the call ended i checked the credit and it was 0.

I called up again and asked what is happening with the $30 included with the startup package? The operator then checked the order number and was able to add credit to my account. I was then asked which plan i wanted which was a bit confusing because i thought it was the 365 day plan with unlimited V2V calls. The operator mentioned some pans specific to international calls/texting/ or calling. I mentioned that i wanted the plan with unlimited Vodafone 2 Vodafone calls. She mentioned the international call plan had this feature, so we settled fo this one. 

After the call i checked my balance and it said i had 150 min of V2V calls. It was supposed to be unlimited. I tested with a quick call and it was definitely not unlimited. I called back to another operator who mentioned that the back to school offer was only valid until the end of March and the international call plan did not have unlimited V2V calls. I was getting a little annoyed now because this was specifically why i wanted this plan. I know the operator could not do much so I was not mad or rude at him. So I thought I would ask here.

There seems to be a lot of misleading information. Frist with the email saying it will already be activated and ready to use. This caused me to go past the expiry date! Second with the operator mentioning there was unlimted V2V calls with the international plan. This caused me to selec the wrong plan. I really do not want this sim anymore as this was not what I intended to purchase and the mentioned product was not what I obtained.

How can I resolve this issue? I wouldnt mind so much if it said you need to activate before such and such, then I would accept the blame for not reading. But it said the opposite, so i have been mislead.

[Caitlin]

Hi exidez,

I can definitely understand how frustrating this must be for you, especially with the information you have been provided during the process of activating the SIM card. I am happy to take a look into this with you to ensure you correctly set up from here. 

It sounds as if the email you have received is for a post paid service and I will certainly pass on this feedback to ensure this does not happen again in future.

The $30 International recharge does include infinite Vodafone to Vodafone calling. The infinite V2V calling will show as 150 minutes, however, if you notice the 150 minutes deducting, this is something that I will need to take a look into and amend. I've sent you a private message with my email contact details for you to forward your Vodafone account information to.

Thanks,

Cait

[exidez]

Thanks Cait, much appreciated.

An email has just been sent.

[exidez]

Also a small typo in my origional post.

"After the call i checked my balance and it said i had 150 min of V2V calls. It was supposed to be unlimited"

After i checked my balance when I made a vodafone 2 vodafone call it went down to 149 minutes. It was decrementing from 150 minutes.

[Maddie]

An email has just been sent.

Hi exidez, 

I can see that we responded to your email last night. When you get a chance, please check your inbox and let us know via email if you have any further questions or concerns. 

I hope your having a lovely day. 

Thanks, 

Maddie