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[mike773]

I'm hoping I can get some help from a vodafone rep regarding a bill my girlfriend got from 3 for an early exit fee.

Her exitising 3 contract was within the last 3 months and the local Vodafone store told us she could resign to a new Vodafone plan and get a new phone as well, which was great.  At that time the rep told us that sometimes people get a bill with an early exit fee and to come back in if we do and they will fix it.

Well, this is what happend, so we went back in and were told the manager would need to look into it but he/she wasn't there.  They took a copy of the bill and said they would be in touch.  That was last weekend, so this weekend we went back in and nobody seems to know about this problem and the elusive manager is still not to be seen.  So, hopefully, we can get something better from these forums -- as I've always gotten great help here with other issues.

She actually had a deal with 3 that included a USB broadband modem account and no cost.  When we resigned her we were told we should call to cancel this ourselves.  No mention was made of an early exit fee.  We called 3 customer care and asked for this service to be cancelled since the base service had been ported to Vodafone.  This was done, it seems, and no mention was made of any fee associated with this.

Her 3 bill does include some final usage for her cellphone when it was on 3, which of course we are happy to pay, but the "Service Plan Cancellation Fee" of $83.20 is something we don't think we should have to pay for since two Vodafone/3 staff members failed to mention any fee.  And in any case, the monthly cost of the service was $0.

I can supply full details by PM/email.

Thanks in advance. 

[Charlotte · Accepted solution]

Hi mike773,

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mike773 wrote:

I'm hoping I can get some help from a vodafone rep regarding a bill my girlfriend got from 3 for an early exit fee.

Her exitising 3 contract was within the last 3 months and the local Vodafone store told us she could resign to a new Vodafone plan and get a new phone as well, which was great.  At that time the rep told us that sometimes people get a bill with an early exit fee and to come back in if we do and they will fix it.

I can certainly help. This sounds like it was an exclusive offer made by the store and I can look into this for you and your girlfriend and ensure you're getting the deal that was promised. 

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mike773 wrote:

Well, this is what happend, so we went back in and were told the manager would need to look into it but he/she wasn't there.  They took a copy of the bill and said they would be in touch.  That was last weekend, so this weekend we went back in and nobody seems to know about this problem and the elusive manager is still not to be seen.  So, hopefully, we can get something better from these forums -- as I've always gotten great help here with other issues.

This isn't the experience we want for our customers and I'd love to take some feedback from you to pass on to the store so we can prevent this from happening again.

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mike773 wrote:

She actually had a deal with 3 that included a USB broadband modem account and no cost.  When we resigned her we were told we should call to cancel this ourselves.  No mention was made of an early exit fee.  We called 3 customer care and asked for this service to be cancelled since the base service had been ported to Vodafone.  This was done, it seems, and no mention was made of any fee associated with this.

Thanks for all the information supplied so far the next step for us now is for me to take a look into the account and see what's happened. I'm sure I'll be able to get this sorted as soon as possible for your girlfriend.

I've sent you a Private Message with my contact details if you could please email me with your unique code I'll be able to look into this for you.

Thank you,

Charlotte

[digitalmbs]

Mike,

Trust me this nothing new with Vodafail, and I can guarantee you that you have no other option than to pay the early termination fees.  If they waive this fee for you then you will are one of those lucky guys. Make sure you don't have any network issues.

[mike773]

Thank you Charlotte.  Will send you a PM with the details soon.

[Nick]

Hey digitalmbs,

digitalmbs wrote:

I can guarantee you that you have no other option than to pay the early termination fees.  If they waive this fee for you then you will are one of those lucky guys. Make sure you don't have any network issues.

We take all concerns raised by our customers very seriously, and work with each individual on a case-by-case basis to find the most suitable resolution.

Every issue is in some way unique, and the solutions we work towards are no different- tailored to the concerns and needs of the individual involved.

At this stage I can see that we've received an email from you. Thanks heaps for sending that through. I've just spoken to Dana and she's let me know that she's currently looking over your account and will send you a reply shortly.

If you have any other questions, please don't hesitate to let Dana know via email.

Have a great afternoon.

Thanks,

Nick