Vaya Mobile Security Deposit - $20 added to bill (refundable at end of service)

pernunz on 04/02/2015 - 15:15

Just got the following email from Vaya

Hi there

Here at Vaya, we work hard to always deliver you the best possible product at the best possible price. >It's what our mission has been since we first launched Vaya in 2011. As we've grown we've managed to keep >our prices low in the face of an ever changing environment, to make sure we always deliver on our mission >statement. Currently we enjoy not only having the best value mobile plans available today, but also the >best value NBN and soon, ADSL2+ services too!

As we've grown, we've enjoyed providing mobile service for all of our customers, unfortunately, there's a >small amount of customers who use the service without intending to pay. Here at Vaya HQ in Brisbane, we've >had debates about best way to tackle this problem, not just from our side, but from your side, our >customers. The obvious solution would be to simply increase the cost of our plans to accommodate a certain >percentage of non-payment, like retail stores do, which effectively means each of our customers (i.e., >you) would have to pay more to cover the customers who don't want to pay. We didn't want to do this and we >aren't.

Instead, we've decided to opt for, like some of our competitors, a once-off, refundable Security Deposit >of $20 per mobile service. This Security Deposit will be required of all of our customers, at a rate of >$20 per mobile service, and will be drawn from your nominated payment source along with your next bill >payment (this month). We will only apply the Security Deposit in the event of non-payment of your monthly >invoice or on your final invoice (should you ever decide to leave Vaya). In the event of having it applied >to your final invoice for your final service, any remaining balance will be directly refunded to you.

This change has been implemented in accordance with our term and conditions and within the >Telecommunication Consumer Protections Code. Should you have any further questions or concerns, please >visit vaya.net.au to read through our FAQs and relevant forum posts.

Kindest regards,

The Team at Vaya

TL;DR Every customer will get $20 put on their next bill, which is refunded when you leave Vaya. If you miss a payment (or I assume, underpay) they will take it out of that $20.

It sounds like lots of people defaulting. I'd rather they reward customers who have been with them for 6+ months with perfect payment records to be exempt from this, but it doesn't look like that's happening.

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Comments

        • lint on 12/02/2015 - 10:01

          He or somebody else there realised their accounting error and removed the GST, but forgot to then correct the value to $20.

      • MissP on 10/02/2015 - 03:09

        Hi guys,
        I got my LC bill today - $18.18 for security deposit - no gst.
        Im on direct debit with them and have never missed a payment since i joined in 2011.
        If this next billing goes through as per normal, say I was to (hypothetically) default on the next (March) bill, will the 18.18 be used to cover that default?
        Would this hypothetical default attract any further fines? cough

  • cashless on 09/02/2015 - 10:13
    +3

    Complaint against LC lodged with TIO.
    Thinking of porting anyway - a pain in the butt at the best of times.

  • A3Australia on 09/02/2015 - 10:27
    +2

    Ben has cleansed the Vaya Facebook page. Most customers who had the temerity to post criticism, links to this thread, the Whirlpool thread, ProductReview, or the TIO, have been banned and so all their posts have been deleted.

    So far posts on the LC FaceBook page remain.

  • ycon on 09/02/2015 - 10:38

    I'm with LiveConnected, just got an invoice with the security charge. I'm not sure if I've paid it or not- how can I find out?

    • A3Australia on 09/02/2015 - 14:52

      I'm with LiveConnected, just got an invoice with the security charge. I'm not sure if I've paid it or not- how can I find out?

      You received the INVOICE.

      Vaya TAKE the payment on the 15th - I guess as LC Invoice two days later than LC, they will TAKE the payment on the 17th?

      how can I find out?

      You check your credit card, or debit card, or bank statement.

  • ycon on 09/02/2015 - 11:17
    +4

    And the backlash continues… Was just commented on their page (will be removed quickly- no doubt).

    www.facebook.com/VayaUnofficial

  • EnALup on 09/02/2015 - 12:21
    +3

    Received invoice for Vaya and Live connected with $20 security deposit. $40 extra out of pocket this month for no reason.

    Any good provider with $650 calls and 1.5 GB data metered in KB around $18-20?

    • Rorschach on 09/02/2015 - 15:06

      I would like to know this as well.
      Mainly with unlimited texts and a gig of data.

  • blackfalcon53 on 09/02/2015 - 12:44
    +7

    I got charged the $20 security deposit on my final bill even though I ported last month which makes no sense.

    • dojomojo on 09/02/2015 - 14:04
      +3

      Doesn't surprise me, classic Vaya. They will keep charging until you demand that they stop, even if you have ported away.

    • YesPleaseThankYou on 09/02/2015 - 21:25
      +2

      Email them and ask for your money back. When they don't reply within a few days, complain to the TIO.

      It's your money, I suggest you get it back :)

      TIO here https://www.tio.com.au/making-a-complaint/submit-a-complaint

      • blackfalcon53 on 09/02/2015 - 23:16

        Yeah I think I will. Especially seeing it makes no sense, I was billed 1 month in advance to begin with so if anything they owe me money.

        Not me owe them my month usage + $20.

  • RocketSwitch on 09/02/2015 - 12:54
    +4

    I wonder if a class action will be successful.

    Not sure how lawful any of this is.

  • Bangersnmash on 09/02/2015 - 14:13
    +2

    I couldn't believe my eyes when I read 2 million they make of $20.00 each, well maybe 1 mill now. I rang TIO but to many in line waiting maybe Vaya customers.

    • A3Australia on 09/02/2015 - 14:58
      +3

      I couldn't believe my eyes when I read 2 million they make of $20.00 each, well maybe 1 mill now. I rang TIO but to many in line waiting maybe Vaya customers.

      Use the online form:-

      http://www.tio.com.au/making-a-complaint

      • machej on 09/02/2015 - 21:30

        Well there have been a reduction in TIO complaints last year so they probably weren't planning for this.

  • bylife on 09/02/2015 - 14:23
    +3

    I have 2 number with VAYA, and am billed by $40. Annoy

  • bemybubble on 09/02/2015 - 15:14
    -2

    From speaking with the TIO, Vaya are within their rights to vary month to month plan as it not in 'contract'. That being said wanting the opportunity to leave without a disconnection fee would be ideal. The way I see it the contract I entered into were a month to month with agreeance to a $30 disconnection fee if I left. Now that if I decided to leave due to the amendment of the terms of the original agreement I would be running the arguement that I won't be paying that disconnection fee due to me not agreeing with their new terms…

      • bemybubble on 09/02/2015 - 16:23
        -2

        Where does it stipulate that a month to month contract is a 24 month contract?

    • A3Australia on 09/02/2015 - 18:22

      The way I see it the contract I entered into were a month to month with agreeance to a $30 disconnection fee if I left.

      You have it all wrong. The $30 fee is for cancelling your service/number with Vaya. Cancelling leaves them with a number that has to be held for quite some time before it can go back into the 'pool'. Evidently this costs them in some way. Perhaps a fee from OPTUS?

      If one ports away from Vaya one take ones number with them. No problems for Vaya. No $30 fee for the cistomer.

    • YesPleaseThankYou on 09/02/2015 - 21:27

      If you have a relationship with Vaya, then you are bound by some contract.

  • Bangersnmash on 09/02/2015 - 15:31
    +2

    Maybe Ben been "Pullen" our legs , and going to make a run for it go bankrupt with our deposit.

  • cisco on 09/02/2015 - 19:37
    +2

    With a response from all you ppl its looks like its the end of Vaya Era.
    Getting bit concerned about my $20. Looks like bankruptcy on the card.
    seems like it was well planned by vaya and co.

    • cashless on 09/02/2015 - 23:04

      If dat da case, Ben better find a good place to hide with his $millions

  • sausagedelay on 10/02/2015 - 01:44
    +1

    "We will only apply the Security Deposit in the event of non-payment of your monthly invoice or on your final invoice (should you ever decide to leave Vaya)."

    So can't I just not pay next month's bill ($19) and then only pay ($18) the month after?

    • A3Australia on 10/02/2015 - 08:21
      +2

      So can't I just not pay next month's bill ($19) and then only pay ($18) the month after?

      I know that it is ridiculous, but Ben's proposal/idea/rule is that the $20 'security deposit' is on an ongoing charge/imposition. That is, if it is used by him to pay, or help to pay, any monthly invoice of yours - then another $20 will be taken from you as another 'security deposit'.

      So all customers will always be paying in advance for their months access AND will always be paying $20 in advance for any possible debts.

      • RocketSwitch on 11/02/2015 - 10:04

        Is this correct?

        I thought one time security deposit?

        Otherwise everyone will port out.

        • A3Australia on 11/02/2015 - 10:52
          +1

          Is this correct?

          Yes.

          I thought one time security deposit?

          Yes, but it has to stay at $20. So, if all, or some, of the $20 "Security Deposit" is used by Vaya/LC to pay for late payment fees or for dishonor fees, or for whatever. Then Vaya/LC will take more money from the customer in order to restore the "Security Deposit" to $20.

          Otherwise everyone will port out.

          Uh huh.

  • Pobman on 10/02/2015 - 13:21
    +10

    Got my reply from TIO stating Vaya should not take the disputed amount out until the matter is resolved… so we shall see what comes of that… should have port out complete before then anyway.

  • A3Australia on 11/02/2015 - 16:42
    +3

    Wow! Ben is refusing to answer questions regarding just how he is going to use the aprox. $2.6 million AND he is refusing to say if it will be held in a trust account. He says:-

    "Won't answer this, no need to."

    • YesPleaseThankYou on 11/02/2015 - 17:19
      +3

      The behaviour of Vaya is very, very questionable.

    • eug on 17/02/2015 - 15:27
      -2

      Wow! Ben is refusing to answer questions regarding just how he is going to use the aprox. $2.6 million AND he is refusing to say if it will be held in a trust account.

      Only just read this. Are companies required to disclose what they do with fees like that?

      • A3Australia on 17/02/2015 - 15:39

        Only just read this. Are companies required to disclose what they do with fees like that?

        IT IS NOT A "FEE".

        It is a "Security Deposit" - allegedly imposed after a "credit assessment" was made.

        Security deposits must be held in a nominated trust account. The interest accrued must be returned, along with the security deposit, if the security deposit is not needed when the customer leaves/ports/terminates.

        Vaya did not preform any individual credit assessments on their customers. Vaya's idea of a credit assessment was that they assessed their own credit and determined that it was not good and they they needed more funds/money. So they then imposed an enforced Security Deposit to be collected from ALL their customers.

        • eug on 17/02/2015 - 17:50
          -1

          IT IS NOT A "FEE".

          Calm down, there's no need to get so incredibly worked up over this.

          It is a "Security Deposit" - allegedly imposed after a "credit assessment" was made.

          Did they say it was based on a credit assessment? As far as I can see, everybody is charged the fee.

          Security deposits must be held in a nominated trust account.

          Is that a legal requirement for a telco?

        • A3Australia on 17/02/2015 - 17:58
          +2

          @eug:

          Calm down, there's no need to get so incredibly worked up over this.

          There is when I can see you are continually posting misinformation regarding Vaya.

          "It is a "Security Deposit" - allegedly imposed after a "credit assessment" was made."

          Did they say it was based on a credit assessment?

          Yes.

          As far as I can see, everybody is charged the fee.

          Correct. As I said - "So they then imposed an enforced Security Deposit to be collected from ALL their customers."

          "Security deposits must be held in a nominated trust account."

          Is that a legal requirement for a telco?

          I suggest, again, that you read the Whirlpool thread yourself. There are posts there from people who are far more educated on the various ACMA and industry rules and policies.

        • eug on 17/02/2015 - 18:02
          -1

          @A3Australia:

          There is when I can see you are continually posting misinformation regarding Vaya.

          Can you point to what information I have posted? I have only asked questions.

          Yes.

          Where did they say it was?

          I suggest, again, that you read the Whirlpool thread yourself. There are posts there from people who are far more educated on the various ACMA and industry rules and policies.

          Ahh, I thought you would have had the answer at the tip of your fingers, seeing as to how passionate you are over this.

        • A3Australia on 17/02/2015 - 20:34
          +1

          @eug:

          Can you point to what information I have posted? I have only asked questions.

          1) the customer isn't always right!

          2) Isn't that correct though?
          In response to Vaya's "We believe we're allowed to do this and we don't have to justify it to any of you."

          Where did they say it was?

          They said they did a credit assessment. They might have had a talk over a drink. It may have been done in the mind of one of the Bens. We don't know.

          Ahh, I thought you would have had the answer at the tip of your fingers, seeing as to how passionate you are over this.

          I did. You want me to do all the work for you. Why won't you do your own research? Read the Whirlpool thread. Read the reviews on ProductReview. You are revealing yourself to be a troll.

        • eug on 17/02/2015 - 20:39
          -1

          @A3Australia:

          1) the customer isn't always right!

          I posted an example of where the customer isn't always right. Where is the misinformation?

          2) Isn't that correct though?

          That was a question. Please note the use of a question mark at the end of that sentence.

          They said they did a credit assessment. They might have had a talk over a drink. It may have been done in the mind of one of the Bens. We don't know.

          So you're saying Vaya says the deposit is charged after a credit assessment, but nobody knows where they said that?

          You are revealing yourself to be a troll.

          I think you're taking this whole Vaya debacle way, way too personally.

          If you read my posts with a level head you'll note that I was asking genuine questions, and giving valid observations.

        • A3Australia on 17/02/2015 - 20:53
          +1

          @eug:

          Where did they say it [the credit assessment] was?

          It does not exist. Ben Pullen stated in a post to the Whirlpool thread that 'they' did a credit assessment. As a result of this credit assessment, it was decided to impose a $20 Security Deposit on all customers mobile numbers.

          So you're saying Vaya says the deposit is charged after a credit assessment, but nobody knows where they said that?

          I saw it in a post made by Ben Pullen in the Whirlpool thread. No, that is correct, no one knows where Ben was when he posted the statement,

          Please stop your pedantic comments and go read the relevant threads.

        • eug on 17/02/2015 - 20:58
          -1

          @A3Australia:

          Ben Pullen stated in a post to the Whirlpool thread that 'they' did a credit assessment. As a result of this credit assessment, it was decided to impose a $20 Security Deposit on all customers mobile numbers.

          Ahh, now I understand what you mean. I misunderstood your earlier statement. That all makes sense now.

          Please stop your pedantic comments and go read the relevant threads.

          OK, you may continue your emotional anti-Vaya posts too. :)

  • Chall5 on 11/02/2015 - 18:24
    +7

    I've been tempted to switch to Vaya but this has made me glad I didn't

  • Obs on 12/02/2015 - 16:52
    +1

    Disappointing behaviour from vaya but I only have myself to blame for not acting when the warning bells sounded with vaya bolting on absurd plan lock fees prior to their 24 month commitment!

    Anyway just wanted to share my alternate option for vaya deserters. I'm going Optus $30 month for up to 300mins, unlimited sms/mms and 1.5gb with per KB billing. Luckily for me, I've already got the $90 cable internet deal posted here, so I've confirmed via web chat that I'm eligible for the $10 a month discount. I would have gone with the Telechoice $20 Kogan however I didn't want to be stuck in a 12 month contract. This Optus offer works out to be same price per month with a few extra benefits.

    Enjoyed the ride with you fellow vaya folks and best of luck with what ever you decide.

  • A3Australia on 17/02/2015 - 12:34

    Interesting FaceBook Post, and Ben's replies:-
    (I have edited the posts ONLY by inserting the time and date of the initial post, and by removing the mother's last name)

    Ebony Brook Malone ->‎Vaya
    09:30 17th Feb 2015 · Beaudesert ·

    Very Unhappy and angry customer back last year I used my mum Bonnie XXXX card to pay a bill.. I told customer service it was a once off an not to keep the card on the account! The next month my mums card was charged again! I then called an made a complaint an was told it was definitely removed from the account! My mum has just checked statements an money has been taken EVERY month an not just the monthly amount but ridiculous amounts like $208!! An $99 most other months when my monthly payment is only $30 something dollars What the hell vaya I haven't even used that sim card! I tried to call right on open time an Noone answers I want answers I want the money. imbursed today. I will be going to the telecommunications ombudsman. And possibly contacting media.
    — feeling annoyed.

    Ebony Brook Malone
    Ha it's already being dealt with an not accordingly either I will be contacting telecommunications budsman and media today!
    2 hrs

    Vaya Ebony, we're more than happy to help you though. As already asked, please send us a private message with your Mum's account details so we can check the account for you.

    If you fail to do so then we'll need to forward this correspondence to the TIO to show that you were not willing to come to a resolution with us, when you are actually required to do so.
    2 hrs

    Vaya
    Hi Ebony,

    We're sorry you feel this way and we'd be more than happy to help with your concerns.

    In order to do so can you please send us a private message with your Mum's account details so that we can take a look at the account.

    Thanks.
    2 hrs

    Ebony Brook Malone
    An all you are worried about is receiving the money not reimbursement for the money illegally taken from my mum
    2 hrs

    Ebony Brook Malone
    Angela Martin is the 'supervisor' I'm on the phone too
    2 hrs · Edited

    Ebony Brook Malone
    Refund my mum's money an take me to a debt collector!
    2 hrs

    Ebony Brook Malone
    An now the supervisor I am speaking with is being very rude! Great customer service vaya!
    2 hrs

    • eug on 17/02/2015 - 12:46
      -3

      I know someone who had billing "problems" with Vaya. She came to me to ask why Vaya suddenly charged her double when she "didn't use it any more than normal".

      I had a look at her detailed bill and it turns out she did use it more than normal, and she also ignored the email that mentioned the plan-freeze fee.

      So the customer isn't always right!

      • A3Australia on 17/02/2015 - 12:59
        +3

        I know someone who had billing "problems" with Vaya. She came to me to ask why Vaya suddenly charged her double when she "didn't use it any more than normal".

        Billing problems are one thing. Keeping credit and debit card details illegally, and then using them illegally are quite another thing.

        I had a look at her detailed bill and it turns out she did use it more than normal,

        Vaya's data calculations and the billing of data are notorious for being incorrect. Please read the Vaya Whirlpool Forum threads and the Vaya Product Review reviews.

        http://forums.whirlpool.net.au/forum-replies.cfm?t=2369279&p…

        http://www.productreview.com.au/p/vaya.html

        and she also ignored the email that mentioned the plan-freeze fee.

        The Plan Freeze Fee is also a dishonest way of increasing the customer's costs.

        So the customer isn't always right!

        Of course not. However, this is Vaya - so the customer is usually correct if they think they are being scammed or overcharged.

        • eug on 17/02/2015 - 13:07
          -1

          Billing problems are one thing. Keeping credit and debit card details illegally, and then using them illegally are quite another thing.

          Yes, it's perfectly possible that they did exactly that. It'll won't be surprising at all.
          But in the same vein as my post, we don't know exactly what was said between Ebony and the rep.

          Vaya's data calculations and the billing of data are notorious for being incorrect.

          I never had problems when I was with them, but once again, I'm not surprised that people are having problems. They were very good value at the time - I guess they skimped on quality staff.

          Please read the Vaya Whirlpool Forum threads and the Vaya Product Review reviews.

          Just keep in mind that people make noise when they're unhappy, but keep quiet when everything's working fine. The herd mentality is very prevalent online too.

          The Plan Freeze Fee is also a dishonest way of increasing the customer's costs.

          Is it really dishonest if they tell you about it? I left Vaya because I read the emails they send and knew the fee was coming.

        • A3Australia on 17/02/2015 - 13:21
          +1

          @eug:

          Yes, it's perfectly possible that they did exactly that. It'll won't be surprising at all.
          But in the same vein as my post, we don't know exactly what was said between Ebony and the rep.

          Here is what she has stated that was said to the Customer service person (there was no "Rep" - Vaya's telephone service is outsourced via a company that supplies call centers in India and the Philippines)

          "I told customer service it was a once off an not to keep the card on the account! The next month my mums card was charged again! I then called an made a complaint an was told it was definitely removed from the account!

          "Vaya's data calculations and the billing of data are notorious for being incorrect."

          I never had problems when I was with them, but once again, I'm not surprised that people are having problems. They were very good value at the time - I guess they skimped on quality staff.

          Most problems appear to have started after their melt down last year.

          Please read the Vaya Whirlpool Forum threads and the Vaya Product Review reviews.

          Just keep in mind that people make noise when they're unhappy, but keep quiet when everything's working fine. The herd mentality is very prevalent online too.

          Over 1,100 pages of mostly complaints.

          The Plan Freeze Fee is also a dishonest way of increasing the customer's costs.

          Is it really dishonest if they tell you about it? I left Vaya because I read the emails they send and knew the fee was coming.

          Yes, it is.

        • eug on 17/02/2015 - 13:25
          -2

          @A3Australia:

          My point is that we don't know if this random mystery person's description is similar to my friend telling me she didn't use her phone "more than usual".

        • A3Australia on 17/02/2015 - 13:35

          @eug:

          My point is that we don't know if this random mystery person's description is similar to my friend telling me she didn't use her phone "more than usual".

          What "random mystery person"? There is a name, and what appears to be a genuine FaceBook account.

          There is no similarity with data calculations (and the PFF) and the often repeated reports of Vaya using credit/debit card details to: charge customers, when those credit/debit cards have been used only for one-off payments; and/or have been removed from the customers accounts; and/or when customers have removed permission for Vaya to charge against those accounts; AND even when there has been a TIO complaint lodged that specifically requested Vaya not to charge the customer.

        • eug on 17/02/2015 - 13:47
          -1

          @A3Australia:

          What "random mystery person"? There is a name, and what appears to be a genuine FaceBook account.

          That doesn't help us determine whether or not she's a "I didn't use my phone more than usual" type of person, or someone who's actually on the ball. The way she worded her complaint doesn't add credibility either.

          We all know Vaya's screwed up plenty. All I'm saying is that customers do so too. Your example may absolutely be Vaya's fault - none of us would be surprised - but it could also be the customer's fault too.

          Some companies are terrible, but so are some customers. Just look at all the entitled posts made here on OzB when a company doesn't honour a genuine pricing error.

  • A3Australia on 17/02/2015 - 14:57

    FROM http://www.productreview.com.au/p/vaya.html, posted yesterday:-

    Dishonourable Conduct

    1 out of 5, reviewed on Feb 16, 2015

    Where do I start.

    Vaya has given 1 days notice and billed all its customers a $20 security fee per mobile phone service. They justified the short time frame by saying you have 10 days to pay it! In my case it was an additional $100 which I had not budgeted for.

    Their timing couldn't have been worse following the Xmas holiday period. I approached Vaya and asked for a payment plan as my bill for January was already $182 (which I had budgeted for) however, it then became $282 with the extra $100 security deposit.

    I came to a repayment arrangement and paid the agreed amount of $202 with the $80 to be paid with the next bill. Today I found to my disgust, Vaya have gone back on their word and debited my account the additional $80! As per usual I am unable to speak to anyone and after being put on hold for 30mins I was then directed to a recorded voice and prompted to leave a message. No one has given me the courtesy of a call back. I have emailed them with no response (historically it has taken days for them to respond and usually with an irrelevant answer because they haven't understood the question).

    Whilst their plans are cheap, their conduct is unethical and service extremely poor. I would not trust any company who invoices you with 1 day's notice (this stinks of a cashflow crisis).

    Would not recommend them.

  • A3Australia on 18/02/2015 - 14:15

    Interesting how Ben tries to dissuade Vaya customers from lodging a TIP complaint.

    "Going to the TIO will only lengthen the response time so please PM us and we will get to that as soon as we can."

    Also, in response to a complaint about the so called "Security Deposit", Ben said:-

    "Furthermore clause 4 of our SFOA explains Security Deposits."

    OK, I may be very old and stupid - BUT I can not see anything in the section about Security Deposits (other than in the section heading).

    4 SECURITY DEPOSIT & SPEND LIMITS
    We may from time to time set a dollar limit for the amount we will allow you to spend on the Services or the Package during a month ("spend limit"). The spend limit is only a guideline for our credit management action, which may be varied depending on the amount by which you have exceeded your spend limit, and may include the following:
    4.1.1 verbal advice to you of total cumulative charges;
    4.1.2 written correspondence (including transmitting the notice to your email address) to you advising the value exceeding the spend limit; and
    4.1.3 an interim invoice, upon which payment must be received, in order to continue supply of the Services or the Package. We may also monitor your Service for excessive or unusual usage or your level of liability for charges for such usage, but do not promise to do so. You acknowledge and agree that in addition to our rights under clause 12 we can suspend, cancel or Bar your Service upon reasonable verbal or written notice to you (including transmitting the notice to your email address) if we have reasonable grounds for believing that you represent a credit risk in relation to the Service, including: Where the Services are being used in an excessive or unusual way or an unusually high volume or spend for the relevant Service when compared with previous account activity for that Service. For example, there may be excessive or unusual use if you have a call that remains connected for an unusually long period of time or where an unusually large volume of calls to premiumrate (sic) or international services start being made from your Service.
    4.1.4 your failure to respond to notices from us about unusual high volume or spend;
    4.1.5 your failure to pay a current bill in circumstances where your payment history indicates a series of late payments, dishonoured payments or failures to pay.If we do suspend, Bar or cancel your Service, you still have to pay for any charges incurred for any excessive or unusual usage (regardless of how caused) and the provisions relating to liability and indemnity also remain unaffected. If you wish to Bar access to premium rate services from the Services we provide you, please contact us (sic) We will not be responsible for any equipment tampering or service fraud. Should you have any questions in relation to steps which may be taken to reduce the potential risk of fraud in relation to a Service or telecommunications equipment, please contact us and we will endeavour to provide such information or direct you to an appropriate source of information.

  • A3Australia on 21/02/2015 - 00:48
    +1

    From Facebook:-

    Ben has removed the Vaya Customer Support Forum from the Vaya web site.

    Yes, the whole forum is gone.

    First he completely removed the Vaya Facebook Reviews section, now this.

    Ben stated - "We took the forum down and redeployed the resources into other customer service channels."
    Yeah, sure you did Ben.

    • YesPleaseThankYou on 21/02/2015 - 10:44

      That is simply incredible.

      I hope that people took screen prints of anything that may have affected them.

  • Temporary username on 23/02/2015 - 03:02

    i have 2 service with vaya with different email and name, they did-not send bill to my email anymore, they just send overdue notice, i contact hem for bill detail but alway said leave a message after long waiitting time. im unable to download or view the bill in my account login

  • A3Australia on 23/02/2015 - 14:18

    Well, Ben has arrived at the office quite late today, but he is now on FaceBook and busily removing any 'troublesome' posts from his customers.

    Here is an example:-

    Lisa Duncan‎ -> Vaya
    21 hrs · Sydney ·

    Im hoping that someone will read this message, as your online chat priority service, online phone priority service and your online contact us service has gained no response.

    I have left 2 messages on your telephone service after waiting on hold for ten minutes each time to be finally told that you are too busy and leave a message and you will get straight back to me.

    Two messages and two weeks later and I have yet to hear from you. Today I get an email telling me if I don't pay a bill (which I want to dispute) you are going to disconnect my service. I have paid the portion of the bill that is accurate, but have not paid the portion that is in dispute. How come you can easily send out emails but cannot reply to any emails (I have also tried the email 'contact us' route to try and get someone to take action).

    I love your product and love the competition that you provide to the bigger telcos, but your service is disgraceful. Can someone please contact me.

    Like · Comment · Share · 31

    Steve Pickering, Tom Southey and Andris Versteeg like this.

    Tom Southey
    I have also had the most disgraceful customer service experience. Just no reply to my problems at all. And lots of hidden charges!!
    1 · 12 hrs

    Matt Lewis
    Here's the Telephone Ombudsman Phone No. 1800 062 058
    48 mins

  • leonheart1 on 23/02/2015 - 19:08

    Good god these support people are dense.

    They keep telling me the first $20 was for the SIM even though I forwarded them the invoice which clearly says 'refundable deposit'.

    Almost certain they also wear sunglasses indoors and carry a walking stick.

    • A3Australia on 23/02/2015 - 19:19

      Good god these support people are dense.

      Vaya or LC?

      India or the Philippines?

      • leonheart1 on 23/02/2015 - 19:22

        I'm with LC although I'm pretty sure they are using whatever customer support Vaya has. Based on the person's name, I am guessing Philippines.

        • A3Australia on 23/02/2015 - 21:25

          I'm with LC although I'm pretty sure they are using whatever customer support Vaya has. Based on the person's name, I am guessing Philippines.

          LC. That is why they do not understand, and they give you incorrect information. Early LC customers paid a $20 refundable deposit when they joined. Time to open a dispute with the TIO.

        • King Tightarse on 23/02/2015 - 21:44
          +1

          @A3Australia:
          They know this fact very very well. All the early LC customers were told their $20 start up fee was a refundable deposit. It would come up every week for them but they always act as its the first time they have ever heard it. Standard operating bullsh!t.

        • leonheart1 on 23/02/2015 - 22:55

          @A3Australia:
          Never done a TIO dispute before. Do I just call them? Or do I email them?

        • YesPleaseThankYou on 24/02/2015 - 14:48
          +1

          @leonheart1:

          You can do whichever, though probably easiest to use this secure form https://www.tio.com.au/making-a-complaint/submit-a-complaint

        • geordie on 12/03/2015 - 13:23

          @King Tightarse:
          So when confronted with this do they agree to waive the new deposit ?

        • geordie on 23/03/2015 - 09:25

          @King Tightarse: So I msg them and tell them I payed $20 as a deposit back in 2011 they say send us the invoice to prove it, I ask them to find the invoices and email to me which they did, lo and behold it was not listed, probably came as a separate invoice when I received the card. Good bye $20 I think

        • King Tightarse on 23/03/2015 - 09:30

          @geordie:
          Yes I remember it was a little unclear, the way it was layered out but I'd you are patient enough to go through the old Live Connected posts here on Oz bargain you can see it mentioned. No link sorry took ages for me to find once.

  • RedCarpet on 26/02/2015 - 12:17
    +1

    Ported out of Vaya long time ago - not worth the money spent.

    Now with other Carrier & happy since!

  • Temporary username on 28/02/2015 - 02:41
    +1

    i check my bank account and i found a transaction is debit from my acc with the amount exacly the same of vaya balance on my first bill , i sign up on 13/01 , how do they get my banks infor and my authorise, i never set direct debit. i just port number to optus today. i received many email from vaya for overdue balance but i dont want to pay as im sure it s deposit of $20 in there.vaya did not send the bill to me and block me to view or download bill from vaya acoount.
    i only use this banks detail to pay for my brother bill 2 times few moths ago. never see this happened in my life. what i can do now ?

  • d3ft on 03/03/2015 - 14:14
    -1

    While this is poor form, I'm wayyyyyy more than $20 in front of where I'd have been if I'd used another provider all this time. You get what you pay for with these dodgy second-tier resellers - just grit your teeth and go speak to one of your mates on an $80+/mth iPhone 6 plan with the same amount of calls/data as you.

    • EnALup on 10/03/2015 - 20:40
      +1

      They are $60-$80 per month for a reason. You get a FREE !!! Phone + shop front Service .

      • d3ft on 12/03/2015 - 10:54
        +2

        Really unsure why I was negged. There's a weird expectation around here that you deserve great service no matter how cheap the product is. I think a free Udemy course in economics might be required.

        Vaya is cheap for a reason - they aren't paying much for staff, training or shopfronts. When I signed up I expected terrible service and anything better than that has been a bonus.

        For the record, $60 extra a month for 24 months = $1320 for a phone worth about $850 (16GB iPhone 6). If you're happy to pay $400 (which includes a generous adjustment for interest you'd earn on the $850 you didn't have to outlay upfront) for the service then power to you. I'd rather pocket that $400 and jump through a couple of hoops with their dim-witted support team.

        • EnALup on 12/03/2015 - 14:13

          Still that does not justify $20 deposit out of no where mate. If I remember I paid that amount when I joined them.

  • geordie on 12/03/2015 - 12:32
    +1

    I have an LC acct with three phones, one phone they made me pay the $9.90 freeze fee starting last Sept.Then I got hit for $60 in deposits and now they tell me that I have to pay double or more to get a lesser service , oh in between that one of the phone became unusable for nearly 2 weeks after a new sim they sent wouldn't activate and several times over the last 12 mths I have had my data cut off(for over limit)due to their inability to have a separate counter for free social, month after month I would call them and be cut off time after time trying to restore my data. When it was LC not owned by Vaya I never had a problem. After reading this back WTF am I still there ?

  • bemybubble on 24/03/2015 - 16:27
    +2

    So long Vaya! Just ported to amaysim. Perfect timing for the release of their 4G plans :D

    • ironworthy on 24/03/2015 - 17:47
      +1

      How did you go about getting your $20 back? I've just ported to a new carrier and wondering whether I should email them

      • bemybubble on 24/03/2015 - 18:31
        +1

        Well I emailed them 3 weeks ago about charging me for stuff I didn't even have. So will have to wait and see what happens…

        No refund of the $20?

  • A3Australia on 25/03/2015 - 02:11
    +1

    Ported March 2nd from a Vaya $29 Power Plan (V2) to Virgin Mobile (iPhone 6 128GB $50 plan)

    Have been charged for March twice by Vaya.

    Invoice was sent to me on the 5th of March.

    My Visa Debit Card was charged on the 11th of March (early I know) and then again on the 15th of March (the usual day of the month).

    I have requested a credit to my Vaya Account (I still have a service with Vaya) of the plan fee for two months ($29 x 2 = $58) and the $20 'Security Deposit'. Of course less two days pro-rata plan fee (March 1st and March 2nd). The Vaya service for that number was not used for calls or cellular data on Sunday the 1st or Monday the 2nd and the port activated around 10am on the 2nd of March.

    I did the above via email on the 17th, and by two posts in the Vaya Support Centre, one on March 17th and another on March 20th.

    No replies so far other than the usual automated one about their "guys" working on my message.

    I can not post, not send a Direct Message, on the Vaya Facebook page. As, like hundreds of other Vaya customers who dared reveal the truth behind the $20 Security Deposits scam (or the Vaya insurance over pricing), I have been banned from their Facebook page.

    I live in hope.

  • lizzle on 28/03/2015 - 12:37

    Has anyone successfully received a refund for the $20 security deposit so far?
    I'm with Vaya at the moment, and am thinking of porting out to Telechoice. Being as dodgy as Vaya is, I'm worried that not only will they not give back the $20 (highly likely), but they'll also spring on the $30 "disconnection fee" on me or charge me extra fees randomly.

    Has anyone been able to port out of the service smoothly, the way things SHOULD go??

    edit: For the sake of providing more information, I am on Vaya's 4G (V2) $20 post-paid month to month deal.

    • A3Australia on 28/03/2015 - 14:05

      Has anyone successfully received a refund for the $20 security deposit so far?

      Some have stated that Vaya promised to return their $20. However, I am not sure that this has ever actually happened.

      I'm with Vaya at the moment, and am thinking of porting out to Telechoice. Being as dodgy as Vaya is, I'm worried that not only will they not give back the $20 (highly likely), but they'll also spring on the $30 "disconnection fee" on me or charge me extra fees randomly.

      Porting your number to another Service Provider is free of any Vaya charge(s).

      Has anyone been able to port out of the service smoothly, the way things SHOULD go??

      Yes, well 'sort of". Yes, I could port with no problems with the actual porting of the number. However, no, there were, and still are, problems. For example, Vaya are still (it appears) invoicing and charging (taking payments from my credit/debit card) me for the plan for the ported number. I ported on March 2nd at 10am. Since then I have been charged $58, and it appears that they will be invoicing and charging me for April as well. No return of, or use of, the $20 security deposit so far.

      edit: For the sake of providing more information, I am on Vaya's 4G (V2) $20 post-paid month to month deal.

      As stated on your (and every customer's) account page, that service is Pre-Paid as far as the actual cost of the plan is concerned. Only any extra use charges, and/or extra fees, are post-paid:-

      "All Vaya services are paid in advance, you must pay the monthly recurring charges in advance at all times. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired or any potential non-payment. The security deposit amount is $20. The security deposit will be debited from your nominated payment method along with your next monthly invoice payment. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment if and when required. When that happens, Vaya will debit a sufficient amount from your nominated payment method to restore your security deposit to $20. You authorise Vaya to make such debits to your nominated payment method. If your account does not fall into arrears or default, there will be no automatic top-ups. Your service will become inactive if our attempts to debit your nominated payment method are unsuccessful. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your nominated payment method may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to pay any outstanding amounts on your account. In the event that you receive a final invoice from Vaya, your security deposit will be utilised as payment on the amount owing and any balance remaining will be credited back to your nominated payment method."

      • lizzle on 28/03/2015 - 17:57

        Cheers, thanks for the reply! I wasn't actually sure about whether it was prepaid/postpaid deal when I commented. How's progress on getting that $58 back to you? Any luck there yet?

  • lizzle on 02/04/2015 - 11:22
    +1

    I ported out today from Vaya to Telechoice. Took about 20 minutes for the service to change over, which in my opinion is super fast!!!

    Afterwards, I immediately contact Vaya. Had to call several times, but after around 20 minutes of waiting, I managed to get through to a service agent. I told them I had ported out and requested a refund of my $20 security deposit. My agent was super nice about it, took my debit card details (as I didn't want to give my cc details over the phone) and told me he had sent the $20 deposit into my account. He also ensured that my credit card on file was deactivated, so no further charges could be made to my account, and notified me that the pro-rata invoice for yesterday+today's usage would be sent out around the 5th of this month.

    Seemed like a super smooth transaction personally, and I got his name and branch down, in case things don't work out well from here. Fingers crossed I'll see the $20 in my bank account soon! I'll let you guys know if/when that does happen :)

    • eug on 02/04/2015 - 11:26

      Good to hear!

      took my debit card details (as I didn't want to give my cc details over the phone)

      I'd be much more comfortable giving my credit card details to someone else rather than my debit card details. If my debit card number gets stolen, it's my actual money that will go missing and not be available to me while the bank investigates.

      If it's my credit card, my actual cash is safe, it's the bank's money that gets spent.

      • lizzle on 02/04/2015 - 11:33

        Oh damn, I didn't think of it that way. Was just thinking it'd be harder to use the bsb/acc nos of a card to take money out, compared to having all the required cc details.

        Anyhow, Vaya's a big company though, so hopefully nothing of the sort will happen either way.

        • eug on 02/04/2015 - 11:36

          Oh if it's BSB and account number that's OK. Usually when you say debit card, it refers to the relatively new Visa debit cards that have replaced a lot of our ATM cards. Those function just like credit cards, but with your actual money instead. :)

    • lizzle on 03/04/2015 - 10:57

      Just wanted to say that I received the $20 security deposit in my bank account this morning :) doesn't seem so hard to get back after all.

      • A3Australia on 03/04/2015 - 20:08

        Just wanted to say that I received the $20 security deposit in my bank account this morning :) doesn't seem so hard to get back after all.

        I also received the return of the $20 Security Deposit - it was like a reversal or credit to my Visa Debit card.

        The plan pre-payment (pro-rata) refund is a different matter.

  • bemybubble on 07/04/2015 - 11:19

    Just called Vaya. Not only did they refund my security deposit, but they waived my whole total last bill of what was outstanding (approx $40!). Interesting…

    Ah well, spose i'll give credit when credits due :P

  • McBanny on 29/04/2016 - 13:05

    So I plan to pull out of Vaya,
    In my payment history I did miss the payment once because there were insufficient fund in my bank account (so I paid $28 for that month, I'm on $18 plan).

    In this case do I still in title of my $20 Security Deposit?

    • YesPleaseThankYou on 30/04/2016 - 11:03

      Yes, you are still entitled to your security deposit.

      If you have any trouble getting it back when you leave Vaya, contact the TIO www.tio.com.au

      Vaya seems to have a habit of forgetting to refund the deposit.

  • RocketSwitch on 12/07/2016 - 13:55

    Looks like Vaya doesn't charge the security deposit anymore and those charged can only get this back when they leave the service.

    • YesPleaseThankYou on 12/07/2016 - 19:38

      Where is your evidence for this claim?

      • RocketSwitch on 13/07/2016 - 09:43

        I asked via the web chat.

        After signing another account to Vaya, no $20 was charged.

        I asked via the web chat if they charge this anymore, they said no. I said, can I have a refund then? They said no, existing customers would have to leave Vaya to get this back.

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