Vodafone - Keeps Billing Wrong Amount

Lchoister on 01/07/2017 - 11:11

Hi Guys,

I've had month by month plan with Vodafone which I've cancelled (now with Optus, signed up with the recent friends and family promo). However, Vodafone continues to bill me for a "cancellation fee" for termination of 12 month contract which is clearly wrong. The month by month was initially signed up over the phone so there isn't a paper trail as such. I complained to Vodafone and they asked me to fill out a ID fraud form as I'm disputing that I never entered into such 12 month contract (with the promise that the bill would go away). I suspect what happened was that an unscrupulous salesperson based in India signed me up for some sort of a commission. Anyway, after assessing my ID fraud declaration form, they claim that this was not ID fraud and that I'm still up for the bill of about $140. I called up customer service to complain what happened, and they promised that a manager would call back to discuss. Never received the call from the manager. I continue to receive letters of demand and that I have the option to request financial hardship extension.

This has clearly been a joke from Vodafone and at a loss as to what to do short of going to Fair Trading?

Your advice would be much appreciated!

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Comments

  • altomic on 01/07/2017 - 11:23
    +7

    telecommunications Ombudsman

  • Baysew on 01/07/2017 - 11:25
    +1

    Go to Telecommunications Industry Ombudsman and make your complaint through them.

  • Diji1 on 01/07/2017 - 11:29
    +2

    Also don't bother talking to telco after they've denied something just go straight to TIO. They use the tactic of wasting people's time so some of them give up and go away without going to Ombudsman without recovering money.

    Yet another example of Australia's largest businesses carrying out criminal behavior which in this case I'd assume is fraud.

  • choister on 01/07/2017 - 11:39

    Thanks for the super quick responses guys. I will go to TIO website now to make a complaint.

  • [Deactivated] on 01/07/2017 - 12:27

    don't you get an invoice for the amounts owing per month, you can log onto the account holders account and check under billing, it will have all the old bills there.

  • Associatedjimbobaus @ Vodafone on 01/07/2017 - 13:57
    +2

    have a look on an old bill

    it will say :

    $50 Sim Only M2M (amount is an example)
    or
    $50 Sim Only 12 Months

    It will have said it since you signed up, when you go to the TIO they will ask you to check you previous bills.
    Also the so called unscrupulous salesperson would have been voice recorded having a discussion with you regarding you plan, you can ask for them to listen to the recording to confirm what it was you agreed too.

    • No on 01/07/2017 - 15:10

      I had a somewhat similar problem with the call centre signing me up to something I didn't want when I canceled a service. I posted about it on the whirlpool mobile carrier forum and it got sorted pretty quick. Wait until Monday, they have reps who aren't likely to be online at the moment.

    • choister on 01/07/2017 - 15:39

      Thanks. I can't seem to access the previous bills (all received electronically which can only be accessed through my Vodafone portal), but in any case apparently the month I terminated was one month before I allegedly entered into a 12 month contract.

      I did also raise the issue of voice recording to be checked, but not sure if they've actually done it or if anything was actually recorded at all.

      • Associatedjimbobaus @ Vodafone on 01/07/2017 - 16:00

        Might be a bit biased but this is why you should always do connections in stores.
        You get hard copies of what you agree too.

  • choister on 07/07/2017 - 18:01

    Guys since I've lodged complaint with TIO, I'm getting phone calls from Vodafone's resolution team offering to "resolve" the issue but it's basically a debt collection harrassment call under the pretences of helping. Should I submit another complaint to TIO? I'd rather donate the cash or give it to a street busker than to give Vodafone one cent.

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