Vaya - How to Cancel Service before They Start Charging

GregMonarch on 21/10/2017 - 02:40

I purchased one of the recent Groupon Vaya vouchers which was 3 months for $x.

  1. It was said in the thread a few times you can cancel the service yourself on the Vaya site, under "My Account" (or by contacting their customer service). But I'm not seeing any option to cancel… Where is it located?

Also, I purchased the voucher mid September, redeemed it with Vaya on 14/10/17, and the voucher was supposed to be for 3 months. But the billing periods on their site are showing as:

15/10/17 Invoice $0.00 Billing period: 1 Sep - 30 Sep 2017

So I assume that means:

1st Invoice = 1 Sep - 30 Sep
2nd Invoice (yet to come) = 1 Oct - 31 Oct
3rd Invoice (yet to come)= 1 Nov - 30 Nov

  1. But doesn't this mean I'm only getting two months of service? (They're claiming invoice #1 was in September, but I didn't redeem the voucher until mid October!? So shouldn't I get Oct, Nov, Dec?)

  2. When should I cancel the plan, so Vaya doesn't charge me for month #4 (or is it month 3) according to their invoicing… about the 23rd of November?

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Comments

  • garetz on 21/10/2017 - 03:04

    vaya does not give you prorata discounts, also they can take 2-3 days for processing. I would give yourself a 5 day window to cancel, also make sure everything is confirmed over the phone, doing it on your My account area is not recommended, as it may not go through. They always blame their system for when things take a long time to happen, i was a customer of vaya for close to 3 years when i got sick of their offers for "new customers only" policy.

    • GregMonarch on 22/10/2017 - 15:52

      Thanks. I guess what I'm seeing then is typical Vaya and the expiry is 30 Nov, not 30 Dec. By typical Vaya I mean: I order a 3 month SIM, don't activate it for a month (but still within the expiry) and they only honour 2 months of service. So I'll cancel as early as possible, and if their mistakes start, then go through the Whirlpool thread on how to get rid of them. Really wish I'd taken my own advice below though.

  • peterpeterpumpkin on 21/10/2017 - 09:53

    I assume you don't want the number after this?

    • GregMonarch on 22/10/2017 - 02:43

      Nah - I have a number that costs $0/m people can phone me on, so I use these cheap SIMs to call out.

  • Diji1 on 21/10/2017 - 10:49

    Fun fact: Vaya continues to charge people after they because stealing money is cool in Australia provided you're corporate entity.

    They continue to claim it's a terrible mistake and how awful it is but seeing as they continuously do it it seems like it's just Vaya being a criminal organisation.

    Have fun with the TIO!

    • GregMonarch on 22/10/2017 - 02:49

      I know, I know… I just - shouldn't have.

      Immediately after signing up I requested they cancel direct debit and send email confirmation that has been done - which they have. But I'm not sure when I'm supposed to cancel the whole thing, so I can keep records and cost them some $$ with the TIO when they don't, lol.

  • seniordoc on 21/10/2017 - 18:25

    What happen if I port the number to other ISP, e.g. Telstra?
    Should I port before the end of month or after 1st of the month?
    Will the direct debit cancel automatically?

    • GregMonarch on 22/10/2017 - 03:15
      +1

      With any company if you wait until the first new day of the billing month, you'll get charged for the next month ahead. But with Vaya in particular, I wouldn't be waiting until the last minute. I'm planning on cancelling a day or two early, if I can work out when that is.

      I really wish I hadn't bought the Groupon voucher. (Go have a read on Whirlpool about them.)

      As for direct debit - as above, I emailed, asked them to cancel direct debit, and to provide email confirmation. So you'll have a record when they muck it up. Porting is one thing - they can't control you leaving - the new provider controls that. But continuing to bill people after they leave and fobbing you off is Vaya's specialty. After leaving, some people continue getting billed for MONTHS, and have to phone Vaya over and over again to try and fix it, get told sorry it's fixed now, but then they get billed again.

      I can't find it now because when you first sign up at one point it says to email them at a particular email address if you want to cancel direct debit, and put "Direct Debit Cancelation" as the subject line. I think it was their billing department. So try and find that email address and then send it through your own email software so you have a record. If you can't find it, you could just select billing here: https://www.vaya.net.au/?option=Contact-Us# - but that doesn't give you the original email as proof for the TIO. I can't find mine in my sent folder, only their reply. So maybe I used their online form, which I normally wouldn't do.

      Edit: Along with all your details: name, Vaya phone number, etc.

      • seniordoc on 22/10/2017 - 12:33

        Hi Greg,

        Thank you for your detailed reply. Unfortunately I have bought from Groupon Vaya coupon before reading this thread.

        Initially I want to port from Woolworth Mobile to Vaya at the end of this month, but I now wonder whether I should do it, or just write the $10 that I spent.

        What is you advise on this matter? Can I still use 3 or 4months without giving them direct debit or credit card details? a
        I heard that Amaysim has bought the Vaya, and I did not have problem with Amaysim when I tried them last year. Will Vaya " improve" with the new management?

        Maybe I just order the Kogan free sim?

        Thanks.

        • GregMonarch on 22/10/2017 - 15:41

          LOL. You're thinking the same thing I did.

          Well, not everyone has trouble with Vaya - just many more people do, than with other companies. You have to provide credit card details to activate. If you do, read carefully through the signup, it tells you somewhere how to cancel direct debit as I posted above. Whether or not they actually HONOUR that (after saying they've cancelled it), is a game of chance with Vaya.

          The consensus on Whirlpool is, even though Amaysim has bought Vaya, it hasn't improved Vaya any. They're still separate, same staff, same clumsy (or is it deliberately dishonest?) practices, etc.

          One thing you could do is open a bank account somewhere (that has no monthly fees), deposit $100 so their initial 'balance check' of the account approves, and give that card to Vaya. Immediately afterwards transfer all the money out and ignore any emails that may start coming asking for payments they're not entitled to. The only problem I can see with this method is, Vaya may put a black mark on your credit history. So I'd probably still argue with them over the billing until it stops, keep all emails and/or install an app on your phone that records conversations with time/date stamps for evidence, and later on check your credit history. (I've read in the past you can can appeal/adjust this somehow - so you could either ask them to remove the negative, or provide the info when you try to amend it yourself.)

          Or perhaps a better way is to write Vaya off as a loss, grab a couple of these (oh, I see you mentioned it yourself, LOL): https://www.ozbargain.com.au/node/336305 - and activate the second SIM before the voucher expires (11:59pm AEST 21/11/17).

          That gives you a little 60 days to decide what to do.

          Oh, and during those 60 days watch for any new Groupon Amaysim deals. They've had a few recently in quick succession which are only a few $ per month, like this: https://www.ozbargain.com.au/node/336357

          The only reason I went with Vaya was because there were no other deals right at that moment. Now that Kogan one came up, and 2 or 3 Amaysim deals, I wish I hadn't.

          The cheap mobile deals have been coming pretty thick and fast. From now on I'll just be porting from one company to another. If no deal is available right at that time, I'll just do without outgoing calls for a couple of weeks. (I actually have a $0/m vodafone SIM from years ago which I only pay for outgoing calls.) But also keep in mind most SIMs don't immediately deactivate - so you can still receive SMS/calls for another 28/30 days for example - just not phone out. So you could text everyone you won't be able to call for a couple of weeks while you wait for the next SIM deal, or use someone else's phone, etc. LOL.

        • GregMonarch on 22/10/2017 - 15:47

          Oh, and my bank once told me if I wrote to a company and revoked their authority to direct debit my account, I could bring that letter into the bank, and they would block that company from debiting the account.

        • GregMonarch on 22/10/2017 - 15:59

          Just remembered… I think you're supposed to include your SIM number (barcode at the bottom-right of the Vaya letter) in the email too. If you do sign up and find it on their site, post it here so others can find it too. (The info isn't obvious. You have to look carefully during signup. It's in a side menu, or you have to click on help, more information, etc. before you can see it.)

  • Vincentg on 20/01/2018 - 22:41

    I have issue with them too.

    Very hard to cancel. you need to call/email them.
    Been charged after cancelling the account.
    Their bill system is very messy.
    if you do not pay them, you will be added up a late fee.

    VERY DISAPPOINT!!!

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