[Vodafone] Cannot Cancel Automatic Data Top-up?!

furic7 on 05/05/2019 - 11:18
Last edited 07/05/2019 - 22:43 by 1 other user

My girlfriend hit the data cap last month and get charged twice for $10/GB each.

She couldn't find a way to cancel the auto top-ups in the website, and even called the customer support but the staff simply said there's no way she can do it.

While I'm with Jeenee (Optus network), I can simple do this with a click in its website.

That's ridiculous that they can totally do it technically, but they just said they can't and force you pay.

Although they sent the data alert but still not very convenient to track and stop using the data just before hitting the data cap. Most of the time you get charged already while you receiving the 100% data usage notice.

Do you think I can report this to ACCC for this matter?

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Comments

  • jjjaar on 05/05/2019 - 11:19

    If she is on a plan she should consider increasing her data allowance.

  • kipps on 05/05/2019 - 11:20
    +3

    If you’re frequently exceeding the cap then why not just change the plan?

  • whooah1979 on 05/05/2019 - 11:40
    +3

    Do you think I can report this to ACCC for this matter?

    You should ask your GF to contact the SP again and ask them to cancel the auto top-up. Advise them that you'll seek the TIO assistance if they can't cancel the auto top-up.
    https://www.tio.com.au/making-a-complaint

    A complaint to the TIO may cost the SP more than what they charge the customer.
    https://www.tio.com.au/members/member-news/important-message…

    • Quantumcat on 05/05/2019 - 14:32
      +1

      I doubt that will achieve anything, all telcos do it and you can't turn off the auto topups.

      • furic7 on 07/05/2019 - 09:20

        Not with Jeenee

  • Randxyz123 on 05/05/2019 - 13:01

    Is she always getting close to/over her allowance? Call them back and ask if they'll wipe the charges if she signs a new 2-year contract?

  • [Deactivated] on 05/05/2019 - 13:55
    +2

    I'm with Optus and I was never told that I could ask to turn off auto top-up.

    Isn't there the option to turn mobile data off when you reach a certain limit on your phone? Mine has it.

    • whooah1979 on 05/05/2019 - 13:57
      +5

      Iphone to the best of my knowledge (4s, 6s plus and 7 plus) doesn't have a factory option to limit mobile data.

      • [Deactivated] on 05/05/2019 - 13:59

        Then why do people keep buying iphones?😲 Would it be possible to automate this function via tasker? Or does tasker also not work on an unrooted iphone?

        • Karfaffel on 07/05/2019 - 10:27

          Are you so insecure about your choice of mobile phone that you keep having to do this silly Apple bashing?

    • [Deactivated] on 05/05/2019 - 23:03

      OP, as alluded to by infamous Star Wars character/musketeer above, if can't alter automatic top-up and stuck with plan -

      https://www.google.com/search?q=set+data+limit+android
      Factor-in data session rounding and other margin when setting limit, 15% is safe starting point. Can adjust from there after comparing actual data used, end of the month.

      As indicated by pursuer of a possible runaway horsey -
      https://www.google.com/search?q=set+data+limit+ios
      https://apple.stackexchange.com/questions/332897/limit-cellu…
      Less easy on iOS.

  • Quantumcat on 05/05/2019 - 14:30

    That's normal with contract plans. All the telcos do it. And somehow they can never manage to be timely when giving you warnings for approaching your data limit either, always comes after you've already exceeded the limit and been charged.

    She should change to Belong - no automatic topups, and the data topups are cheaper (2 gb for $10 instead of 1). Plus if you run out of data you get shaped speeds, you're not cut off.

    • Karfaffel on 06/05/2019 - 10:37

      This is not true anymore.
      You just mentioned Belong doesn't do it.
      Exetel allows you to set limits on spend including $0 so that you don't get charged for going over the limit.

      Also the OP mentioned being able to do it.

      I've had experiences with Vodafone and I've talked with and helped a few people who have had these sorts of issues with them. Simply put, Vodafone has pretty dodgy business practices and should be avoided. They are one of the worst for service in every application of that word.

      And by the way I have also had the response that auto top up can't be turned off from a Vodafone representative.

      • Quantumcat on 06/05/2019 - 11:12

        Oh I didn't know that. My experiences were only of telstra, Vodafone and optus. Good on Exetel!

  • hm on 05/05/2019 - 15:24

    I call bullshit

    • josetann on 05/05/2019 - 17:46
      +6

      Stop calling me!

  • Lichen6420 on 06/05/2019 - 10:22

    It will likely be in the T&C's of the contract or customer agreement that you agreed to pay for excess data at a rate of $10/GB. Bet you didn't read it.

    • Karfaffel on 06/05/2019 - 10:38

      Perhaps let's try to not blame the consumer for what amounts to dodgy business practices?

      • [Deactivated] on 06/05/2019 - 10:49
        +2

        How is it dodgy business practices when it is clearly stated in every single phone plan that I've ever signed up for that if you use all of your plan’s included data, they'll automatically add 1GB data for $10?

        Vodafone: What happens if you use all of my plan’s included data?

        • Karfaffel on 06/05/2019 - 10:51
          +3

          It's dodgy business practice to make it impossible to turn off auto top up.

  • [Deactivated] on 06/05/2019 - 11:03
    +2

    OP, try your luck with the TIO . Would be interesting to hear what they have to say about automatic top-ups. I doubt they can do anything about it though. Your girlfriend signed a contract that clearly stipulates that she will be charged $10 for every extra gb over her plan and that this feature cannot be turned off. She agreed to it by signing that contract.'

    Perhaps she should look into upgrading.

  • RecklessMonkeys on 06/05/2019 - 12:11
    +4

    I dont think it's a matter for the ACCC.
    You could trying installing a data management app on your phone that can help prevent over-runs.

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