18-12-2011 07:12 AM
The Help Support Centre has advise on how to stop 'unsolicitied reverse charge premium rate short code messages' on the following link.
Vodafone has omitted to add to the advise given on the thread that there is a bar to stop these messages which Vodafone should be proud to be able to offer for customers to be able to secure their accounts and prevent these scam reverse charge SMS messages being sent to their phones.
The availability of this bar should be on the advise given to customers and should not be kept as one of Vodafone's best kept secrets.
Why has the availability of this bar not been added to the new help Centre and advertised ?
20-12-2011 09:22 AM
Hi there team
I asked this question on the forum expecting some feedback and explanation from you guys.
This is important information on how to stop premium rate text messages and the bar is an asset to Vodafone and a good reason to be a Vodafone customer.
When you reply, please do not say you will be feeding this back. Its about time Vodafone made their customers fully aware that there is a bar available and the information and availability of the bar will be added to the new Support Centre link as to how to stop getting premium rate messages as it should be.
21-12-2011 10:40 AM
Thank you so much for raising this point. I agree that the bar is a brilliant service and it's something I use myself.
We don't have direct access to update the help centre articles here so I have requested this is added asap (ref 5882). I'll be chasing this myself so if it isn't there soon, feel free to PM me and I'll give you an update.
In the mean time, I'm made the information available in an FAQ that I've pinned in the New Vodafone Customers board here.
I mentioned a little while ago about the FAQ work that I'm working on. That's been delayed a little bit but I'll be back to it soon and we'll then have even more useful information available.
Thanks again for this thread and keep the suggestions coming.
21-12-2011 12:42 PM
Thank you JD,
Its fantastic that Vodafone are able to offer this bar to their customers, the bar proves Vodafone are a responsible network and are genuinly interested in protecting their customers accounts from expensive unwanted SMS.
This bar has certainly made me not want to leave Vodafone.
Best wishes for Christmas and the New Year.
28-12-2011 03:59 PM
01-02-2012 02:25 PM
Sorry for the late reply - I've just got back from my two weeks at Disney World.
I've checked on the request and it's currently on hold until another update on the site is completed. I've emailed the team that performs the updates to ask for the ETA on that and have again pointed out how valuable this information is.
I'll let you know as soon as I get a reply to my email.
03-03-2012 08:26 PM - edited 03-03-2012 08:29 PM
It has now been more than two months since I started this thread.
If I didnt know the Tech Team better, I would think that Vodafone were deliberately trying to hide the bar from Customers.
I have suggested that the availability of the bar be added to support which it should be and is something JD was looking into, or has been looking into for the last 2 plus months.
I have also suggested that the Premium Rate SMS Frequently Asked Questions should not be hidden away in the New Customers Forum and be moved to the Frequently Asked Questions section of the forum where it would be more likely to be seen and be of more help to customers.
I have just replied to the following thread on the forum, where the OP has mentioned that Customer Services know nothing about the bar.
The bar has been available since 2008 and during those four years which is as long as the forum has been going, instead of proudly letting customers know there is a bar to protect accounts and advertising the service, Vodafone have kept the bar as one of their best kept secrets, even Customers Services deny its existance.
When are Vodafone going to add the information to support, make Customer Services fully aware of the bar and change the information from the New Customers Form to the Frequently Asked Questions of the forum. ?
I notice this thread is marked as solved, it is not solved. Please remove the solved tick.
04-03-2012 11:46 AM
I'm really sorry that you're not happy about this. We've had such a challenging few weeks, JD has unfortunately been off again unexpectedly, and we simply haven't had the time to continue with the FAQs yet. It's on his to-do list to integrate the Premium rate FAQ with the main ones, they're still a work in progress so please don't worry that it's been overlooked. I can't give you a timescale on when this will all be finished, I'll temporarily move the existing FAQ over to that section, and we'll properly integrate it when we get a chance to.
We see really low volumes of premium rate SMS complaints on the forum, so whilst I know it's of particular interest to you that we share the relevant information about the bar, the overall demand is really low, and we have a duty not to over-egg something and make it appear a bigger problem than it is. We feed back requests for additions to help pages whenever we get them, but that's not to say those pages will actually be implemented. The good news is that the information is readily available for those searching for it via the forum (and largely thanks to you), so it's unlikely anybody is missing out based on the current setup. We get a huge chunk of our traffic to the forum and website via search engines like Google, and I've tested some phrases I think people might search for:
"Reverse charged text on Vodafone" brings up this thread as a top result
"Premium rate text charge Vodafone" brings up this thread
"Block premium text messages Vodafone" brings up our FAQ: Reverse charged text on Vodafone FAQ (I've encased the link with different text to help another search expression)
So I honestly think we're pretty well covered for advertising this service to people who are looking for it.
If we were to outwardly promote blocking of those services, I think we'd end up with a situation similar to Content Control, where the complaints about being blocked by the service outweigh the positivity about it being available in the first place, so we're in a real catch-22. You also have to remember that there are thousands of legitimate companies within the UK offering genuine purchases to happy customers via this service, not to mention the millions in charity donations which are made through it every year. We'd look a bit strange if we took a hard stance against that, I'm sure you agree.
So, again, I'm really sorry that this has gone on as long as it has, and I understand you being disappointed with us, but I just wanted to give you a little extra insight, and reassure you we'll always do what we can to help customers in need via the forum.
04-03-2012 04:59 PM
Thank you for your detailed reply which explains the situation.
The only comment I would make is that Customer Services need to be better informed of the existance of the bar. There is no point customers calling 191 for help and advise and being told there is nothing which can be done to stop these unwanted scam messages.
Best wishes to you Tom.
05-03-2012 08:25 AM
09-06-2012 06:51 PM
Customer services are ignorant (maybe wilfully so) of any ability to bar reverse charge sms messages. I've just found daily occurrences of these of my bill, which is for a data SIM, for which I didn't even know the phone number. These are so obviously incorrect (I would say fraudelent) that I was taken aback by the unhelpfulness of Vodafone's CS reps. They told me there was no way for Vodafone to block these in future.
Tom: while you may see low volumes of premium rate SMS complaints on the forum, I suspect this has more to do with the low volumes of customers on the forums and the low expectations of customers that Vodafone is interested in combatting this fraud, which contributes to Vodafone's profits in no small measure.
11-06-2012 11:26 AM - edited 11-06-2012 11:26 AM
I'm really sorry about your experience to far - let's get this sorted for you asap! I've just sent you a PM; follow the instructions in it and we'll be in touch.
We'll also be able to look into who you spoke to and feedback to the customer service adviser in question.
Speak to you soon.
You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.
03-07-2012 10:09 AM
Sounds simple - there is a Unsolicited Reverse Charge Premium Rate Short Code BAR. I admire the tenacity of Anne. I have just had a long web chat quoting the forum and alas at the end falling back on taking the advice to send a STOP text to the different numbers I have recently received unsolicited texts from. Customer services do not know how to action my request to stop all premium rate texts to me, even with directing them to this forum the same answer kept coming back.
Can Vodafone post on this forum instructions that customers can pass onto Customer services if they do not know what to do.
As this service has been available since 2008, and this forum subject has been going for 6 months, and still with no update on FAQ. Sorry I was not able to find New Vodafone Customers board. Can a link be put here?