17-05-2012 11:49 AM
Hi there. I am posting this message after struggling to get any cohesive response (yet?) from Vodaphone Email Customer Services and the phone customer service. It is not that the Vodafone represnetatives have been unhelpful. It is just that I have not been able to get straight answers and/or bills sent out to me (see story below).
The story begins in Spetember last year (2011) when my brother went to South Africa for alcohol detox and rehab. He is still in South Africa in rehab and is probably going to be there for some time.
Anyway, at some point in his time there he seems to have run up a huge phone bill on his Vodafone mobile. Apparently (and I have not yet seen the bills to be able to verify this) about £5,000 of this was in one day!
I have managed to speak to my brother a few times (he is still in hospital in South Africa) and he is not aware of removing any data cap on the phone - except to OK a few texts he received stating that he was about to 'go into his next 5MB allowance for £15'. (So in total he was expecting a bill of a couple of hundred pounds). He did not know the bill would be more than this. He says that he did not authorise any cap to be removed.
He is very confused as to how this could have happened, particularly as about £5,000 of this cost incurred on one day - which is anyones book seems ludicrous. To be on the phone (voice not data) you would have to be charged about £3.50 a minute for a 24 hour phone call to generate that level of charges!
I am now authorised on his account and have been trying (unsuccessfully so far) to receive a breakdown of the bill and relevant charges. I am hoping that it is within someone's power at Vodafone to reduce excessive charges when ill people have indavertantly made data calls (incidentally on a new iPhone 4s that was supplied by Vodafone and sent out to South Africa by our mother).
I have asked repeatedly for the breakdown of the charges, what they were for, and when they were incurred, on a call by call basis, to be sent to me, but nothing has come through. I spoke to one of your colleagues in customer services yesterday (16 May 2012) and he said that they would be sent out to my address, but after repeated promises from the web support team that this was going tohappen weeks ago, I am not holding my breath. The other information we are looking for is where and how a data cap was taken off the account (i.e. text, voice call or in person somewhere) as we thought there was a £100 data cap on international roaming charges.
My brother is ill and I appreciate I may not have all the information from him. However, this is not what he needs at the moment and seems excessive charging for services in anyone's book.
The final thing to say is that, despite waiting for a breakdown of the charges and more information, a letter was sent to his old address (where he no longer lives) stating that the debt may now (this week) be passed on to a debt collection agency.
If anyone out there at Vodafone can help, we would really appreciate it.
17-05-2012 12:19 PM
Sorry to hear about your brother, lets hope he gets better soon.
As for the charges, this unfortunatly account specific so one of the Vodafone Team will have to look into this one for you. They work on a first come first serve basis so sit tight theywill get in contact as soon as they can.
18-05-2012 12:24 PM
We'll need to take a look at the account to see exactly what the situation is. From what you've said it sounds like you have authorisation to discuss the account - if it's your brother's account you'd need that - so I'll send you a PM to get the details. All being well we'll be able to check the details you're after.
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