Pay monthly services

[pearsor19]

I have recently spent 2 weeks in Greece, where I made use of my daily 25mb data roaming limit. I was planning to use data up until I received the warning text indicating 80% off the allowance had been used. I would then turn off data roaming for the rest of the day. However, not once did I receive any warning texts (I received several texts welcoming me to Greece and outlining my 25mb allowance). Upon returning to the UK, I was hit with a bill for an extra £150 data use over and above the 25mb daily allowance. My question is - why did I not receive any warning texts? I was relying on them to avoid using expensive data over my daily limit. Why will Vodafone not refund these charges? Also, I have been reading about a €50 monthly data roaming cap within Europe that is required to comply with EU law. If that cap exists, how can VF be sending a bill for nearly 3 times this amount for a single monthly period? Very confused and angry.

[Vampfy]

I can't comment on your account because I'm not a Vodafone employee, however, I know the €50 cap exists unless you opt out of it (which still complies with EU Legislation).

[bertyb]

I agree with Vampfy, you should probably focus on finding out about why the Data Cap has not clicked in, there are ways to opt out, via a short code and via customer services, for customers who want to go over, I would go down that route,  good luck

[pearsor19]

The most frustrating thing is having to talk to customer services reps who seem to have been very well trained in the art of stonewalling. They claim to have never heard of the monthly roaming cap, can't tell me why I didn't receive the warning texts - except to suggest it might be down to a poor network in Greece (Vodafone Panafon), or somewhat ludicrously because I hadn't visited the iTunes store to activate the service!!! I will keep pluggng away however, being a subscriber to Which Legal Services has been helpful in the past - I'm sure it will be so again. I guess I should infom Oftel and Ofcom that VF seem to breaking EU law by billing me for over €50 when I certainly haven't opted out of the cap. Then there is always the small claims court. Anyone from VF reading this that might like to comment?

[Dave]

Hi pearsor19, welcome to the eForum!

Apologies for not responding sooner - we're in high demand so we are getting to evry query as quickly as we can.

We do operate a data cap, as you say, and disabling this usually only happens on request from a customer, so we'll need to take a look and see why that wasn't activated. I'll send you an email so we can take a look and see what's happening.

Please respond back with the requested details and we'll be able to see exactly what has happened and go from there.

Dave

eForum Team 

[pearsor19]

Thanks very much. I have sent the requested information.

[pearsor19 · Accepted solution]

All sorted out. Thanks very much to the e-forum guys.

[John_page85]

Hi,

Earlier this year in January I experienced similar problems to those described in the above posts. After emailing Vodafone customer care on 5 occasions regarding the apparent data cap and the lack of usage confirmation text messages received, I was reminded simply that the "I confirm once the customer is exceeding the data allowance he is notified by text message for data over usage"

Unfortunately this was not the case as I had explained on several occassions.

Given the lack of helpful information supplied by Vodafone until now, I would be extremely grateful if someone from the Tech team could perhaps take a look at this case and advise whether the data cap and user update service has been applied appropriately.

Many thanks,

[James]

Hi John_page85,

I’m sorry that you were not able to get your issue resolved however; as you can see from the above poster the eForum team are extremely good at getting results for our customers.

So we can look at your issue for you I have sent you a quick PM with details of how to get in touch with our team directly with your account details, please follow these instructions and one of our team will be able to help you further.

You can find your PM inbox here.

James

[Kerry_M]

Hi,

I am so happy to have found these posts, i am also experiencing this issue with VD.

My bill is normally £10.50 per month as i am a sim only contract. I very rarely go over my limit, and if i do it £5max.

This month my bill is £210!!

Customer services are saying this is correct and refusing to refund me.

I did not receive any text to let me know i had gone over my limit, and to be honest i don’t even know how it’s possible and ive not done anything differently this month.

Also when i had 4 days remaining on my monthly allowance I checked my balance and it was £10.50. So in those 4 days i apparently spent £200 on internet usage.

Any help on this would be great as i keep hitting brick walls

[Jenny]

Hi Kerry_M,

I’m sorry to see you’re unhappy with your recent bill and I’ll be happy to explain this a little further.

Firstly, all roaming costs and info can be found here.

You’ve not mentioned the amount of data and texts etc that have been used so have you checked the breakdown of your bill online via My Account? From here you can see where the charges have come from (i.e. data, calls, texts etc).

If this is due to data use then we can’t see what you’ve used, only that you’ve used X number of MB.

For more information on the Data Roaming Cap click here.

Thanks,

Jenny