Emergency Calls Only

[bolo]

Just bought another vf Smart Ultra 6  and have 2 questions:

1.  I got a payg sim with the phone but how do I set it up to make calls and avoid the title of this thread message, and;

2.  Where do I find the facility to alter data roaming setting?

[bolo]

What have I done??? How on earth did I manage to merge the Emergency Calls and Checking My Balance threads? I need a dram😣

[Annie_N]

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@AnnS wrote:

If you have downloaded the My Vodafone Application on your phone, you will be able to to see your balance and remaining bundle allowance.  You should also be able to see any extra's under my products and services.

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I see my balance and any remaining bundle or freebie allowances on the app. Alas though, I've never been able to see anything at all about Extras or Bonus Bundles, other than a sort-of indication that I may have one, on the app - certainly never any indication of remaining allowances or expiry dates. It seems to be a poor shadow of the version offered for PayM accounts. Although I have read grumbles that PayM bolt-ons don't show how much remains.

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@BandOfBrothers wrote:

I'm wondering if it's virtual minutes which wouldn't show in your myvodafone and are typically used after your own normal allowances is used up. 

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As far as I'm aware, all the bonuses, whether Rewards, top-up bonuses or goodwill/compensatory, are used ahead of paid-for allowances or bundles. Though finding details of exactly what you have can be pretty challenging!

[bolo]

Thought that this saga had come to an end until earlier today, when checking my bank statement, I found that £15 had been taken from my account by Vodafone. The guys in the store had said that they would transfer my £15 credit from the faulty sim number to my new new sim number. And I believed them!  What really happened was that, in his attempt to transfer my credit, something went wrong and I am left with the tab.

I am really, really  sure that Vodafone try to provide an excellent service  but fail to do this because of a huge breakdown in communication  between their various  departments.

[Annie_N]

How profoundly depressing! But I'm glad that you see that it's a failing of the system somewhere, rather than some dark conspiracy. (I think it casts light on why someone kept rolling up your threads together - the problems are related to each other in some way, and are best understood in relation to each other. Though why one person should get such an unfair proportion of the trouble is beyond me.)

Had you set up a direct debit to cover future top-ups? If so, you could claim the money back via your bank under the DD guarantee. If Vodafone has somehow managed to use debit card details which you provided for the sole purpose of buying the phone in order to pay for something that had somehow ended up misclassified as a new top-up, that is a more worrying situation. I can only suggest yet another return to Live Chat or CS - but the total amounts of your time and staff time, to resolve what ought to be a straightforward account matter, is becoming thoroughly frightening.

[Annie_N]

I thought it would be best to keep this as a separate post from the previous one! Earlier in this discussion, I expressed some doubt about the detail of bundles and remaining allowances that could be seen via the app, in comparison with one's online account. I now find that I'm in a position to demonstrate this.

I have a "regular" £5 Extra Data, and should also have a Rewards Bundle of UK minutes. Live Chat had to activate the latter, and I got some bonus texts as compensation. As a result, my online account shows the following:

and I can scroll through the list to see the details:

The above screenshots were taken yesterday, at which point the app was only showing my balance. Overnight the app has caught up, and now shows the Extra Data, including the usage I made of it yesterday evening. But there is no sign of any of the Rewards/Bonus bundles, and on past showing I'm not expecting to see any mention of any of these.

I've also checked my balance and allowances via 2345, and was informed of my Extra Data and my 100 minutes, but no mention of the texts!

So it looks as though the pecking order for completeness of information is:

1. Online account

2. 1345 or 2345 (this is calling 1345 or 2345, and responding to the prompts, not using the *#1345# MMI code, which gives balance only)

3. App

In particular, and very sadly, it looks as though the App is unlikely to confirm that any bonus bundles are in place, whether applied by Live Chat, earned through a top-up, or acquired via Rewards.

[bolo]

Annie_N said:

"If Vodafone has somehow managed to use debit card details which you provided for the sole purpose of buying the phone in order to pay for something that had somehow ended up misclassified as a new top-up, that is a more worrying situation."

Then it is indeed a worry situation because, as far as I can see, that is exactly what they have done!

Annie_N also said:

"I can only suggest yet another return to Live Chat...."

I did Annie, but to cut a long story short here is a selective piece of my chat with the supervisor:

"P.....: Are you looking to refund the credit balance to your bank account?
Bob: I'm looking for the £15 which was deducted from my account without my permission
P.....Is this for 07......... or 07.........?
Bob:The £15 on 07.........was supposed to be transferred to my new sim 07......... It wasn't and they took £15 from my account.
P.....No worries, let me check what best I can do for you. I will do my best to credit £15.00 on your number 07.........
Bob: I want the money back in my account.
P.....:Sure, not an issue. I will credit 15.00 to your number 07......... If you want the credit of £15.00 to your bank account, you need to contact Voice Support Team for the same. However, if you like to credit 15.00 on your number 07........., I will do that for you
Bob: I do not want credit. I cannot believe that you can't arrange with accounts to get my cash refunded.
P.....: Had it been possible to arrange the refund to your bank account, I'd have done this for you already.
Bob Why can't you contact the voice support team?
P.....:We're from the Online Support team. We're not the Voice Support Team.
Bob: I didn't say you were. I asked you to contact them.
P.....: There is no way, we can contact them. We're from the Web Chat Support Team. There is no way, we can contact them.
Bob:Perhaps you can give me a number where there will be someone to speak to.
P.....: You can give call on 03333048069, then Choose the optio 1, 2 and then 2."

[bolo]

The smilies were a keying in error on my part and do not appear in the original script!

[Annie_N]

:smileysad: :smileysad: :smileysad:

[bolo]

After 5 calls finally got through to the right department and was told that the only way I could get my money refunded would be to visit the store and show them my bank statement! I just can't believe this!

[Retired-Sarah_A]

Hello @bolo

Apolgies this has not yet been sorted for you.

I will send you a PM with an email address so we can get this sorted for you.

Thanks,

Sarah