Back to Help and Support
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Unfair billing, no notification of bundle usage and then since complaint usage info appears!

sbmara
2: Seeker
2: Seeker

‎18-12-2017 08:06 PM

I have a bundle of 500 minutes to call abroad.  I apparently went over the allowance for the first time in over 18 months but was not aware. I went on to my vodafone account. At the time, there was no mention of the the bundle usage, but since it has suddenly appeared!  Has anyone else had this problem? 

0 Thanks
5 REPLIES 5

redpages
17: Community Champion
17: Community Champion

‎18-12-2017 09:59 PM - edited ‎18-12-2017 10:00 PM

What type of price plan are you using? (e.g. pay monthly, pay as you go, SIM Only)

Vodafone customer since 2004. Attempting to help where I can on the Community

0 Thanks

BandOfBrothers
17: Community Champion
17: Community Champion

‎19-12-2017 05:36 AM

Hi @sbmara

 

Ive not come across this myself. 

However if you feel it’s not right then by going through Customer Service On 191 you can ask for this to be investigated. 

Current Phone  >

Samsung Galaxy s²⁴ Ultra 512gb.

 

 

0 Thanks

Annie_N
Community Champion (Retired)
Community Champion (Retired)

‎19-12-2017 08:30 AM - edited ‎19-12-2017 08:31 AM

Presumably this is the International Saver 500, at £7.50 pm? Available on Pay Monthly and (I guess) SIMO, but not PAYG, where you can get an Extra giving 50 international minutes for £5 - about the only calling abroad aspect where PAYG is more expensive than PayM!

As a PAYG customer, I can see via my online account how my Extras usage is going, but I don't believe I've ever got through my allowance to discover what warnings are issued as you approach the limit. The International Savers are relatively recent, so perhaps there has been some delay in fully stitching them into the account information, but that is no excuse for failing to send you an adequate warning when you've used your allowance. The step from no-charge to £2 per minute requires a very clear flag.

0 Thanks

Mark
Community Manager
Community Manager

‎20-12-2017 09:55 PM

@sbmara As we'll need access to you account to look into this, we're unable to help you vis the Community. So we can help, please contact us via the link provided in the Private message I've sent you.

 

0 Thanks

Getafix
16: Advanced member
16: Advanced member
In response to Mark

‎21-12-2017 02:28 PM

For Data there is a warning sent out by text, however that is not guaranteed.

Regarding other Allowances, I have never seen any notification. With packages that don't have unlimited Minutes or Texts, again there is no warning of getting close to Finishing Allowance.

 

I think it is responsibility of the users to make sure that allowance is not exceeded.

If Vodafone reduces the charges, then it will be their Goodwill. Don't be surprised if they say no.