Spend manager not working

[JDD]

UPDATE: A TRULY BIZARRE SITUATION WHICH HAD ME QUITE DISTURBED. HANDLED PROFESSIONALLY BY VODAFONE CUSTOMER SERVICE AGENTS WHO HAD A FULL DETAILED RECORD OF THE ISSUE.

ISSUE RESOLVED.

THANK YOU.

When I set up an account with Vodafone UK a spend limit was set up in store.

I have been relying on that spend limit to protect me.

It doesn't exist/was never set up, or has been turned off by Vodafone etc. and has permitted me to go well above the limit on the one and only occasion since setting it up in store that it has been required.

I am informed by Vodafone UK that I need to increase my spend limit if I wish to make any further calls! This would not be a problem if my spend limit set up in store existed.

This is a very unpleasant situation Vodafone UK. I will be returning to the store today, settling the bill, taking my custom next door and letting anyone who cares to listen to my experience know about it should this situation not be resolved correctly.

Very disturbing.

[BandOfBrothers]

That's not good at all as this is in place to protect an account holder.

Certainly not a good experience for a new customer who now is considering changing 

If you take a look at this link it shows what the Spend Manager helps with and what it does not cover @JDD 

vodafone-spend-manager. 

A person has 14 days as a cooling off period to cancel without an Early Termination Fee.

However if the charges you've encountered should have been covered by the Spend Manager then do please speak with Vodafone either by the store or 191 , Live Chat or the Vodafone Social Media Team's via Contact-us-for-account-specific-queries and they'll get this resolved quickly for you.

[JDD]

I have been with Vodafone for  around 2 years.

The spend limit was set up in store.

It's a mobile phone, it is for making/recieving phone calls. If the spend manager does not cover that is there a point to it? That is not how it's function was described to me at point of purchase.

It's primary use is how it incurs costs.

The contact number is closed and there is no chat service available at this moment. That is why I will be going to the store which opens at 9am.

What do you not understand?

Thanks for the blanket/generic response which is largely not relevant. Does anyone ask questions any more?

You are right, it is not good...by any stretch of the imagination.

Are you seriously telling me that "TOBi" the automated response is "live chat"

[BandOfBrothers]

My apologies @JDD I read the post wrong and incorrectly assumed you were a new customer.

I'm a customer just like you.

I've edited my initial reply.

I wish you well in what direction you now take after visiting the Vodafone Store as you've explained in your opening post in regards to " taking your custom next door "

I wish you all the best with this. 

[JDD]

So finding out why my spend limit that was set up in store is not functioning/turned off etc. and has led to a really unsatisfactory situation Is of no relevance and a scenario that others may have faced or be faced with?

I am faced with going "next door" as I am informed I now need to increase my spend limit to make any calls.

Am I "chatting" to "TOBi" here by any chance?

[JDD]

No worries. Thanks for trying.

[hrym]

Quite why Spend Manager wasn't set up is a bit of a mystery.   I have one, set to a modest level to avoid excessive charges from something I'm not expecting, but it's a while since I set it up and I thought it was something that was mandatory on newer or upgraded accounts (something two years old should cover it, if I'm right about that).

It's worth pointing out that you can manage this, and a lot more, from the My Vodafone app (it's the first option under Manage Bars & Extras).   If you have out-of-plan charges, the app can also show you these so that you know where you are before the bill hits.

[JDD]

It was set up. There is no mystery.

As I now understand it, it was disabled by Vodafone because it was not allowing me to call a particular number. It was the result of me contacting them about not being able to contact the particular number. A normal local landline number but if I remember right I was roaming at the time. Bizarre!

If a limit is set, It is set. I should not need to access any app etc requiring Internet access etc. to check it and it should function. End of story. I am often in locations where a phone signal is a privilege not a right!

If it is disabled I would expect numerous notifications and reminders of such. In this instance because of the reason that led to it being disabled that did not happen at that time or since, fortunately an "unusual usage" message alerted me to a possible issue.

If it is disabled because it is not enabling a particular number to be called  that is an issue that is identified and should be remedied. Disabling a call cap is an unusual remedy but obviously the immediate solution at the time when that issue had been identified.

I was impressed that all these details were available,  solution reached/problem solved.

I am not impressed it happened in the first place, but this is what happened, it has been dealt with and professionally. There is a very high potential I would not have noticed it if I hadn't fortunately been notified by Vodafone about unusual phone usage. I have little time to monitor most day to day things and rely on a variety of methods to do this for me.

In this instance the failsafe was not active, there is a reason for that, it has been identified and remedied. 

What is impressive is all relevant history and information being available to identify the cause and a timely solution reached.

[hrym]

You say that the limit was disabled to allow you to make a call while roaming.   That would turn spend manager off and you would need to re-enable it after you got home.   You say "if it's set, it's set", but this remains true only as long as it's set.   If it's disabled, it's no longer set and won't re-engage automatically.   If i'd turned the cap off because I didn't want a spending limit, I'd be mightily frustrated if it kept kicking back in.

As I said, it's a long time since I set mine and I can't remember whether I got a text to confirm it, but I suspect I did.   Having never disabled it, I don't know what happens then.   However, I've changed a few other settings and they all receive confirmation of toggling both ways.   You'd only get one confirmation, not several because it's assumed you know what you're doing and have been informed.

You've confirmed that the cap was disabled and, in that position, I'd expect to re-enable it myself once I needed it again.   I can't see any other course of action.

[JDD]

Are you overthinking this?

I had not reached any spend limit stopping the ability to make the call, an increase in limit and not disabling the cap would have been adequate in that instance. As a result of my call to access a particular normal landline number from abroad (and about a year ago if I remember right) the only solution in that instance was to disable the limit. I didn't disable it. 

What do you not understand?

Is there any point to your reply? Read your first 2 sentences in light of what is known!

Guesswork and supposition helps nobody.

As I said, "does anyone ask questions anymore" 

Fortunately this appears to be an isolated/unusual case. I came here when all other avenues were closed and with a hope to gain information.

I believe we are all done here.