Vodafone usage theft

[Vodafone Company Rep]

Re: Vodafone usage theft

Hi again The Debt Star,

Further to my reply here I would add that whilst we don't like to read about the difficulties which some customers have experienced with us we are here to help as many as possible.

Ideally, every query which a customer raises with us, or any other company, should be resolved at the first possible opportunity; however, this isn't always possible for a variety of reasons.

Over the last eighteen months or so we have been able to assist many customers who have turned to consumer forums for guidance and it is always nice to be able to bring about a positive conclusion.

This said, there are of course those instances where situations can't be resolved, which is a shame, but again we have to be realistic about what is considered a reasonable course of action to take when weighing up all the known facts.

Best wishes,

Lee

Web Relations Team

Vodafone UK

[leclerc]

Re: Vodafone usage theft

Hi again The Debt Star,

Further to my reply here I would add that whilst we don't like to read about the difficulties which some customers have experienced with us we are here to help as many as possible.

Ideally, every query which a customer raises with us, or any other company, should be resolved at the first possible opportunity; however, this isn't always possible for a variety of reasons.
Poor customer service, poor recruitment, failure to comply with SOGA(just to quote a few of the reasons on these forums).
Over the last eighteen months or so we have been able to assist many customers who have turned to consumer forums for guidance and it is always nice to be able to bring about a positive conclusion.
Yet it continues to identify customers on forums so, the advice here is that whilst its nice to see you on here, we would prefer your polices on these types of incidents rather than your attempts to make yourself look like the good guy. Your company wouldn't need to be here if you had great customer service and great customer service agents.
This said, there are of course those instances where situations can't be resolved, which is a shame, but again we have to be realistic about what is considered a reasonable course of action to take when weighing up all the known facts.

Best wishes,

Lee

Web Relations Team

Vodafone UK

Can you just post up your policy on the issue cos that means that we can ask you questions related to the topic which may be pertinent to the user, in general terms? That WOULD be useful. You aren't superman and you're company ain't the best cos you wouldn't need to trawl the forums otherwise. Let's have a discussion and let the OP decide when or if they want to be identified to yourself from the forum.

[charitynjw]

Re: Vodafone usage theft

Hi Oggy,

I can appreciate the concerns raised here and would like to take a closer look at your case.

As such, could you email the details across to webrelations@vodafone.com marked for my attention and I'll get back to you as soon as I can.

Kind regards,

Lee

Web Relations Team

Vodafone UK

While any serious effort to sort out a dispute must be welcomed, I for one would view any firm's attempt to move an issue away from public scrutiny with the same healthy skepticism that should be employed by children when being offered sweets by strangers.
Just my opinion, though! :biggrin1:

[MEGLOS]

Re: Vodafone usage theft

you're company ain't the best cos you wouldn't need to trawl the forums otherwise.

aint that the truth!

[Vodafone Company Rep]

Re: Vodafone usage theft

Can you just post up your policy on the issue cos that means that we can ask you questions related to the topic which may be pertinent to the user, in general terms? That WOULD be useful. You aren't superman and you're company ain't the best cos you wouldn't need to trawl the forums otherwise. Let's have a discussion and let the OP decide when or if they want to be identified to yourself from the forum.

Hi leclerc,

Although I've offered my assistance to Oggy it remains entirely at their discretion whether they wish to accept it.

These types of cases are admittedly unfortunate but rare and from a strict billing perspective the charges in question will have been billed in accordance with the price plan chosen and as such would be considered correct.

However, in some instances a judgement call may need to be taken but this can only be done once the case has been fully reviewed.

While any serious effort to sort out a dispute must be welcomed, I for one would view any firm's attempt to move an issue away from public scrutiny with the same healthy skepticism that should be employed by children when being offered sweets by strangers.
Just my opinion, though! :biggrin1:

Hi charitynjw,

Thanks for comments here.

As you'll appreciate, in the instance of a case which is considered account specific we wouldn't be able to discuss is publicly with the customer.

This said, we have never asked a customer not to return to a thread to confirm the outcome of our involvement in their case.

aint that the truth!

Hi MEGLOS,

I'm sorry to see that you feel this way about us.

Is there anything I can help you with at all?

Kind regards to you all.

Lee

Web Relations Team

Vodafone UK

[The Debt Star]

Re: Vodafone usage theft

Lee Vodaphone, I think MEGLOS is commenting on the fact that you appear to be trawling these forums looking for customer relations brownie points? When , in fact, your company should not be making consumers' lives hell in the first place. Not an unreasonable position to take imo. Not that I'm bothered by your trawling for MEGLOS as well - but maybe he does mind?

[leclerc]

Re: Vodafone usage theft

Lee with an internet dongle, when the useage spikes upwards dramatically, do you have any fraud protection measures in place? For example, in financial services, where an account is dormant for quite some time and then a spike appears ie a large purchase it would throw up a warning marker. Is there anything that Vodafone have which could be placed on a dongle, ie similar to a credit limit or useage limit similar to betting sites and a limit to how much you can put into the account in one day?
If you don't would you be kind enough to feed that up the line. If this dongle had had a limit of say £50 then they would at least be able with the bill rather than having to deal with a £400+ bill.

[Vodafone Company Rep]

Re: Vodafone usage theft

Lee Vodaphone, I think MEGLOS is commenting on the fact that you appear to be trawling these forums looking for customer relations brownie points? When , in fact, your company should not be making consumers' lives hell in the first place. Not an unreasonable position to take imo. Not that I'm bothered by your trawling for MEGLOS as well - but maybe he does mind?

Hi The Debt Star,

I agree that any company should be looking to resolve it's customers queries at the first available opportunity.

However, as I've mentioned before, there are instances where this doesn't happen and where we see examples of this being posted about online we'll offer our assistance with the best of intentions.

Lee with an internet dongle, when the useage spikes upwards dramatically, do you have any fraud protection measures in place? For example, in financial services, where an account is dormant for quite some time and then a spike appears ie a large purchase it would throw up a warning marker. Is there anything that Vodafone have which could be placed on a dongle, ie similar to a credit limit or useage limit similar to betting sites and a limit to how much you can put into the account in one day?
If you don't would you be kind enough to feed that up the line. If this dongle had had a limit of say £50 then they would at least be able with the bill rather than having to deal with a £400+ bill.

Hi leclerc,

Having made some enquiries I can confirm that we do have processes in place to monitor for high usage.

However, I'd add that these are not intended to negate the customers responsibility of reporting missing equipment to us so action can be taken to suspend the service and prevent further charges being incurred.

Should the OP decide to get in touch this will be something we'll be looking at.

Thanks,

Lee

Web Relations Team

Vodafone UK

[charitynjw]

Re: Vodafone usage theft

Hi Lee

(Re #20
"Hi charitynjw,

Thanks for comments here.

As you'll appreciate, in the instance of a case which is considered account specific we wouldn't be able to discuss is publicly with the customer.

This said, we have never asked a customer not to return to a thread to confirm the outcome of our involvement in their case.")

I note your comment with some puzzlement.
Your apparently cautious attitude completely overlooks the fact that ladybird has no qualms whatsoever in publishing, on an open forum, certain details of an *alleged account.
These details, however, do not identify a living person, & so do not not fall foul of the Data Protection Act. (For a plethora of useful information on the DPA, please feel free to use the ICO section on this forum).
If, however, you are suggesting that company policy dictates your position, then I respectfully reiterate my previous comment. (refer #18).

*no offense intended by the use of 'alleged', ladybird!.

[leclerc]

Re: Vodafone usage theft

Hi leclerc,

Having made some enquiries I can confirm that we do have processes in place to monitor for high usage.

However, I'd add that these are not intended to negate the customers responsibility of reporting missing equipment to us so action can be taken to suspend the service and prevent further charges being incurred.Yet you still charge them in spite of a burglary being reported to the police. With a bank, they would refund the monies taken should the card be stolen(albeit providing they didn't give the person their pin). If useage jumps up dramatically for zero to more than £400.00 that would throw a massive red marker within the bank. Suspending a service would be better for the customer than simply saying, "well, you didn't say that you had lost/had the dongle stolen so why should we do anything about it." That kinda attitude stinks especially if the OP has the Crime reference number for the burglary.


Should the OP decide to get in touch this will be something we'll be looking at.
As you've kinda said, your viewpoint is that they didn't report it so tough and the phone calls that the OP has made has merely cemented this viewpoint. It isn't good enough to be honest to simply say that a spike in the billing is not a reason to suspend an account. Are there credit limits that can be placed on an account, ie for example, £100 so that the service is suspended once it hits that mark until a payment is made? Surely that might be a good idea since in this day and age, if someone does do this they can easily go to a public library and access emails from there should they hit their limit.
Thanks,

Lee

Web Relations Team

Vodafone UK

See above, Lee. I partially see what you are saying but it is an irresponsible viewpoint for a company not to have limits because where a dongle is stolen and used and useage spikes, Vodafone clearly have a limit that is way too high for anyone to do anything of any real use to the customers that they take the money from. Needs to be better, Lee.