Need help with monthly billing mess

[nm1213]

Hello,

Thank you in advance for any help and advice with this. Sometime last september I took out a blackberry with vodafone, on their enterprise plan. This included BES access and voice calls. Everything was well, and then a little while later, I switched to a windows mobile device. This is when the problems began.

During the switchover, I asked the customer rep to put me on an email plan that allowed me to access a corporate exchange server via direct push... basically, email via GPRS, and a small amount of heartbeat data.

The customer rep recommended Vodafone Business Email, and I agreed to this. Later, when installing this I discovered that biz email is only for pop/imap access, and does not work with direct push. I don't have access to POP/IMAP.

I called them again, and they recommended the enterprise plan... I asked if this included direct push. They said yes, but I was skeptical. I asked for further documentation, which I was provided. This stated that I had to have an agent of some sort installed on my mailbox server. This is a problem, since I work for a large company, and my mailbox is on a server in California, and there is no way I have any access to it beyond mail retreival.

I did not give them permission to put me on this enterprise plan... but they did. I called in and they took this off after a month.

Then I asked for what data plans were available to me.... I was a business customer, on a personal plan... 29.95 for 500 min + stop the clock + 50% extra. The customer rep said there was no data plan available, and I had to switch to a small business plan at £45/mth for 500 min. Only then, I could get a text package that would allow me to use data on it as well.

I reluctantly agreed... and the person also said they would include about 20mb of data free as part of the plan. This is fine and all, but each bill, they still deduct the data charges... and then I have to call back and explain that the data charges are supposed to be included... They agree and credit things back. This has been going on for 3 months now, and I'd rather not have to call in for each bill.

Also, with this new pricing for data, I'd much rather go back to my old 29.95 plan, and add on the 7.50/mth for 120mb of data and be done with it. Is this possible at all?

Thks!

N.

[Stu-]

Also, with this new pricing for data, I'd much rather go back to my old 29.95 plan, and add on the 7.50/mth for 120mb of data and be done with it. Is this possible at all?



Sorry I couldnt answer the other parts of your question, I'm a former Vodafone Employee and can answer this query for you, As far as I would know the old £29.95 priceplan was an old priceplan so you wouldnt be able to revert to anything other than current priceplans, The priceplan codes get removed from the system as and when the priceplan or deal is no longer available.

I think the data question you had, Where you have to keep calling regarding the £7.50, If someone from VF Reads these boards might be able to rectify that for you in the forms of a discount on your account

Best of luck with it

[faza20]

Hi nm1213

It looks like there's been a lot of confusion with your account over the last few months.

Like Stu says, it might not be possible to move back, as your old priceplan may no longer be available, however, it's very likely there is one like it currently available.

Working for Vodafone, I can say we would need to see your account to even hazard a guess at how to solve your other problems.

If you want to get into contact with us, you can do so by using the Online Contact form (https://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=Page_Help_ContactUs&pageID=PCU_0002), then putting FIT135 anywhere in the body of the text. This will ensure your email is routed to a team who will be able to help.

[nm1213]

Faza20,

Thank you for this. I've sent the following to FIT135

-------------

Hello,

This is a message for team FIT135

This is regarding the following internet forum post.

http://www.3g.co.uk/3GForum/showthread.php?t=59735

Ideally, what I would like is to go back to something like my previous plan, £29.95 + Stop the Clock + 50% more minutes.

I was originally on this plan, but had to switch to a small business plan to get a data/text bundle.

The previous customer service rep (most helpful) was able to put on a credit for the text/data bundle. However, I have to keep calling each month (3 times now), to get this initiated, because otherwise it just keeps billing me automatically.

Lastly, in combination with my old plan (or new equivalent), I'd like to add on the £7.50 data bundle but only if:

The total montly cost of the plan is cheaper than my existing small business data/text plan.

Thank you FIT135 for your help.

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[nm1213]

I have to say though, despite the billing system, I've nothing but good things to say about the customer service people. I'm not sure if this is because I have a business account, or in general.

Thanks again!

N.

[nm1213]

Update:

I've already heard back via email! This is incredible service, and just how it should be. I honestly have nothing but good things to say about many vodafone customer reps who have helped me so far with rather unusual requests.

N.