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Vodafone billing systems still with problems after the pit stop

By Mauricio Freitas, in , posted: 25-Jun-2007 09:40

It appears the Vodafone New Zealand billing system is not without problems after the company's "pit stop", a six week period which impacted customers' ability to check their account, query balances, update plans, even pay parking via SMS.

I received my second Vodafone bill for the period after the pit stop and with it came a surprise:

I paid the previous bill ($140.48) via Internet Banking on the due date 18 June but it seems that the due date for the previous bill coincided with the issue date on the new bill - so obviously my payment did not show up - silly system theirs.

But then I found out Vodafone do not have a record of my payment, even five days after the payment was made.

When I called them last week I was told there was no record of my payment and the CSR asked me for my bank account number so someone in the accounts team can look for this transaction. It's really strange, because I shouldn't need to provide this information - I mean, a simple query on their database surely would show a payment of $140.48 on that specific date, with my Vodafone account number in the reference code field, without the need of such personal information.

At the time the CSR also "added a note to the account, so people know there's a payment in process and don't cut if off".

Now it is Monday morning and I can see the payment finaly made through, although with the wrong date (23 June) instead of the correct payment date. Also the payment only showed up today in their on-line system, but with a date after the actual payment was made. I hope the system is a bit smarter this time and don't put me in the "defaults" list.

I am not alone complaining about problems with Vodafone's new system.

What is really annoying is their message just on top of my incorrect "overdue notice":


Good news! We've completed the upgrade of our systems. Vodafone balance, billing and account services are now back to normal.








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Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

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