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Prepaid $19 carry over mins, data and txts lost

Starter Poster
Posts: 14
Registered: ‎10-06-2014
Accepted Solution

Prepaid $19 carry over mins, data and txts lost

by PhilDNZ Starter Poster
Message 1 of 9 (978 Views)

Dear Ninjas,

My wife is peeved. Actually, she's not just peeved she is uber-pissed.
My life isn't worth living when my wife is miffed let alone uber-pissed.

Today she lost all of her Prepay 19 carry over minutes, texts and data - thousands of it apparently.
That's why she is super-pissed. and I can understand why.

She thinks it was my fault because the $20 Auto TopUp that I set up (for 16th of each month) was added to her account today AFTER the Renewal (also dated 16th of the month) was deducted from her account. Both transactions on our account are date/ time stamped at 06:18am, but for some reason the renewal was deducted BEFORE the Auto TopUp was added.

She presently thinks I am an imbecile, I know she does.

In my defence I am pretty **bleep** sure that when I set up the AutoTopUp for the 16th of the month the renewal date on our account was the 17th of the following month, not the 16th.
So my questions are ..... can the Renewal date be different from month to month? If so how? And if so why?

If any Ninja can leap to my defence here I would be grateful because presently I am well and truly in the dog box. She wants her carry overs re-instated or I am history.

 

Thanks,

Phil Drane

 


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Starter Poster
Posts: 14
Registered: ‎10-06-2014

Re: Prepaid $19 carry over mins, data and txts lost

by PhilDNZ Starter Poster
Message 5 of 9 (1,641 Views)

Hi,

 

Belated update and resolution achieved.

 

My wife is now speaking to me and I need to thank Vodafone and a guy named Anook (not sure about the spelling).

Her minutes and data have been reinstated (as near as poss) and she is even occasionally smiling at me.

 

I am out of the dog box if not yet flavour of the month.

Thanks Vodafone for coming up with the goods.

 

Phil Drane

 

Vodagone Solution: Vodafone staff recognise that the program is not working as they would like. As Mike noted previously, Auto-Topups are processed on the same day every month, whereas the Renewal and Rollover are on a 30-day cycle. The 3rd-party program will be changed sometime in the future. Our representation was accepted.

 

My solution: In the interim I've removed the Auto TopUp and will do a Manual TopUp on receipt of the usual txt notification. Logic - We get txts even with Auto Top-up and if I have to check the balance anyway, so why not prevernt it happening again and simply revert to Manual topup?

 

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Solution
Accepted by topic author PhilDNZ
‎25-11-2016 02:42 PM

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Retired Staff
Posts: 1,012
Registered: ‎19-10-2014

Re: Prepaid $19 carry over mins, data and txts lost

by Retired Staff Lucas Retired Staff
Message 2 of 9 (959 Views)

Hi Phil,

 

Thanks for your message. Prepay Carry Over $19 lasts for 30 days, rather than a calendar month.. Therefore the renewal date may differ each month.

We always recommend to keep an eye out for the reminder text messages which will confirm when you need to top up.

 

Thanks

 

Lucas

I work in the Mobile On Account and Mobile Technical Support team. I volunteer my time on the Community.
Starter Poster
Posts: 14
Registered: ‎10-06-2014

Re: Prepaid $19 carry over mins, data and txts lost

by PhilDNZ Starter Poster
Message 3 of 9 (948 Views)

Hi Lucas,

Thanks for outlining how the Vodafone system works.

 

Your reply begs a further question - What is the point of having an Auto TopUp if I have to check on it every month? To be frank, the 3-4 monthly texted reminders are actually quite annoying and if I have to check My Account every month I might as well revert back to simply topping up using a pre-registered credit card. It would certainly prevent loss of carry-over.
Wouldn't the sensible alternative be for Vodafone to offer a 30-day TopUp to match the 30-day Renewal period?

 

There are two further questions that are still outstanding:-

Firstly, normal practice would be for the Vodafone program to process Auto-TopUps before deducting Renwals on any particular day. My wife's $20 Auto-TopUp was scheduled for the 16th November the same day as the Renewal, but the Renewal was deducted first.
Since the balance at the time was only $18.67 (33c short), several months of carry over mins, txts and data (that we have, in fact, already paid for) was withdrawn.

Which leads to my second original question - who might I contact to have my wife's carry over mins, txts and data restored?

 

Thanks,

Phil Drane

 

 

 

 

Community Manager
Posts: 1,541
Registered: ‎02-02-2013

Re: Prepaid $19 carry over mins, data and txts lost

by Community Manager Community Manager
Message 4 of 9 (909 Views)

@PhilDNZ

 

Thanks for your post and apologies for your position in the dog house.

 

I will pass on your feedback about Auto Top Up to our product team, we certainly want it to be a 'set and forget' experience.

 

Re the carry over, I'm afraid I'm the bearer of bad news as we cannot restore carry over when it's been lost in this way.

 

Sorry

 

m

Channel Manager, Help & Support
Vodafone New Zealand
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Starter Poster
Posts: 14
Registered: ‎10-06-2014

Re: Prepaid $19 carry over mins, data and txts lost

by PhilDNZ Starter Poster
Message 5 of 9 (1,642 Views)

Hi,

 

Belated update and resolution achieved.

 

My wife is now speaking to me and I need to thank Vodafone and a guy named Anook (not sure about the spelling).

Her minutes and data have been reinstated (as near as poss) and she is even occasionally smiling at me.

 

I am out of the dog box if not yet flavour of the month.

Thanks Vodafone for coming up with the goods.

 

Phil Drane

 

Vodagone Solution: Vodafone staff recognise that the program is not working as they would like. As Mike noted previously, Auto-Topups are processed on the same day every month, whereas the Renewal and Rollover are on a 30-day cycle. The 3rd-party program will be changed sometime in the future. Our representation was accepted.

 

My solution: In the interim I've removed the Auto TopUp and will do a Manual TopUp on receipt of the usual txt notification. Logic - We get txts even with Auto Top-up and if I have to check the balance anyway, so why not prevernt it happening again and simply revert to Manual topup?

 

Solution
Accepted by topic author PhilDNZ
‎25-11-2016 02:42 PM
Contributor
Posts: 140
Registered: ‎03-04-2009

Re: Prepaid $19 carry over mins, data and txts lost

by Contributor scheduler Contributor
Message 6 of 9 (849 Views)
Don't forget. to be totally confusing the new flex plan works on a 4 weekly cycle. So another pattern to get to work with auto topup
Posted from Samsung SM-N910U
New Poster
Posts: 1
Registered: ‎07-06-2017

Re: Prepaid $19 carry over mins, data and txts lost

by idexnz New Poster
Message 7 of 9 (158 Views)

I am very unhappy.

 

 Vodafone has removed my Auto Monthly TopUp of $20 from my account without any notice and it appears that it is not posible to reinstate it.  It has worked perfectly for more than a year now and ensured I always had sufficient account balance to avoid losing carry-over minutes and data.  A phone call to Customer Service informed me that this topup option was no longer available and that 98% of customers had received messages to that effect in March.

 

I checked my message logs and there was definitely nothing from Vodafone,  so perhaps I am in the 2% who weren't notified.

 

My wife's auto monthly top up is still working  OK and she hasn't received any message either. 

 

Purely by chance I checked my account balance today and wondered why the auto top up hadn't gone through when we are only 2 days before rollover.  If I hadn't noticed this I would have lost all my accumulated rollover minutes and data.

 

This is a very unsatisfactory situation,  and the worst treatment I have ever had from Vodafone since I joined Bell South's GSM network more than 20 years ago.  I can only assume it has been a deliberate attempt to sneakily relieve me of my accumulated account balances then force me to have to deal with some unfortunate foreign lass on your Customer Service line.  

 

Sorry Vodafone but I am a very unhappy customer who may have to stop recommending you to others as a reputable service provider.

 

 

 

Posted from Android 2.0 Tablet
Business Ninja Adept
Posts: 1,495
Registered: ‎30-09-2014

Re: Prepaid $19 carry over mins, data and txts lost

by Business Ninja Adept Business Ninja Adept Business Ninja Adept
Message 8 of 9 (155 Views)

Hi


That's certainly not the reason why it was removed.

 

It was removed as this product did not fit the product cycles of prepay plans we now offer.

 

IE: Autotop up is set for a certain day each month, however our prepay plans now last 30 or 28 days, meaning, eventually due to the days in each month changing, the two got out of sync (your auto top up date, and your plan renewal date) . This change has actually been made as this auto top up option was causing our customers to lose their carryover, and we wanted to stop that.

 

I am happy to check if we did send you a SMS to advise you, if you'd like to private message me your mobile number I can check.

 

Thanks, and I hope this helps you understand the reason why a little further now.

I work in Mobile Technical Escalations and I volunteer my time here on the community helping out.
Starter Poster
Posts: 3
Registered: ‎12-04-2017

Re: Prepaid $19 carry over mins, data and txts lost

by PhilDrane Starter Poster
Message 9 of 9 (149 Views)

Hi,

If you check back through this thread you'l find that I complained about this a long time ago when my wife DID lose her large rollover data, calls & texts. Vodafone staff readily acknowledged that there was an issue between the rollover and the top up program cycles which they would be fxing in the near future. I cancelled my wife's auto topup and since then have manually topped up. I guess that a lot of customers woud have been caught out by this out-of-synch issue and those who weren't were somehow lucky.

Like you, I didn't receive a notification that it had been fixed and implemented but I'm not complaining. Smal beer when Vodafone staff have delivered what they promised last year.

 

Some customers will have been lucky enough to catch it before any loss ocurred, others not (like my Mrs).

I can now reinstate her Auto TopUp, gain some brownie points and continue to recommend Vodafone as my preferred provider.

Cheers,

Phil Drane

 

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