No support from Vodafone during medical emergency
Whilst travelling overseas, we experienced a medical emergency and urgently needed to make and receive calls to Australian numbers so we could consult with medical specialists. I was happy to purchase a Pay As You Go call pack to enable international calling. However, the only way to add this pack appeared to be through the Vodafone app. Unfortunately, the app repeatedly displayed a message stating it was "unavailable due to scheduled maintenance", preventing me from accessing my account or purchasing the required pack.
I then attempted to use the Vodafone website as an alternative, however this also failed, returning a 403 error and preventing me from accessing my account or purchasing the required service.
The app then directed me to the "Help & Support" section, which advertised a 24/7 helpline. However, when I attempted to call this number, I was unable to get through or receive any assistance.
During a genuine medical emergency, this left me without any practical way to activate the service I was willing to pay for or contact Vodafone for support. We were effectively left without access to a critical communication service at a time when we urgently needed to speak with Australian medical professionals. This caused unnecessary stress and delayed our ability to obtain specialist medical advice.
I would appreciate an explanation as to why there was no alternative method to purchase a roaming or call pack while both the app and website were inaccessible, and why the advertised 24/7 support service was unavailable. I also ask that Vodafone investigate this incident and review these processes to ensure customers travelling overseas are not left without support during emergencies.
I then attempted to use the Vodafone website as an alternative, however this also failed, returning a 403 error and preventing me from accessing my account or purchasing the required service.
The app then directed me to the "Help & Support" section, which advertised a 24/7 helpline. However, when I attempted to call this number, I was unable to get through or receive any assistance.
During a genuine medical emergency, this left me without any practical way to activate the service I was willing to pay for or contact Vodafone for support. We were effectively left without access to a critical communication service at a time when we urgently needed to speak with Australian medical professionals. This caused unnecessary stress and delayed our ability to obtain specialist medical advice.
I would appreciate an explanation as to why there was no alternative method to purchase a roaming or call pack while both the app and website were inaccessible, and why the advertised 24/7 support service was unavailable. I also ask that Vodafone investigate this incident and review these processes to ensure customers travelling overseas are not left without support during emergencies.
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Terrible Experience with Vodafone Billing
I had a very disappointing experience with Vodafone. I wanted to pay out my device, and I was told to first pay my $105 bill, which I did immediately. A few days later, I received another bill for $762 to pay out the device, which was expected, so I switched to Optus.
However, now I have received yet another charge of $108 for no clear reason. I don’t understand why I am still being billed after following all the instructions given to me and paying what I owed. The whole process has been confusing and frustrating, and customer service has not explained these extra charges properly.
Very disappointed with the lack of transparency and communication. I hope this issue gets resolved because customers should not have to deal with unexpected bills like this.
However, now I have received yet another charge of $108 for no clear reason. I don’t understand why I am still being billed after following all the instructions given to me and paying what I owed. The whole process has been confusing and frustrating, and customer service has not explained these extra charges properly.
Very disappointed with the lack of transparency and communication. I hope this issue gets resolved because customers should not have to deal with unexpected bills like this.
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Response from developer
Hey Leo, we'll take a look at those charges and clear things up, just send us a message over on Facebook (https://m.me/vodafoneau) or Instagram (https://ig.me/m/vodafoneau) and mention your review.
My Vodafone Craaaap App
Every update just gets worse. It’s gotten progressively worse for about the last 5 years. Keeps having errors and kicking you out and you can’t log back in but have to reset up your whole login process including your digital password as if it’s the first time ever that you’re trying to use the app. It’s a complete frustrating disservice and insult to your customers. If they can’t fix the app they should rollback to the one which worked well about 5 years ago or more. When I worked in computing from 1980 to 1998, if an update had problems which couldn’t be fixed on the run once released after full testing, they would shut it down and reload the previous version which had been running successfully and fix the update and retest it before rereleasing it. I remember telling Westpac bank that they needed to rollback their system one time when their upgrade blocked all communications for several days and that was when they had passbooks for their accounts. If Vodafone isn’t prepared to fix their app they’ll just drive more and more customers away.
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Worst service in Australia
I wanted to change my account ownership 8 months ago. When I went to the physical vodafone store, they said they can’t do it in store and it needs to be done via call. The account owner’s and I spent hours going through the details and conference call to make sure the account becomes seperate. I changed my sim only postpaid plan to a prepaid plan and I was told that account ownership separation will come into effect. I recharged my prepaid plan for 6 months and went on a ling holiday. Now when I tried to login to the app recently when I wanted to check my account status, it still shows up under the previous owners name. Now they want me to go through the whole process again and that too over the chat. Also I have to forfeit any remaining benefits AGAIN when this transfer happens. 🤦🏽🤦🏽🤦🏽🤦🏽
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App doesn’t even load after the recent update
The update only makes thing worse
