July **, ******Hello Customer Service, *Re: Account ********** Inv No ********* ** July **We are in receipt of the above account with $***.** outstanding, due August *. **In preparation for overseas travel, on the **th of May we took out, and paid * months in advance in advance, a “RED *Lite-SIMO” plan with international roaming. We took particular care to advise we did not want it for any longer... i.e. it would terminate on July ** after our return to NZ July *st.*As we are not cell phone ‘literate’ and were very leery of running up data charges we didn’t want, understand and never use* it was intended purely for phone and text message facilities in case of travel problems.**On receipt of the above account we saw the plan had been extended and we had been charged, without our approval, for another month, to ** August. *I went to the local shop on the **cnd July, (Richmond) terminated the plan with Vodafone, and tried to settle the account - less the unwanted * weeks or so plan to August **. I was advised adjustment was impossible due to Vodafone accounting systems. **Question: As we are not on any plan it is illogical to pay an account that is billing us for * weeks of unwanted service. I also note that post August * Vodafone want to levy a penalty payment of $**.** for “late payment.” *Our position is this* supply a correct account and we settle immediately, otherwise we wait until we receive a correct account On August ** and we will not pay any ‘late account’ fee.**On a separate matter I tried to access our account details to see how many, and what, overseas numbers we had called on the roaming facility. *We suspect that in many cases we had inadvertently switched to ‘roam’ from flight mode and so attracted the $* charge though we never made phone calls. I wanted to check this for future reference and found it impossible to access the account despite spending over an hour trying to see what, if any, numbers were called and on which ‘roaming’ day. I eventually managed to get your semi-literate help line but they were unable to download that info either. **All in all, the plan and associated ‘roaming’ charges are $*** for two months access. We now know it is simpler and far more cost effective to buy a local sim card overseas and spare ourselves the convoluted, opaque, risky and and expensive plans offered in NZ. **Please email a corrected final plan account and we will be pleased to settle immediately.**Yours etc **G.M Waring**PS. Have tried numerous times to send this email to the address from your website, but the address is invalid. We are not impressed. It will be handed as a letter to your local agency as well as another to Head office at your Post Bag ***** Victoria St West Auckland.
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