Shadowofthewind
Registered User
- Messages
- 20
Hi all,
I've been with VF for a good few years as mobile customer and in recent years for TV and Broadband. Due to challenges in 2021, I was late with some bill payments and I discontinued direct debit payment method. Back in Nov 21 I received a bill with a "Reconnection fee" of €25 on it and I paid it and all arrears in full. Receiving my bill for Dec 21 I noticed two further (previously unregistered) reconnection fee charges of €25 each. VF also added some miscellaneous addOn charge to my bill of a small amount < €5 euro.
In communications with VF customer care I have been told that reconnection fees are applied in circumstances where bills are not paid on time and by due date. And so going back over my bills I was told 3 different reconnection fees applied in 2021. Speaking with another agent today I was told that the two charges related to the two components of the bill i.e. TV and Broadband separately, €25 charge per component. Pressing VF for confirmation on details of dates where these apply varies depending on the agent you speak to. I downloaded the VF tariff details and discovered that listed above the Reconnection fees represented as €25 is a late payment fee charge of €10 per event. As for the add on charge of < €5 on the bill, I've been informed that this relates to the fact that I dropped out of contract on 21st Dec 21.
Further to above, VF said they would waive all charges should I setup a direct debit arrangement with them again and they would be happy to remove the add-on charge on the basis that I entered back into contract with them for 12 months. Its my experience that going the DD route and if your busy and unable to keep on top of reviewing your monthly statements, your likely to miss addon charges etc and there seems to be an assumption by service providers like VF that consumers will easily overlook this.
Now I'm sorry, but I have to ask, is everyone else aware that a service provider like VF is doing this? Is this happening across all services providers? This is my first touchpoint with an experience like this albeit VF is generally not strong on performance in this area generally. It stinks of corporate control and consumer and market manipulation. Its unbelievably difficult to trust VF in this situation as they don't seem capable of mapping out a clear charge pathway for me and their efforts seem purely coercive in nature. And this undoubtedly has to stem from the top of the organization down IMO. Our country is in dire need of disruptors to the market as the incumbent players at large all seem to adopt similar posturing, and as for customer service - not one of them seem to know how to do this well.
On another note, in talking with a pensioner recently about my dissatisfaction, they informed me that because they pay bills through An Post (and not DD etc) since that is where their pension is paid that VF do not permit them access to any product upgrades like access to Fibre. VF seem to prefer direct access and control to consumer bank accounts so they can charge at will it seems. Are we all just accepting of the fate that these service providers seem to be enforcing?
Yes, by all accounts the above is about small money, but my problem is the trust aspect and tactics being used.
I'd be interested to get your thoughts and feedback where you have similar experiences or whether this is something new that your not aware of?
Thanks.
S.
I've been with VF for a good few years as mobile customer and in recent years for TV and Broadband. Due to challenges in 2021, I was late with some bill payments and I discontinued direct debit payment method. Back in Nov 21 I received a bill with a "Reconnection fee" of €25 on it and I paid it and all arrears in full. Receiving my bill for Dec 21 I noticed two further (previously unregistered) reconnection fee charges of €25 each. VF also added some miscellaneous addOn charge to my bill of a small amount < €5 euro.
In communications with VF customer care I have been told that reconnection fees are applied in circumstances where bills are not paid on time and by due date. And so going back over my bills I was told 3 different reconnection fees applied in 2021. Speaking with another agent today I was told that the two charges related to the two components of the bill i.e. TV and Broadband separately, €25 charge per component. Pressing VF for confirmation on details of dates where these apply varies depending on the agent you speak to. I downloaded the VF tariff details and discovered that listed above the Reconnection fees represented as €25 is a late payment fee charge of €10 per event. As for the add on charge of < €5 on the bill, I've been informed that this relates to the fact that I dropped out of contract on 21st Dec 21.
Further to above, VF said they would waive all charges should I setup a direct debit arrangement with them again and they would be happy to remove the add-on charge on the basis that I entered back into contract with them for 12 months. Its my experience that going the DD route and if your busy and unable to keep on top of reviewing your monthly statements, your likely to miss addon charges etc and there seems to be an assumption by service providers like VF that consumers will easily overlook this.
Now I'm sorry, but I have to ask, is everyone else aware that a service provider like VF is doing this? Is this happening across all services providers? This is my first touchpoint with an experience like this albeit VF is generally not strong on performance in this area generally. It stinks of corporate control and consumer and market manipulation. Its unbelievably difficult to trust VF in this situation as they don't seem capable of mapping out a clear charge pathway for me and their efforts seem purely coercive in nature. And this undoubtedly has to stem from the top of the organization down IMO. Our country is in dire need of disruptors to the market as the incumbent players at large all seem to adopt similar posturing, and as for customer service - not one of them seem to know how to do this well.
On another note, in talking with a pensioner recently about my dissatisfaction, they informed me that because they pay bills through An Post (and not DD etc) since that is where their pension is paid that VF do not permit them access to any product upgrades like access to Fibre. VF seem to prefer direct access and control to consumer bank accounts so they can charge at will it seems. Are we all just accepting of the fate that these service providers seem to be enforcing?
Yes, by all accounts the above is about small money, but my problem is the trust aspect and tactics being used.
I'd be interested to get your thoughts and feedback where you have similar experiences or whether this is something new that your not aware of?
Thanks.
S.