Thema "CallYa prepaid -- English support" in Archiv_CallYa

CallYa prepaid -- English support

erye — Tue, 27 Mar 2018 07:55:31 GMT

Hello,

We bought a CallYa prepaid card with a 9.99-euro monthly plan a few months ago. It worked fine until last month we went to Asia. Before we left, we had a balance of about 60 euros (for each of our two mobile phones). After returning, we found that the balance became a few euros. And it seems that Vodafone kept charging us even when we are in Germany. In a few days, now the balance is zero.

I just wonder how to find out what went wrong, especially the billing details for the last month. Since we took out the Sim card during the whole trip, so it does not seem to be the international roaming charge. I tried hotlines, but couldn't reach the English support staff.

Thanks a lot!

Re: CallYa prepaid -- English support

KerstinV — Tue, 27 Mar 2018 09:19:25 GMT

Hello erye,
you have a paid rate on your phone number. The base price (9.99 €) is deducted from the balance every 4 weeks. Even if you are not in Germany. With the My Vodafone app you can control yourself which tariff is active. Also a tariff change in a base price free tariff is possible there.
Best regards,
KerstinV

Re: CallYa prepaid -- English support

erye — Tue, 27 Mar 2018 09:34:12 GMT

Thanks for the prompt reply!

Just managed to reach the CallYa team via phone and was told that there was a big charge for International Internet roaming. We took out the Sim card few minutes after landing in China, but according to the billing detail, it is these few minutes that cost each of us around 40-50 euros. It is completely outrageous!

The staff kindly advised us that prepaid users should never bring a cell phone with the SIM card out of Europe, because it is too DANGEROUS. Few minutes of connecting with the Internet (we were even unaware of that) would eat up all your remaining balances! Just a heads up for all prepaid Vodafone users.

Re: CallYa prepaid -- English support

KerstinV — Tue, 27 Mar 2018 10:57:13 GMT

Hi erye,
we communicate everywhere that the tariff conditions only apply in the EU. You as a user can always switch off the data roaming on the mobile phone. Then there are no paid data connections abroad.
Best regards,
KerstinV