Money deducted heavily for calling customer care in Callya Flex plan

[CallyaFlex]

Dear Team,

Its really painful to see money getting deducted from my balance when I customer care. So far, I have lost 13 euros though active plan is available to my number. As non-German speaking customer, its really hard to reach customer service and its totally weird to see 80 cents getting deducted for 40 seconds call.

Kindly do the needful to credit back my balance, please call me since its urgent and critical. I believe this is technical issue and definitely am not reachable to +491722290229 since its heavily chargeable. Please drop a mail or call me ASAP to solve this issue.

This message is orinigally written in english and translated to German.

Thanks,

Manik

Liebes Team,

Es ist wirklich schmerzlich zu sehen, wie Geld von meinem Konto abgezogen wird, wenn ich mich um die Kunden kümmere. Bis jetzt habe ich 13 Euro verloren, obwohl meiner Liste ein aktiver Plan zur Verfügung steht. Als nicht deutschsprachiger Kunde ist es wirklich schwierig, den Kundenservice zu erreichen, und es ist völlig komisch, dass 80 Cent für 40 Sekunden abgezogen werden.

Bitte machen Sie das nötige Guthaben auf mein Konto, bitte rufen Sie mich an, da es dringend und kritisch ist. Ich glaube, dass es sich um ein technisches Problem handelt und ich bin definitiv nicht unter +491722290229 erreichbar, da es sehr kostenpflichtig ist. Bitte senden Sie eine E-Mail oder rufen Sie mich an, um dieses Problem zu lösen.

Diese Nachricht wurde ursprünglich in Englisch verfasst und ins Deutsche übersetzt.

Vielen Dank,

Manik

[Mav1976]

Hi @CallyaFlex,

I assume that you have a CallYa Flex tariff, haven't it? If you try to call the customer care center of Vodafone then you'll charged for this call. The domestic price for a call (no service or premium numbers) are 9ct/min.

From where you tried to call the customer care center? From Germany or abroad?

Maybe you write down and describe your problem here and we can help you with some hints.  

[CallyaFlex]

I called from Germany. It was not charged earlier, but whichever number of Vodafone Germany customer service I call, its charging more than 9 cents. For example, last call lasted only 40seconds but 80 cents is taken. Please refer all the call records from 20/12/2018 to 22/12/2018. It was unfortunate to see balance deducted heavily and its totally unusual for a customer to be charged for customer service call. Also, Please note am yet to speak with customer service, only IVR numbers say press 1 ,2 or 3 I was doing. Am yet to speak on this in-detail with customer service executive. I went to nearest Vodafone shop in Darmstadt, still no resolution.

[Mav1976]

Hi @CallyaFlex,

maybe a moderator could have a look into your internal data. Please be patient because they aren't here in the forum 24/7.

If you dialed +49 172 229 0 229 from Germany then it's a normal VF mobile number and will charges by 9ct.
80ct for 40 second sounds like a service number.

[Grautvornix]

Hello @CallyaFlex

I like to watch the phenomenon. That so much credit with you is debited.

Send me a PN with your mobile Phone Number.

Best Regards

Grautvornix

[CallyaFlex]

This issue is CLOSED.

Vodafone De was really helpful to solve the issue quickly, but challenges are there to reach customer service team. Please streamline the process for english speaking customers. Am using Vodafone in India as well as Germany, there are initial hiccups, but they are responsible to answer customer queries.