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Vodafone taking more money - help please!

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  • Vodafone taking more money - help please!

    Hi all

    I'm another person having a really bad experience with Vodafone. I'm hoping someone here (Lee?) can help as i'm really at the end of my tether and not sure what else to do.

    I have my daughters mobile on my account as she is too young to have a contract of her own, she is 16. Earlier this year she wanted a new handset but there was still time to run on the contract before she was eligible for a free upgrade. To get around this we went into the local Vodafone shop, where she paid the remainder of the contract, £158.25 to renew the contract and enable her to get a new handset. This payment was made on her own debit card. This was on 14th September 2015.

    The following month (11th November) I was charged an extra £158.25 on my bill, which was really, really bad timing for me - but mistakes happen. I called Vodafone and explained the situation and was told "yes we can see the problem, we've double charged you, it's a mistake at our end - we will refund the money and it will take 5-7 days". I waited but no refund was given. I've called back at least 5 times now after waiting the 5-7 days and been told the same story over and over - "our mistake, you'll get your refund in 5-7 days."

    After going through this process 5 or 6 times I finally got through to a customer service rep who sounded like she was going to make a difference - very apologetic, 'ever so sorry, it is clearly our mistake - we will send you a refund of £158.25 and give you two months of free line rental as a gesture of goodwill'. Great, that will give me back the money I'm owed and mean I won't have to pay anything until the new year.

    Needless to say, yesterday (December 11th), my account was billed again as normal and it looks as if £158.25 EXTRA HAS BEEN CHARGED to my account. I am unable to confirm this exactly as I am now suddenly unable to login to my account online, I spent an hour with a call center person this morning who was unable to resolve the issue and apparently just kept resetting my password - when they finally realised that wasn't going to work they just assured me they were working on it and to try again in 24hours - that sounds familiar somehow.

    I have had no choice but to go into my bank today and cancel my direct debit. I have every intention of honoring the terms of my contract and paying what I owe but I can't allow Vodafone to just keep taking money as they see fit. The whole situation is unacceptable. I have already had to borrow money to put in my account to cover my mortgage payments, due to the previous mistake that Vodafone made.

    There is nobody to talk to,( nobody who cares) it's incredibly frustrating. It's clear from the forums that this is a common issue in Vodafone which is sad, we all know that mistakes can happen but the inability to deal with them is incredible to me. I probably won't be renewing my contract once it's up but could really do with some help in sorting this problem out so.. Help please!

    Thanks
    Sam
    Tags: None

  • #2
    Re: Vodafone taking more money - help please!

    I'll tag [MENTION=19723]Lee Vodafone Company Rep[/MENTION] for you xx
    Debt is like any other trap, easy enough to get into, but hard enough to get out of.

    It doesn't matter where your journey begins, so long as you begin it...

    recte agens confido

    ~~~~~

    Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

    I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
    But please include a link to your thread so I know who you are.

    Specialist advice can be sought via our sister site JustBeagle

    Comment


    • #3
      Re: Vodafone taking more money - help please!

      Thanks Kati!

      Comment


      • #4
        Re: Vodafone taking more money - help please!

        Hi Sam,

        Thanks for making me aware of this.

        So I can access your account, email me with your details via the Contact us form here.

        To access the form you'll need to enter the code WRT135.

        As well as stating your query in the question box, please also quote "Legal Beagles".

        Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

        Kind regards,

        Lee

        Social Media Comms

        Vodafone UK
        I am an official company representative of Vodafone UK.

        LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

        This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

        Comment


        • #5
          Re: Vodafone taking more money - help please!

          Thanks Lee. Sorry for the delay. I have opened a call as requested the reference is 12256587

          I actually went into the bank and 'reclaimed' one of the payments which was incorrect (the bank advised me to do this instead of cancelling the direct debit). I have since had another bill which again appears to be too much, £154 - my bill is normally somewhere around £60-70 and I don't think there's anything unusual this month, so I suspect maybe one of the previous charges has been re-taken from my account.

          My web access is still not working and Vodafone seem unable to fix it so I'm really in the dark with the whole situation. Your help is appreciated.

          Sam


          Comment


          • #6
            Re: Vodafone taking more money - help please!

            :bump: for [MENTION=19723]Lee Vodafone Company Rep[/MENTION] xx
            Debt is like any other trap, easy enough to get into, but hard enough to get out of.

            It doesn't matter where your journey begins, so long as you begin it...

            recte agens confido

            ~~~~~

            Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

            I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
            But please include a link to your thread so I know who you are.

            Specialist advice can be sought via our sister site JustBeagle

            Comment


            • #7
              Re: Vodafone taking more money - help please!

              Thanks for the bump Kati, Lee are you looking into this?

              Thanks

              Comment


              • #8
                Re: Vodafone taking more money - help please!

                I feel for you, Lee is pretty good at handling issues. I have had a text saying we are being cut off as we haven't paid the bill, I have paid the bill, just not what Vodafone say we owed, I am going by the tariff quoted at the time!

                Comment


                • #9
                  Re: Vodafone taking more money - help please!

                  Hi Sam,

                  I replied to your email on 4 January.

                  If my reply isn't in your inbox, check your spam or junk folder.

                  If it's not there either, email me again via the contact details provided in post four above.

                  Kind regards,

                  Lee

                  Social Media Operations

                  Vodafone UK
                  I am an official company representative of Vodafone UK.

                  LegalBeagles has given permission for me to post in response to queries about the company, so that I can help resolve issues.

                  This does NOT imply any form of approval of my company or its products by LegalBEAGLES.

                  Comment

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