Tweet
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
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
xx
Comment