Vodafone overcharge - not refunding

[glelin96]

Hello,

Sorry if this is in the wrong section, wasn't sure where was best for it.

I am a sim only customer with vodafone, at the end of June I was looking on their website at upgrading to a package with a phone - namely the iPhone X. Without realising, I actually clicked the button to process my application for the contract so immediately called them to cancel. I was advised they would advise the warehouse but that the phone may still be attempted to be delivered and if it was I should just refuse delivery and send it back with the driver. I had no attempted deliveries, so assumed the matter was closed.

My direct debit in June however went through for £147.15 as if the contract had infact been upgraded (monthly cost and upfront), rather than my usual bill of around £20. I called straight away, they advised they could see DPD were saying it hadn't been delivered but would need to confirm it had been returned to warehouse, so would call me back.

Fast forward, and i am no closer to meeting resolution. Their customer service department has no further update, and I am no closer to receiving the refund for the overcharge. Now this months direct debit has gone through for the £80 ish, so again around £60 too much. Would I be able to take this through MCOL, as they have an 8 week reply time for complaints, but surely as they took too much money by direct debit and it was confirmed the device wasn't received by me the money should have been refundable immediately? I have offered them until the end of next week to sort it stating if not received as cleared funds I will be going through the court - would I infact be within my rights to do this?

Thanks,

Glenn

[Kati]

tagging slainte caragh Lee Vodafone Company Rep xx

[Amethyst]

Is there any credit agreement involved for financing the phone?
( if so you need to cancel that as well)

Tagging Lee Vodafone Company Rep to see if he can look into this for you and get it sorted out.

[Amethyst]

Blimey Lee Vodafone Company Rep I just tried to find the cancellation terms and spent half hour talking to a lovely girl on Vodafone Live Chat who insisted it was a regulated credit agreement ( which it isn't by all accounts on here ) but couldn't give me the terms of it unless I went through the full order process including putting in my payment details ( bank and card ) to get to 'Review your order' section where, allegedly, I'd be presented with the Terms ( though she did give me link to small business and sme terms and insisted they were the ones lol ) . I dropped out before putting my credit card details in as I don't want a new phone contract.... but think the order process could do with a bit of sorting out so people have some idea what the terms are before going through all that.

So I'm inclined to believe that it was far too easy to click on an upgrade button without any warnings over the commitment being entered into, and GLELIN96 really should get their refund, particularly as Vodafone have evidence the device was never delivered and had called immediately to tell them of the error.

[ostell]

Have you asked your bank to refund the DD amount taken without your permission? It sometimes gets a person at the other end to take notice. It's not called the Direct Debit Guarantee for nothing.

[Vodafone Company Rep]

Hi Glenn,

Thanks for making me aware of this.

If you still need some help with the refund, please email us via the 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 that it's been received.

Amethyst, apologies for the incorrect information provided last week. So I can get this addressed internally, please PM me with a copy of the Live Chat transcript.

Kind regards,

Lee

Vodafone Social Media