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I lost my phone on holiday and called them up to cancel it as soon as I could. Two weeks later I get my phone bill through and it is close to Ł1,000.00. It turns out someone has been making premium rate calls to Morocco.
I called Vodafone only to speak to their overseas call centre who said they could only reverse a small amount of this which were the calls made after the bar was set. I was unhappy with this and requested they look into it further. I was promised a callback within 24 hours.
I also emailed the CEO of Vodafone about this issue and received an email back saying they would be in contact shortly. This did not happen and the only callback I have received was from the overseas call centre at 05:10 AM on a weekday morning waking me up on a work day!
I then called them up the next morning and spoke to someone who confirmed as I had reported the phone lost soon after it was lost all the premium rate charges would be reversed (not just a smaller amount). I did ask him to confirm his name and that ALL of the premium rate fees would be reversed and he said yes. He said he would email the Billing recalculation team who would send me a text in the next 72 hours to confirm it had been done. This was a great weight off my mind.
72 hours later, no text or contact. I call Vodafone again who now have reverted to saying I would only get a small amount of the premium rate charges reversed. Obviously I am unhappy with this, and after two hours managed to find out that the person who promised the bill would be reversed work in the ‘Flying Start’ team who were taking overflow calls from the billing team. They have said they are going to listen to the call and contact me in 7-10 days.
I want this issue resolved as quickly as possible as my Direct Debit is due soon and I am disputing the amount.
Due to my experience with Vodafone this week, I have no confidence they will call me back when they say they will and the impression I get from speaking to the staff is that they just want to pass the buck and no one wants to take ownership.
Does anyone know any good contact details for me to chase this up when I inevitably do not get contacted as promised next week?
Thanks
I called Vodafone only to speak to their overseas call centre who said they could only reverse a small amount of this which were the calls made after the bar was set. I was unhappy with this and requested they look into it further. I was promised a callback within 24 hours.
I also emailed the CEO of Vodafone about this issue and received an email back saying they would be in contact shortly. This did not happen and the only callback I have received was from the overseas call centre at 05:10 AM on a weekday morning waking me up on a work day!
I then called them up the next morning and spoke to someone who confirmed as I had reported the phone lost soon after it was lost all the premium rate charges would be reversed (not just a smaller amount). I did ask him to confirm his name and that ALL of the premium rate fees would be reversed and he said yes. He said he would email the Billing recalculation team who would send me a text in the next 72 hours to confirm it had been done. This was a great weight off my mind.
72 hours later, no text or contact. I call Vodafone again who now have reverted to saying I would only get a small amount of the premium rate charges reversed. Obviously I am unhappy with this, and after two hours managed to find out that the person who promised the bill would be reversed work in the ‘Flying Start’ team who were taking overflow calls from the billing team. They have said they are going to listen to the call and contact me in 7-10 days.
I want this issue resolved as quickly as possible as my Direct Debit is due soon and I am disputing the amount.
Due to my experience with Vodafone this week, I have no confidence they will call me back when they say they will and the impression I get from speaking to the staff is that they just want to pass the buck and no one wants to take ownership.
Does anyone know any good contact details for me to chase this up when I inevitably do not get contacted as promised next week?
Thanks
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