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On the 26th of September i called Vodafone to make payment for my bill. My bill was a month behind with an outstanding balance for August bill at £97.99, the amount for September i owed was £49.16. I paid £15 on 08/08/2015 so that i could carry the august amount over to Septembers bill and pay them both, the balance to be paid on the 26th September was £132.19.
Through the month of August i noticed that my bill totals made no sense, the amount i owed changed on a weekly basis, i rang Vodafone numerous times to discuss this and was told it was an error on the system and 'not to worry about it sweetie pie' by a very patronizing customer service agent. I however did just that, but noticed the amount i owed had gone from £132.19 to £230.41 with no justifiable explanation or reason explained on the bill by the 26th of September. I rang them again, spoke to a very nice young girl who said it was an error in the system she had logged it and said the balance was adjusted to what it should be i then paid the outstanding amount of £132.19 as agreed.
On 26th September i was looking at my online banking and saw that two payments had been taken from bank account, £132.16 and another sum of £135.90. I rang vodafone straight away, a customer service person told me the wrong amount had been taken a refund had been made and would be in my account by monday as it was a saturday and banks were not open until monday. Monday came, no money in my account.
I rang my bank to see what they could do, they said it wasn't a direct debit transaction, they had my card details saved and took the money out of the account unauthorised, because it wasn't a direct debit they could not reverse the charge and would be down to Vodafone to do so, i was told a refund should take no longer than 5 working days at Barclay's bank, the bank advised me to request an email confirmation from Vodafone explaining that money was wrongly taken from my account and i could make a complaint with the fraud department who would investigate this as this was classed as fraud.
So i then rang Vodafone again. Spoke to a lady this time, who told me the money had been taken because it was what i owed, my bill was now at £282.39. When i asked her to go through the bill and break the bill down to me so i could see why the amount so much, that i had rang about this bill numerous times been told it had been rectified and logged she said she was transferring my call to a manger.
I then spoke to the manager, went through what had happened for the 5th time and was told that was how much i owed (no reason was given for this however) and in fact i actually still owed them £9 which was due by 02/10/2015, (even though my bill due date is the 25th of every month). By this time i was extremely frustrated, i had no answer of why the bill was so much, a number had just been plucked out of the air, i asked whether they actually do log conversations and asked him to read through it. Eventually, the manager told me there had been an error, he didn't know why and that he would issue a refund then. I explained that a refund should have been issued on the 26th as that was when i first rang and was told it would be back in my account by the 28th. The manager told me it hadn't been processed and that it would take three- five working days from the 28th to clear and be in my account. I asked repeatedly for a BACS transfer of the moeny to ensure it would be in my bank within 3 days as i needed this money to pay bills. I also asked for an email or text be sent to confirm that they had wrongly taken money out of my account and were refunding it to which he said he would send me one, i am still waiting for this.
I rang again on 2nd October as the money still had not gone back in my account, was told by a customer service person that the money would be by the beginning of next week, that it takes 3-5 working days and she 'knew how these things worked'.
It has been now been 10 days since i first rang and requested a refund, 7 working days excluding the weekends. I still do not have the money back in my account, my bank account has gone into arrears for which i have been charged £15, a bill that was supposed to be paid has bounced because i do not have the funds to pay it, i have incurred another bank charge for this. I am absolutely disgusted with how i have been treated by Vodafone, nobody knew what they were doing, i repeated several conversations with multiple team members and told different things on each occasion. I do not understand how a huge multi-million pound company can not reverse funds that they have wrongly taken in a timely manner. The fact that it was taken out of account unauthorized for a bill amount that had been plucked out of thin air because they had my card details is very worrying. This was not a direct debit but a transaction made over the phone, all my card detail have been saved somewhere on their system and used to make fraudulent payments.
I have tried to log on to the Vodafone forum and log a complaint on there also, i have no login details to do so. I have been waiting the last 3 days for Vodafone to send me en email confirmation link to allow me to do so. I have also logged this complaint on resolver, a complaints site dealing in large companies. The complaint was for the attention of a Sarah Green, a complaints manager at Vodafone, to which i have had no reply.
I have tried to call again today, to be held in a massive que for which i do not have time to sit in, i also begrudge having to explain the situation for around the 10th time to be told the refund is on it's way, however, nobody seems to know when, meanwhile my bank charges are increasing.I am a single parent my child is school meals i have no means of how to pay for them as my account is arrears. I have rang the bank today who have told there ar eno refunds, payments, funds waiting to be deposited back in to my account and the maximum amount of time for a refund would be 5 working days. I have also been advised that under the visa regulations law there is a maximum of 15 days allowed before a refund should be issued and deposited back in to a consumers account. It is now 11 days ago i first rang and asked for the money to be reversed. I am absolutely appalled at Vodafone and their costumer service.
I also seem to have no luck with barclays bank helping me, i was given some advice that i should ask the bank to cancel the CPA and under rules of the FCA i should have a refund issued within 24 hours, the Braclays advisor placed me on hold went to speak to another deprtment came back and said because i had made payment over the phone for the bill it was an authorised payment not a CPA, i said that i had authorised the payment for £132 but not for £135 said he would speak to the other team again, placed me on hold, took me off hold, i heard him shuffling around a bit, placed me back on hold and then put the phone down.
Through the month of August i noticed that my bill totals made no sense, the amount i owed changed on a weekly basis, i rang Vodafone numerous times to discuss this and was told it was an error on the system and 'not to worry about it sweetie pie' by a very patronizing customer service agent. I however did just that, but noticed the amount i owed had gone from £132.19 to £230.41 with no justifiable explanation or reason explained on the bill by the 26th of September. I rang them again, spoke to a very nice young girl who said it was an error in the system she had logged it and said the balance was adjusted to what it should be i then paid the outstanding amount of £132.19 as agreed.
On 26th September i was looking at my online banking and saw that two payments had been taken from bank account, £132.16 and another sum of £135.90. I rang vodafone straight away, a customer service person told me the wrong amount had been taken a refund had been made and would be in my account by monday as it was a saturday and banks were not open until monday. Monday came, no money in my account.
I rang my bank to see what they could do, they said it wasn't a direct debit transaction, they had my card details saved and took the money out of the account unauthorised, because it wasn't a direct debit they could not reverse the charge and would be down to Vodafone to do so, i was told a refund should take no longer than 5 working days at Barclay's bank, the bank advised me to request an email confirmation from Vodafone explaining that money was wrongly taken from my account and i could make a complaint with the fraud department who would investigate this as this was classed as fraud.
So i then rang Vodafone again. Spoke to a lady this time, who told me the money had been taken because it was what i owed, my bill was now at £282.39. When i asked her to go through the bill and break the bill down to me so i could see why the amount so much, that i had rang about this bill numerous times been told it had been rectified and logged she said she was transferring my call to a manger.
I then spoke to the manager, went through what had happened for the 5th time and was told that was how much i owed (no reason was given for this however) and in fact i actually still owed them £9 which was due by 02/10/2015, (even though my bill due date is the 25th of every month). By this time i was extremely frustrated, i had no answer of why the bill was so much, a number had just been plucked out of the air, i asked whether they actually do log conversations and asked him to read through it. Eventually, the manager told me there had been an error, he didn't know why and that he would issue a refund then. I explained that a refund should have been issued on the 26th as that was when i first rang and was told it would be back in my account by the 28th. The manager told me it hadn't been processed and that it would take three- five working days from the 28th to clear and be in my account. I asked repeatedly for a BACS transfer of the moeny to ensure it would be in my bank within 3 days as i needed this money to pay bills. I also asked for an email or text be sent to confirm that they had wrongly taken money out of my account and were refunding it to which he said he would send me one, i am still waiting for this.
I rang again on 2nd October as the money still had not gone back in my account, was told by a customer service person that the money would be by the beginning of next week, that it takes 3-5 working days and she 'knew how these things worked'.
It has been now been 10 days since i first rang and requested a refund, 7 working days excluding the weekends. I still do not have the money back in my account, my bank account has gone into arrears for which i have been charged £15, a bill that was supposed to be paid has bounced because i do not have the funds to pay it, i have incurred another bank charge for this. I am absolutely disgusted with how i have been treated by Vodafone, nobody knew what they were doing, i repeated several conversations with multiple team members and told different things on each occasion. I do not understand how a huge multi-million pound company can not reverse funds that they have wrongly taken in a timely manner. The fact that it was taken out of account unauthorized for a bill amount that had been plucked out of thin air because they had my card details is very worrying. This was not a direct debit but a transaction made over the phone, all my card detail have been saved somewhere on their system and used to make fraudulent payments.
I have tried to log on to the Vodafone forum and log a complaint on there also, i have no login details to do so. I have been waiting the last 3 days for Vodafone to send me en email confirmation link to allow me to do so. I have also logged this complaint on resolver, a complaints site dealing in large companies. The complaint was for the attention of a Sarah Green, a complaints manager at Vodafone, to which i have had no reply.
I have tried to call again today, to be held in a massive que for which i do not have time to sit in, i also begrudge having to explain the situation for around the 10th time to be told the refund is on it's way, however, nobody seems to know when, meanwhile my bank charges are increasing.I am a single parent my child is school meals i have no means of how to pay for them as my account is arrears. I have rang the bank today who have told there ar eno refunds, payments, funds waiting to be deposited back in to my account and the maximum amount of time for a refund would be 5 working days. I have also been advised that under the visa regulations law there is a maximum of 15 days allowed before a refund should be issued and deposited back in to a consumers account. It is now 11 days ago i first rang and asked for the money to be reversed. I am absolutely appalled at Vodafone and their costumer service.
I also seem to have no luck with barclays bank helping me, i was given some advice that i should ask the bank to cancel the CPA and under rules of the FCA i should have a refund issued within 24 hours, the Braclays advisor placed me on hold went to speak to another deprtment came back and said because i had made payment over the phone for the bill it was an authorised payment not a CPA, i said that i had authorised the payment for £132 but not for £135 said he would speak to the other team again, placed me on hold, took me off hold, i heard him shuffling around a bit, placed me back on hold and then put the phone down.
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