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Pay as you go

Urgent complaint --- Vodafone is stealing / not returning my money!

4: Newbie

Dear Sir / Madam,

I am writing to make an urgent complaint --- Vodafone customer service is stealing / not returning my money!

I am Vodafone customer of more than 10 years and have £50.05 in my account. I started working abroad in East Asia at the beginning of November 2016. I have tried using my PAYG sim many times since then, but it never worked.  On 20 February, customer representative “Eric” confirmed “PAYG sim can NOT be used in these countries East Asia” and advised me to request a refund from your refund team.

 

So I contacted refund team immediately who confirmed you would process full refund asap. However as I did not receive it at all I kept in touch with vodafone customer service, who asked me to wait for the process.

 

However today, one advisor name “sousa” said your refund team rejected to refund and claimed it was because my last topup of £10 was not from my bank account, which equals stealing money from customer! Therefore I must make an Urgent complaint here ---

 

I have this accumulated credit for a long time, which had been from my finance for sure. It does include last topup of £10 which was a refund from my complaint on receving wrong product in store in June 2016. However all money including £10 is from my account, which therefore belongs to me.

 

I have to point out you cannot take a customer’s money in this stealing way, this is against law. Also this latest customer service representative “sousa” who gave me this irresponsible / unprofessional answer has been most impolite and in answering my calls, who even refused to give her name!

 

I am very unhappy with this bad quality customer service: after having contacted Vodafone for more than 15 times since February, my issue is still unresolved and most recent advisor’s response is against law. I will have to consider legal solutions if Vodafone do not resolve my complaint / return my money properly as soon as possible.

 

As my sim receives no signal, please call me back at numbers attached.

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21 REPLIES
4: Newbie

My contact details

 

[Attachment removed by moderator]

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17: Community Champion

Hi

 

 

If you wish to make a complaint then Vodafone has a Code of practice. 

 

Link > Vodafone Code-of-practice.

 

The Vodafone Team team here also maybe able to help and guide you. It can take a short while for them to catch up to your thread. 

IMG_1084.JPG

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4: Newbie
I made another topup by UK bank card to make sure sim is still active, but it is really worrying as I am working for a voluntary organisation now and I am going to stay in the region for another 12 months. I can not keep topping up without being able to use my phone and not being returned any of my credit which will definitely be lost after 12 months.
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Moderator

@Changg

 

We can't guarantee you'll be able to use Pay as you go services abroad, therefore we wouldn't refund any available credit. 

 

This information can be found in our Pay as you go Ts&Cs.

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4: Newbie
Dear everyone, Could you help me urgently here PLEASE --- I contacted vodafone today regarding same issue, but they told me "Balance is £5.05 now"!!! I have £50.05 since Nov 2016 when I arrived abroad unable to receive any signals, and was confirmed of this amount in all previous contacts. I topped up £5 on 15 March to keep sim active, now should have £55.05 in balance. Now only £5.05, so Vodafone has stolen my money of £50 already!!!!
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4: Newbie
Dear everyone, Could you help me urgently here PLEASE --- I contacted vodafone today regarding same issue, but they told me "Balance is £5.05 now"!!! I have had £50.05 since Nov 2016 when I arrived abroad and been unable to receive any signals. I was confirmed of this amount in all previous contacts. I topped up £5 on 15th March 2017 to keep sim active, now should have £55.05 in balance. Now vodafone tole me balance is only £5.05, so Vodafone has stolen my money of £50 already!!!!
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Moderator

@Changg So we can take a closer look into what's happened, please speak with us on Live Chat.

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4: Newbie
I made calls today inquiring about the missing 50 pounds, no advisor could even tell me!!! Below I attach all the calls I have made since 20 Feb 2017, everyone will see how terrible it was --- My vodafone sim receives NO signal, all the calls were made by Skype! The longest record is one advisor asked me to wait for 1 hour and 23 min on the phone, then told me to visit vodafone store myself! Obviously she knew I am not even in countries with vodafone signal!
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Attachments

4: Newbie

27 Feb 2017, then many many times on 15 March 2017, when I still have not recieved refund, and I had to top up again.

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4: Newbie
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4: Newbie

Sometimes Skype has a bad line, I had to call even more times, but the worse thing is --- Where is my 50 pounds!!!

4: Newbie

Calls were made continunously since mid last week, could vodafone return my money please!!!

Highlighted
4: Newbie
Moderator

@Changg

 

Have you spoken to our Live Chat team about this as suggested by @Natasha

 

They'll be happy to look into this for you.

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15: Advanced member

Hi guys,

 

The original poster has advised they are abroad hence the problem. Are you guys now saying that Live Chat will work from overseas as lots of posts on this forum seem to indicate it won't. 

 

Just if that is the case and live chat still doesn't work overseas then your replies read like you're fobbing off the author. There have been many replies over several days and it's clear there's distress here and dis-satisfaction with the service they have recieved so far from Vodafone so surely your own complaints process would indicate that it would be appropriate to pick this up and own for the customer rather than direct to live chat? 

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Moderator

@donnyguy

 

We're unaware of any issues with this currently.

 

Providing there's an internet connection Live Chat should work. 

 

If there's any problems with the service, please let us know and we'll raise this.

 

 

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15: Advanced member

Strange - wonder why so many people on the forum have advised otherwise.

 

But will take your word for it - might try it next time I'm in Greece Smiley Happy

 

Thanks for confirming

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17: Community Champion

@Becca_P

 

It might also be worth the Team or Customer Services explaining to this poster that topping up alone does not stop the line being disconnected.  It is still very important to make chargeable activity before the cut off deadline.

 

In fact, wasn't taking credit after the cut off period when customers were unable to use their handsets part of the ruling with Ofcom October last year due to Vodafone failing to credit customers accounts after they paid for top up credit.

 

This poster has topped up considerably and may still lose his number and credit.

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17: Community Champion
The PAYG Ts&Cs have always specified that topping up alone would be sufficient to avoid disconnection, but in the past a chargeable activity was also required. However, I believe that it is now adequate just to top up. I have queried this, and been assured that it is the case. I assume it's a consequence of the Ofcom ruling, and also the tragic cases that arose in part from the old situation.

t:_

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