Pay monthly services

[Oldgits]

I recently took out a sim card only package for my son with 300 minutes per month call limit. I recently checked his usage for this month (unbilled usage) only to find he has exceeded his limit half way through the month, knowing he hasn't made many calls I went through the billing and it seems he is being charged for a Vodafone Family number. I called 191 who told me they wold refer it to another dept. and I would receive a text or email within seven days, this hasn't happened, I've banned my son from using the phone til this is sorted out,,the question is when? have other members had similar issues?

[Oldgits]

I would have thought a member of the tech team would have had the courtesy to reply and try and help me rectify this situation, like others I am experiencing very poor customer service from Vodafone.

[Wayne]

Hi Oldgits and welcome to the eForum

Thanks for your post here. I’m sorry to hear about the problems you have been having. I appreciate how frustrating this must be for you.

I’m also sorry about the wait you have had to get a response from us. We’re in very high demand at the moment and couple that with coming off the weekend, we’re taking a little longer to respond than what we would normally want/expect.

So that we can sort this for you I’m going to send you a private message over that explains exactly how you can get in touch with us.

You can find your PM inbox here

Thanks

Wayne

[Oldgits]

Wayne I was told after my initial phonecall the problem would be sorted within seven days, I've had no response I was told after my second phonecall the problem would be sorted within 48 hours, I've had no response. After your pm I emailed you and was told a response would come within 24 hours, I still have had no response. Is there anybody in the customer services dept. that keeps their pledge? Regards John

[Lee]

Hey Oldgits,

Thanks for your post.

I've checked the email queues for anything that's come in from your registered eForum address and you've not contacted our team directly using the code in the PM. We've worked all our email up to this morning so if you'd have followed the instructions and sent the code in the subject line, I expect you'd have been dealt with by now.

Because the code wasn't used, the email was never routed into our team.

When will you be available for a call tomorrow?

Cheers,

Lee

[Oldgits]

Thanks Lee Available for a call any time Regards John

[Lee]

Hi Oldgits,

Thanks for your time on the phone just now.

Let me know by replying to my email how we get on.

I'd appreciate your thoughts on how I've handled your query - eForum Survey

Cheers,

Lee

[Oldgits]

Over two months down the line the problem still exists, overcharging still exists, the return of promised phonecalls don't happen any more.

Would Lee or anyone please call me and rid me of this problem once and for all.

[Ben_H]

Hi Oldgits,

Thanks for the update. I'm sorry to see this is still an issue on your line despite Lee's previous efforts. Of course we'll be only too happy to check your Family group again. If you could email my team using the instructions I've sent via Private Message, we'll get in touch as soon as we can. 

You can find your PM inbox here.

Cheers, Ben

[Oldgits]

Hi Ben

No pm received as yet.

[Wayne]

Hi Oldgits

I've resent that for you just now.

Thanks

Wayne

[Jaylondon]

I have been getting charged for calling numbers on my Vodafone family group I set up the group as I was also getting charged to call Vodafone numbers even though I have a talk freebie sort this out this has been going on for 2 weeks now I have called customer services at least a dozen times and still i am being charged sort this out or I will contact ofcom

[Andrew]

Hi Jaylondon,

That definitely shouldn’t be happening. So that we can see what’s going on, I’ve just sent you a PM.

You can find your PM inbox here. If you can’t access this link, please ensure that the box next to “Turn on private messages” is ticked on this page, and let us know if you need any further assistance.

Follow the details in the PM and we’ll be in touch as soon as we can.

Thanks

Andrew