Pay monthly services

[talhan12]

hi

  i've been charged the same for personal roadwatch. whe i spoke to customer services they said they cannot remove this charge as this number has been dialed from my sim. they offered me 50% discount on this £25 charge. but why would i pay even 50% for the call i haven't made.

[biffo1963]

Absolutely !    They must be feeling very guilty if they're offering to reduce the charge by 50% before you've really started in on them - sounds like a bit more persistence might bring more concessions ?

[DaveCD]

Hi talhan12

Thank you for your post and a very warm welcome to the eForum from myself and the team.

I would love to take a look at this for you however as this is an account specific query I am unable to do so on a public forum, I have sent an email to the address you registered with on here, once I have received your reply I will be able to investigate further.

Hope to hear from you soon.

Many Thanks

DaveCD

eForum Team

It would be amazing if you could take 30 seconds to complete a quick survey to aid my development.

[bevadams]

I to have been charged for a call to personal roadwatch totaling £25.51 , the call was apparently made from my sons phone on the 20th DCE and lasted some 19 plus minutes, my son doesn't even drive and I believe him when he says he did not make the call. I have rung customer services to ask about this and was spoken to by a most unhelpful advisor who says that his system is not at fault and would not listen to my complaint. I asked to speak to a supervisor but was met with derision and told the answer would be the same! I have checked my sons call log and he did not make the call!!!! I ended the call to Vodafone saying that I am going to refuse to pay the bill, but the advisor said I was liable for it and that was that!! Am extremely unhappy and do not appreciate him calling my son a liar!!!!!!!! 

[bevadams]

To continue, my husband has spoken to Vodafone who have offered to take £15 off the bill, I am still unhappy about this, but it seems there is no way Vodaone will admit an issue with the service.

[meongarden]

This really is a scam on customers goodwill.    I have just discovered a £45 charge  on my November bill - again Roadwatch and no effort on the part of Customer Service to explain why I would spend this amount of money in a single day phoning a number I never use the rest of the year.     What is quite unbelieveable is that there is no limit on the apparent time that you can clock up such amounts...    if these are genuine calls why don't Vodaphone put a re-set request on the calls after say 5 minutes?    I've been billed for three calls on the same day - one lasting 20 minutes and costing £30....  I am asking Customer Services to get this refunded.

[James]

Hi Guys,

When it come to the personal road watch service it is accessed by dialling 2222 from your handset.

When we look at these charges they will normally be correct as we do have a log of the number, SIM and IMEI used when the call was made and for how long it lasted, I know I personally have called numbers by accident when the phone is in my pocket.

@ meongarden, can I ask if you have managed to get this looked at?

If not please let me know if you would like the eForum team to look at this for you.

James

[meongarden]

Hi James / Tech team

I have called Customer Services wice and been prmised that a 'refund' will be looked into by the team.    However, I have heard nothing from last week.   

Yes, I would like the eForm team to take up this case with whoever handles complaints.   And also request Vodaphone looks into a system of 'limiting' call duration to these numbers with request to caller to confirm that they wish to remain on line.

Thanks.

[Dave]

Hi meongarden,

I'm popping you a private message so we can get your account details, as we'll need these to get this resolved.

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.

With regards to the suggestion of requiring the user to verify continued call connection after a given period, whilst I understand the logic and reasons why this would be useful, it's not something which could be done as it would need to be incorporated to all calls.

Please follow the instructions on the PM as I'm keen to see this resolved for you.

Dave

[skippy1234]

Hi all,

Really frustrated.

Just looked at my bill and I have a charge of £25 to personal roadwatch. I dont have a clue who they are and I certainly didnt make the call!

spoke to a vodafone advisor who offered me £10 back but I want a full refund! I DID NOT MAKE THE CALL...

Strange how so many people have the same problem yet vodafone think were all making these calls ..

[skippy1234]

Anyone ?

[Wayne]

Hi skippy1234 and welcome to the eForum

I’ll send you a private message that details how to get into direct contact with us. We’ll then be able to take a look at this for you.

You can find your PM inbox here

Thanks

Wayne

[aileensavvy]

I have just noticed the same problem, I have never rang this number and just happened to check my usage this month before I got the bill and noticed a £20.13 charge for a call to Personal Roadwatch. For one I most definitely did not ring this number on purpose as I walk to work at 8am in the morning so would not care what the roads are doing. The other issue, why on earth is this number such a one that could accidentally be keyed if in a pocket? I hope someone from the tech team can help or this will be the last time is use vodafone and will take all 3 of the contracts I have with you somewhere else. 

[Dave]

Hi aileensavvy,

Welcome to the eForum, and sorry it's under such circumstances.

I'm sending you a private message on how to contact us so we can pick this up for you.

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.

Dave

[ann1954]

Hi,

I too have personal roadwatch on my bill received today and immediately contacted vodaphone, they were most helpful with this issue although it took over a hour. I have worked out that it might be when you use voicemail to retrieve your calls when you are asked to enter 2 etc, check that your phone has the up to date software if not vodaphone technical can and will help with this matter.

[mrticklehammer]

I too have a charge of £25.53 for a 20 minute call to personal roadwatch..  I had never heard of personal roadwatch until I investigated this charge.   I have made 3 calls to customer services to complain that this call was not made by me or made from my phone but have effectively called a liar on each occasion.  I then emailed the "complaints department" only to receive a reply from "customer services" claiming to need to need security info from me before they could look at my complaint.  I no longer want customer services to look at it which is why I emailed "complaints".   And what a laugh, at the foot of the response from customer service is a line saying, "we hope this email has been helpful and has addressed the issues".  It couldn't have been less so had it tried.  Unfortunately this is not the first problem I have had with Vodafone.  I have have been a customer for over 20 years but am only still a customer as the signal offered by others in the area I live is almost non existent.  Had I a choice I would certainly take my business elsewhere.  I believe my only remaining option on this one is now the Ombudsman.

To anyone else with similar issues, I would suggest similar action.  Services like Personal roadwatch are set up by vodafone (and others) to make money, and they are not afraid to charge you for it regardless of whether you have used it or not.

[Dave]

Hi mrticklehammer,

I'm sorry to hear that you've had such issues getting this resolved. I'd like to take a look to see what happened with the last email and see if we can get this sorted for you, so I'm sending you a PM to get the details we'll need. With any contact, even the complaints team, they'd need this to be able to access and discuss the account.

If you follow the instructions in there and ensure that the code mentioned is used, you'll be contacting the eForum team directly rather than the general Customer Services queue, so we'll be able to see the post and what has happened so far if you ensure the URL is included.

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.

Dave

[shelleypip]

Hi,

I've just had £20 on my bill for making an apparent call to personal roadwatch.

What do I have to do to sort out a refund as I also definitely didn't call this!!

[Simon]

Hi shelleypip

Thanks for your post. We'll need to take a look at your account to see when the call was made and what charges were incurred, so I've sent a private message with details of how to contact us directly.

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.

Thanks

Simon

[mm0u802a]

Hello,

It seems I'm not the first person to suffer this but Vodafone have taken c£20 for a call I never made (personal roadwatch). What's more, the bill has me making two calls simultaneously, clearly impossible.

This is essentially theft. I have contacted Vodafone but am yet to hear back so as well as going to Ofcom and several consumer champions will be getting the police involved.

This is a known scam that Vodafone have clearly refused to stop. A shameful crime and one they continue to ignore me - and others - on.

Absolutely disgusting.