I have copied and pasted one of the emails that I sent to Vodafone explaining the situation to save me typing it again!!
I have a £17 per month sim only contract on the number 077*********
I attempted to order an iPhone 7 jet black when they were available to pre order. (02/09) I was subsequently informed that there was a long delay to receive the phone so I obtained a phone from elsewhere. I rang to cancel my order around the 19/9. I was told that due to your systems I couldn't cancel the order but would have to wait for the phone to arrive & send it back. When the phone arrived, I believe 19/10, I rang Vodafone again & requested to cancel my order & return the phone. I was assured that my order was cancelled & I would not be charged the up front fee for the phone. I returned the (unopened) phone & believe it was received by yourself on the 25/10.
On the 28/10 vodafone took £192.18 from my bank account, causing me to go overdrawn. I spent at least an hour on the phone to vodafone attempting to sort out the issue. I was (eventually) informed that you were not able to return the money to my account until the next bill date and that there was nothing you could do to rectify the situation. I was advised to contact my bank to request that the DD be returned. I then spent more time on the phone to my bank to arrange for the DD to be returned. I again spoke to vodafone who assured me that a refund had been placed on my account and I was PROMISED that I would not be charged any further for the cancelled account.
A week later, £210 was requested from my bank account. I AGAIN spent a great deal of time on the phone to vodafone and AGAIN had to contact my bank to get the money refunded.
I have since spoken to vodafone on a least 10 occasions and EACH time I have been assured and promised that the issue has been resolved. I have spoken to the resolution team on several occasions. I was assured that the 'late payment notice' on my account had been removed. As a goodwill gesture and to compensate me for the the many many hours that I have had to deal with this mistake of vodafones I was offered £30 credit.
On the 27th November whilst out for an evening meal with my family I received. Call from Vodafone collections asking for full payment of my account. Despite, by this point, loosing my patience completely, I politely explained that there is no balance outstanding and to please read the notes on my account.
Then, to my utter astonishment on 6/12 vodafone restricted the service on my sim only contract. Which, as far as I was told, is £30 in credit!! Can you possibly imagine my frustration?
I know that you record your calls, I would very much like you to listen to the numerous calls that I have had to make to vodafone and I would like you to investigate EVERY time I have been PROMISED that the issue has been resolved. I would like to know why you have been promising things that are obviously not true? How can your customer service be so misleading?
I have been a vodafone customer for many many years and would have continued to be a customer for many more years, I can not imagine how much money I have spent with you over the years. And yet, I am STILL trying to sort out mistakes and errors carried out by yourselves.
It really is unbelievable, I can not say any clearer that I cancelled the account and returned the phone - why am I still having to resolve this??
My account appears to be £87 in debit due to insurance charges on the contract that I cancelled. I cancelled the insurance at the same time as I cancelled the phone, I was assured in an email that the insurance had been cancelled and that I would not be charged.
The £30 has not, as far as I am aware, been credited to my account.
Simply put, the contract and insurance should have been cancelled and I should have £30 credit on my £17 sim only contract!!
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