Billing error

[Tclarke]

A few months back Vodafone offered me a deal to stay with them. Essentially monthly bill is higher than agreed and the amount of data is less than agreed. Some bills include an additional charge for extra data usage which should be within the agreed allowance

I called a couple of times after the first bill and was promised that Vodafone would resolve. Tried live chat a couple of times earlier but it timed out prematurely both times.

Any advice or ideally a resolution from Vodafone would be appreciated

[AnnS]

Hi @Tclarke

When Vodafone give a retention deal, they can't just make up a tariff.  They will take a standard tariff, add a discount and added extra data to make the new contract sound appealing to the customer.

For this reason, when you log onto your online account, you will see the contract at the full price with any discount given as a credit at the end of the bill and the extra data as something like extra 2GB data.

If you have the My Vodafone Application, you should be able to see any discounts and full data allowance.

This is going to need account account to see what has happened. Although probably busy,  Live Chat is working.  When you are able to get a connection, the advisor will be able to go through the bill with you, clarify the charges and make sure future bills are correct.

If you continue to have billing issues, please come back to the forum.

[Tclarke]

Ann,

Thank you for your response. After lengthy calls with Vodafone they have now corrected the data allowance issue. Just before Christmas Vodafone agreed to correct the bill and line rental (I have a text message from Vodafone confirming this). I set up a direct debit. I then received the next bill showing the incorrect amount resulting in me cancelling the direct debit. Having reached the end of my patience with Vodafone's customer service I emailed Vodafone's chief exec. No response. I was then cut off, spoke to Vodafone's customer service who now say they are unable to correct the outstanding amount or line rental. They advised they they will raise the issue to their complaints team. No response (to date). I'm now receiving texts threatening to cut me off and report as bad credit. I am now out of patience. Any loss to service causes me significant issues and could result in significant damages being incurred. Any advice on the next steps to take? Will Vodafone be able to give me a PAC code if they believe there is an outstanding balance?

[Alex]

@Tclarke I've sent you a private message with details on how to get in touch.

[Tclarke]

I still have this issue. Have sent 2 messages. No response

[Alex]

@Tclarke I've checked our email records and can't see any emails from the registered email address on your account. 

Did you receive an email confirmation to say that we'd received your email and a unique case number? If so, please post this number in reply on this thread and we'll chase it up for you.

If not, I've sent you another private message with details on how to get in touch, please make sure to follow all steps carefully.