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28-05-2017 11:06 AM
Hi All
After 4 LONG conversations with Vodafone customer service, I'm so exasperated.
I see in this community, there are many threads on poor customer service; has anyone managed to get a refund and/or apology for an incorrect charge to their account?
Precis of problem:
Yes, this is a rant, but I don't think an unreasonable rant....can't yet see any £10.00 compensation credit to my Vodafone account & will have to wait 5 days to see if refund hits my bank account & lost almost 3 hours of my life in total speaking with the most awful customer service operatives EVER.
28-05-2017 12:01 PM
Hi @JFairchild
Your more than entitled to have a rant because of those sequence of events and the differing pieces of advice given !
We have a Customer Support Team here who read all posts and help where they can so please let them catch up with your post and I'm sure they'll help you with this situation if they can.
Regarding the payment taken have you considered speaking with your Banks Customer Services to see if they can recover the monies on your behalf.
They may or may not be able to do this in your situation but it's not going to harm to ask.
Current Phone >
Samsung Galaxy s²⁴ Ultra 512gb.
28-05-2017 12:29 PM - edited 28-05-2017 12:31 PM
Hi @JFairchild
When you are promised a refund, and your bill has already been generated for this months billing period, it is given by way of a billing credit and this will show on the following months bill, this will be the same with the £10.00 compensation credit. However, Vodafone should send a text notification to let you the credits have been raised.
As far as the incorrect address is concerned, if Vodafone have not amended the details and to prevent an occurrence of the same problem, you need to make sure they have the correct address details.
This will probably sort itself out when you receive the following months bill and it is quite nice to know the credit is on the account and Vodafone will only collect anything above the credit.
The best way to get this solved and for you to get confirmation of the credits is through live chat. That way, you will be able to download a transcript of the chat for your records.
28-05-2017 05:49 PM
Thank you - I have kept a copy of the web chat transcript - but the inaction meant 2 follow up calls.
The credit of the excess (illegal) charge should NOT go to my Vodafone bill, but be refunded to my bank account from which it was taken.
The compensation WILL hopefully be credited to my Vodafone account.
You don't seem to get it...you can't charge someone for something they've never had. I think that's called theft, is it not?
28-05-2017 05:55 PM - edited 28-05-2017 05:56 PM
You’re welcome @JFairchild.
Let us know your email reference number once sent (this will be sent in an auto reply and look like: ‘[#1698746]’) and we’ll check we’ve received it.
02-06-2017 07:32 PM
Many thanks, all resolved.
Refund received at last
05-06-2017 03:32 PM
That's great to hear @JFairchild!
If there's anything we can help with in the future, please don't hesitate to let us know and we'll be happy to help.
28-05-2017 03:26 PM
@JFairchild - I’m sorry to hear what’s happened.
So we can look into this further, I’ve sent you a private message with instructions on how to get in touch.