Consistently Overcharged bills and lied to by customer service

[goodsmiles72]

Hi Everyone,

So  I have been a Vodafone customer since 2013 and have been a broadband customer since 2015. Recently, after a really long process, which consisted of continuously contacting Vodafone by phone and live chat from around July to October to get the router delivered and to activate the service , I managed to upgrade to the Fibre 38 broadband package. When I contacted them in September I was told by two of the Customer Service representatives that my package would only cost me £20 a month, however, they have charged me £25 per month since.

When I contacted them in November, the customer service representative said that she would refund me the money I was owed and then said that the billing would be put back to normal. When I requested a copy of the contract they said that they were unable to because they no longer do that. However, I have not recieved my refund and they have charged me £25 again(December 2015).  I am unsure of what to do as I signed up to a £20 a month contract but obviously somewhere along the line several people have lied to me and given me false advice and information.

Whenever I go into my local Vodafone shop, they are unhelpful and tell me that I have to contact customer service directly even though they haven't been very helpful so far. Even though every single customer service agent I spoke to was kind and professional, I do feel like my trust has been broken. As a customer since 2013,  I still believe that Vodafone has the power and capacity to sort out this issue.

If anyone has any advice or help that they could offer please feel free as it would be greatly appreciated.

Thank you very much.

[BandOfBrothers]

Hi @goodsmiles72

The Vodafone High street Stores are in place really to deal with sales and not account enquiries which is why they are suggesting to contact Customer Services and to you appear unhelpful. 

When you accepted the Contract did you receive any confirmation emails which may hold the agreed contractual information. 

We do have a Vodafone Social Media Team here who might be able to help once they've caught up with your thread. 

A person can raise their concerns all here > vodafone-uk/complaints.

[John]

@goodsmiles72 So we can investigate the charges on your account in more depth, I've sent you a private message with instructions on how to get in touch with our dedicated team.