I don't know if i am posting in the right section but since I have tried to solve this issue through every possible avenue possible, this is my last resort before I am forced to seek some sort of legal assistance.
I have had my mobile broadband dongle for nearly two years now, at the end of last year there seemed to be an issue where I would pay £25 for a 15gig data bundle. Over the course of 3-4 months the online service took the money and did not give me the data. And so began an uphill struggle that has now gone on for over 7 months. Bear with me because this will take some explaining...
Firstly i contacted live chat, the advisor told me that there was no record of my purchase and rather 'politley' inferred that i was in fact not telling the truth. After refusing to take this as an answer he checked again and noted that the data had been cancelled despite the purchase being paid for and the money being taken.
As this continued to happen I was forced to constantly keep calling vodafone back because despite being given several different time frames for a call back i recieved nothing from vodafone, and yes i gave them ample time over the agreed call back limit before i gave in.
This happened not once, not twice but a total of 9 times.
In that time I was told repeatedly that my case had been moved up to the 'super users' group, only every time i called back there were no notes on the issue and I was constantly forced to retell the issue over and over again.
I was asked for bankstatements which i had to repeatedly send and at one point i was told that nothing could be done until i provided a log from my vodafone website account of all my purchases.
The webstite does not provide this service which means the woman was either lying or had no clue what the website had on it.
After six months they finally agreed that i should be refunded (during that time at least 3 advisors told me that this issue was an ongoing problem faced by more than just myself)
When i was told they would refund the money as credit in my bank i told them that i did not wish to have the credit but my money returned because so far the level of customer service had been absoloutly abysmal.
I have been told a total of 4 times in just over a month, that my refund was being processed and could take up to 3-5 days. I waited over the designated 3-5 days every time and every time i recieved no refund and when calling back to find out why i was pretty much told nothing and the advisor would put in another request.
To summarize:
1. I was basically called a liar by a live chat operator who clearly had not checked properly
2. 9 call backs that were no honoured
3. Notes about my situation not taken despite being told several times that they would
4. No actual explanation as to why this is happening
5. over £60 spent on phoning vodafone and being put on hold because i do not own a vodafone mobile
6. 4 times i was literally 'promised' that my refund would be processed only for nothing to happen
I know some of you may think why would i expend the time and money over and over again but the simple fact is that i did nothing wrong. The fault has been admitted as Vodafones, the money was paid for services NOT rendered and i have been patient as several saints while jumping through every hoop vodafone has asked of me. The matter is simple, I am owed £75 for an issue caused by a glitch or error in vodafones system, the credit sitting in my account right now is there for the refunds team to process my refund and has been for well over a month.
So please, someone tell me why I am still going through the frankly, stressful as hell uphill struggle just to get my money back. Because whether true or not, the level of customer service makes me feel as though vodafone are simply waiting for me to give up so they dont have to pay out for their own mistake.
So please, if there is anyone on the forums team who can help me, it will save me more issues down the line because i am not going to go away.
Thank you
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