Frustrating, online vodafone account is not an active one

[lahep]

Please can someone help before I cry!

I've been having an on-going battle with vodafone since August but thought it was getting sorted out.....until now.

I have a pay monthly account, no contract, just one of the £9.50 pay monthly agreements and have done since my contract ended last December.

I phoned and changed my DD details in July and in August Vodafone continued trying to take the DD from my old account resulting in charges.

Many calls, webchats and visits to store later, I eventually was told that I'd get my charges refunded and would get a £40 credit too.  And I was glad to see the whole saga over and done with, I know it was only £40 but I was annoyed  The £40 credit went into my bank and I thought I'd check online to see that my £40 credit had gone in too.

Now I've never used my online account before, never needed to and when I logged it, it said that the account listed to my phone number is a payg account that has never been active.  I've called and webchatted many times to say that there must be another account against my number, one that reflects my direct debit, calls, messages etc.  They are saying that only one account is linked to my number and cannot answer where my direct debit goes nor how I can make calls etc.

I can't get to a store but no-one can help me online either

It looks to me like there are two accounts for my phone number, a payg (inactive) and a pay monthly (active).  All I want to be able to do is to check my pay monthly account online.  

Does anyone have any ideas about how to get rid of the payg account so that I can try to re-register it as a pay monthly?

Thanks

[Nabs]

It sounds like Vodafone need to remove any registrations for the online account on this number and let you register it again as new.

As it seems Customer Service have been unable toa chieve this if you sit tight one of the eForum team should be able to get in touch and have a look at whats gone wrong on your account.

[Rahim]

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

[lahep]

Thanks, I'm in contact and hopeful that the situation is being resolved.

[Rahim]

@lahep Great to hear!

Let us know if there's anything we can do to help.