Incorrect billing charges

[manhattan]

Hi all, wondered if anyone has had any sucess with vodafone billing and refunds of incorrect charges. Earlier this month vodafone over charged me over one hundred pounds for data use abroad. i had a cap on the account and they sent me a text saying i had reached the cap and to unblock it to continue using data, which i did not. i have spoken to 191, and chat reps and so far none seem to understand or be keen to do anything dispite them having already taken a massive chunk out of my account and taking me overdrawn. I was told to take the phone to a shop so they could verify that i actually recieved the texts to prove the cap was on! what a load of bs, apparently they cant tell if theres a cap on the account unless they see the texts. i have said i am willing to do so but will charge 35.00 for my time and 10.00 for fuel as its a 20 mile round trip and i dont see why i should be out of pocket for vodafones mistake. Anyone have any other ideas as im getting no where except very ##~## off.

[redpages]

If you've had no luck with web chat and the resolution they've offered isn't suitable (going to store) then I'd pull together all of the information you have from your side and send it to Vodafone's complaints team via email. Any previous conversations you've had with Vodafone should also be documented on your account by advisors you've spoken to (allowing other Vodafone staff to review it at a later date should you contact them again).

Generally I've always had more luck dealing with complaints over email as it lets you compose all of your details in one place which an advisor can then digest and investigate in more detail (unlike web chat when the conversation is 'back and forth').

[manhattan]

I have emailed after i got a response by resorting to rubbishing customer service on social media. im more annoyed now that you get better customer service by using facebook than the actual customer service staff who should be helping you. Frankly ridiculous for a problem that should be sorted in about 5 mins. Heaven help anyone with a complicated matter.

[JohnJ]

@manhattan I've sent you a private message with details on how to get in touch via email. this is so we can investigate your query.