I made a complaint in August regarding a billing error that was made against my name and I am looking for a way to get this resolved, because I am appalled by the way this case is being handled. In September 2015 I moved ownership of this number to my mother as I was moving out of the UK for a job. Between May and September of this year I was asked to pay bills for the transferred number despite not being a Vodafone customer – this appeared to be an IT glitch.
To resolve this issue I made over 20 phone calls from abroad which have cost me a lot of money. Each time I was told that either I am not authorized to speak (because of number ownership transfer), or that they could not find my details in the system to finally that Vodafone is due to repay me money but I need to send more proof. This is very surpring given that your response to my previous complaned mentioned that I could follow up on 03333 040 886 but apparently the number in question was not linked to an open complaint.
On 22nd of September 2016 I managed to speak to Candy from the Resolution Team and she confirmed that there was a billing error. As a result she waived all the bills against my name and promised that all money would be returned to me once I provide one more piece of evidence related to DRS bill. The money due back to me includes:
- Money taken from my account for £41.37 on the 23 May 2016. The proof of payment was delivered by my mother earlier this year to a Vodafone store.
- Money I was forced to pay to DRS due to allegedly unpaid bills for £98.76. I have sent the proof of payment to resolutionteam email address.
- Money that I spend on phone calls - about 20 from abroad each of which lasted at least 30 minutes cost me about on average an equivalent of £20. I would like this to be refunded for a total of £400.
- Compensation for wasted time and personal distress due to this issue.
I would like this money to be refunded ASAP. I complained by phone but the staff appears untrained and they always tell me money would be refunded without even taking my bank detials. I complaned by latter and my mother received an acknowledgement letter and no follow up phone call was made. Can anyone help me here with this issue?
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