Missing payment

[Alex1988]

Hello I was just wondering if someone could just help me please.... I paid my bill yesterday (16th of March) and vodafone are saying they haven't received it called my bank and they said they money has cleared so please tell me where my money has gone cause I'm not paying it twice when clearly my bank is telling me it has cleared. I'm so confused about this, never had this problem before now due to their system being down yesterday

[AnnS]

Hi @Alex1988

If you only made the payment yesterday, it won't have cleared from your bank and takes a few days to be credited to your Vodafone account.

When you log onto your online banking, you wil notice two amounts, your available and pending balance where payments have been authorised but not yet released by your bank.

The payment is generally released by your bank within two working days.

This is where having a direct debit arrangements has it's values, saves the worry of having to pay the bill on a monthly basis.

[Alex1988]

@AnnS No it still showing I owe them the money and now receiveing text messages from vodafone saying if I don't make a payment then they will cut me off!

[AnnS]

Hi @Alex1988

If you are going to make a manual payment, you need to allow at least three working days before the payment is due.

The banking system does not work that fast and the money is not released by the bank for two or even three working days when a card payment is made.

[Alex1988]

@AnnS when I done it before it was always taken out on the day but this time it hasn't!

[Alex1988]

Well as no one can help me with a simple answer. I paid my bill on Thursday the 16th of March and for some reason vodafone hasn't received it, but all day Thursday and Friday I was on the phone to my bank and they they cleared the money for vodafone. So now I'm thinking where has my money gone? I have never ever had this problem with vodafone before it's only due to their system being down and now I'm receiving messages say my bill is overdue when clearly I paid it on Thursday. Argh can someone or vodafone just get back to me it's driving me mad!!!!

[BandOfBrothers]

Hi

Has your bank specifically confirmed Vodafone have taken payment or that instead it's been put on hold in your account by the bank awaiting for Vodafone to take it ?

Customer services on 191 or Live Chat should be able to.clarify what's happening. 

It maybe beneficial to set up a Direct Debit to help stop instances like this repeating themselves. Just a suggestion. 

[Alex1988]

Yeah they said it was taken out yesterday and vodafone are saying they haven't received it! Now I'm overdue on my bill when I have already paid it!

[BandOfBrothers]

Ok if this was my situation id allow for the weekend to pass and then first thing Monday Am ring 191. 

The conversations you've had should be logged on your account notes. If you also use Live Chat then retain the chat transcripts. 

As this is involving billing and payments then I'd also suggest to check your Credit file just to ensure nothing's been reported onto it. Experian offer various ways of looking at your report. 

[Alex1988]

I just keep getting the same answer. Clearly it's been taken out and not one person at vodafone can tell me where it has gone.... I'm sick of speaking to the live chat people cause clearly they don't know what they are doing at all, it's like talking to a brick wall and now all I'm getting is your bill is overdue even when talking to live chat people.