Hi I posted this message privately to a member here but didn't receive any response yet. So i thought I put it here hopping to get a quicker response.
I need help to get my money back which was promised twice from the Billing team.
I placed an upgrade order online on 25th of November (Black Friday) 4AM in the morning. I tried to order the Samsung Galaxy S7 Gold 32GB version but at the end of order confirmation page it always appeared as Black 32GB version. I thought that it was only a mistake from the webpage, showing me the different color as I tried to reselect the model I want over and over again, and continued to order it.
I went to the store (Vodafone store at intu Watford) to collect it the same day after lunch. When I arrived there I asked the instore customer assistant if I got the Gold version or Black of the phone, he replied that it was the black version of the phone but that he can help me to get the Gold version without a problem.
So then he told me that he will cancel the online order and place a new order instore with the Gold version of the phone, which I have asked. He did cancel the online order and placed straight away the new order and I paid it using my Bank Card. After receiving the phone I went home and started using it.
Three days later, when I checked my Bank account, I received two payments of £70 each, one from the online order and one from the instore payment. I was surprised about it first, so then I went to the store on Monday the 28th of November and asked a collegue. He told me that the money would be refunded within 2-3 days.
I waited till Friday the 2nd of December then went to the store to ask about it. There another collegue listen to me and looked at my account as well as the payment on my Mobile Banking app to confirm it. She said that due to a problem in the payment and billing system that day she would not be able to do much and asked me to come the next day around 4-5 PM.
The next day, Saturday the 3rd of December I went back and got help through another collegue. He sat with me and looked in the system to check and confirmed that I had placed an online order and then instore after cancelling the first order. He did then wrote a Message with details from both orders, such as order reference number, on my Account in the system to let the Billing team know about my problem and that I should be refunded back £70.
Next he told me to call 191 and speak to the billing team, I did it straight away while he was there with me. I told the person on the phone about my issue and that the instore collegue also left a note for them to look at it to make it easier to handle the problem. After speaking to her, she told me that she will speak to her manager and refund the money back within 4-5 working days. I asked If I will receive any notification or confirmation about my refund, she then send me a text message saying that I will be credited with £70 refund. I left the store after that hoping that the money would be refunded.
On Saturday the 10th of December, after not receiving the Money I called back 191 and asked what happend to the refund. The guy, whom I was speaking to this time, said that the previous person who I asked to refund the money on 3rd December didn't do it correctly and that he will correct it straight away and that I will receive my money back within 3 working days on Wednesday 14th of December.
So I waited so long and still received my Money back, the bad thing about it that I got other bills to pay and cant wait any longer. I don't really understand what theese people are doing and why this is called Customer Service when we get lied about when we ask for help.
This is not the first time from Vodafone to let me down. Last year, I did upgrade my contract aswell as my brother and we had bigger issue with customer service, I don't want to write about that now, which was frustrating and also made me to think about quitting Vodafone. You are maybe able to look at those if you can acces my account history or whatever record Vodafone keep in the systems about me and the contacts I have made using 191.
I don't really know what information about me you need to help me so please ask.
I hope you can help me to solve this issue and get back my money.
Many thanks
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