Spotify charges & Missing Data from Plan - Live chat frustrations !!

[SNuRCHeR]

Hi,

I've been using the 'live chat' to try and resolve a problem, basically I've been charged for spotify which should have been included on my plan. After several sessions, they've managed to stop charging me for spotify but I'm still working on 10 months of charges being refunded !

On one of the later sessions, I was low on data and mentioned to the assistant I might have to cut short our discussion and he replied, don't worry I'll reset your data for you.

Anyway, to cut a long story short, since then my 8gb data has been missing from my account and I keep getting charged £6.50 per 250mb.

I've been back on live chat 3-4 times since, each time they confirm that my account includes 8GB and remove the excess charge and say my 8GB will refresh within 24 hrs. Next day, the charge has been removed but still no 8GB data. later that day, another £6.50 charge so back on chat, same story....

I've now got £19.50 in excess data charges as I've not been back on chat since Thursday.

Everytime I've tried 191, it's been a long wait.

I've got several of these live chat transcripts emailed to me regarding the spotify error and the excess data fiasco but can't find an email address to forward them onto ?

Can anyone recommend a better communication route as I feel I'm going round in circles !

Thanks

Simon 

[BandOfBrothers]

Hi

Certainly sounds like you've been messed around. 

Really customers service should be able to sort this for you. Sometimes it can depend on the working knowledge of the agent your speaking with. 

This eforum is owned and monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name. All posts are read by them.

Hang in there and I'm sure they'll be in touch. 

[SNuRCHeR]

Thanks for the reply Lee,

I went through at least 6 or 7 very friendly assistants on the chat who all said they knew the problem and promised to resolve.

Hope to have more luck on here !

:robotfrustrated:

[Retired-Sarah_L]

Hi @SNuRCHeR, 

I've sent you a private message with information on how our team can get this looked into for you. 

Thanks, 

Sarah

[SNuRCHeR]

Thanks Sarah,  I've submitted a mail.

Fingers crossed

[User3005]

Did you ever get this sorted? I have had a similar experience and wondered how you managed to get it resolved

Thanks

Paul

[Gemma]

@User3005 - thanks for posting Paul.

We'll be happy to take a look at your account and check what’s happening.

Please send us your details by following the steps in this private message.