I have experienced very frustrating service over a recent issue due to incorrect roaming charges.
Before writing this email I have called vodafone several times, clocking up 5 hours on the phone.
A huge direct debit for over £600 was taken from my account by vodafone, mostly for a single roaming charge, which I should not of been charged, having called vodafone and opted in to paying £5 per day to use my monthly data allowance abroad.
I phoned to question this and was told it will being investigated and someone from another department would contact me about the charges. In the meantime I would receive a refund for the payment that was taken. I was told the money would be back in my account later that day.
No money arrived, so I called a few days later to chase it up. This time I was told it could take 7- 14 days. I protested, and was then told it would take 5 - 7 days. I protested again explaining I had previously been told it would be done the same day. I asked to speak to someone more senior, who told me i should never of been told it would be done so fast and that they would carry out some 'staff training'. They then advised me the quickest way to get the money back was to phone my bank and get them to claw back the money under the direct debit guarantee scheme. So I did.
I did not hear anything from Vodafone with regard to the 'other department' contacting me about the billing issue.
Today they have suspended my account and I can't use my phone. I called customer service who told me i hadn't paid my bill. I then had to explain all of the above, so after a total of 25 mins, most of it on hold, they apologised and said the person who dealt with me before had not followed the correct procedure. One of the people I spoke to before was a floor manager.
They then said they would re-connect me, as It was their own fault for not dealing with the issue. (This has not been done, see below)
I explained that I still needed vodafone to resolve the issue with the bill as my next monthly payment would soon be due for payment and I had little confidence in them calling me back, so could I please speak to someone who could sort it out. I was put back on hold for another 20mins, then the line was cut off.
My phone has not been re-connected. I still can't use it.
There is nobody to contact other than the call centre above, who do not have the ability to resolve this issue.
Does anybody know of any other way of getting issues like this resolved?
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