Unexplained charges added by Vodafone on account & incorrect billing.

[bobworthy]

I am getting worried because if the bill on my account goes through I will default on mortgage etc. and this is purly down to Vodafone's incompetence.

First problem:

3rd October my wife’s phone was locked due to high usage. I called Vodafone and they said it was an unexplained error caused by Vodafone. They unlocked the phone and said that the charges will be removed. It has now been a week and the charges are still showing on my account. I have rang a numerous amount of times to be told it will be removed. Even had a so called  "SUPER USER" look into it and still remains on my account.

Second Problem:

I was offered a package for all 4 off my phones back in June 2016. To this day the bill has never been right. I have been told what I should pay every month and end up fighting on the phone every bill day to get credit and sorted out. Always assured that it will be done for next month, but never is.

Please can a Vodafone member off staff look into these issues. Because if that Hugh bill goes out in October my first step will be ombudsman and a solicitor.

[drey_p]

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@bobworthy wrote:

 I am here due to exhausting all other avenues other than pitching up at the front door.:smileywink:

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I am sure they won't take too kindly to that LOL.

I do hope that the eForum Team are able to help you out and get to the bottom of the issue.

[Retired-Viki_R]

Hi @bobworthy

I'm going to PM you for help with this.

Viki

[jambox]

This sounds exactly like the problem I have got. Last week I received a text message saying that they have noticed high usage on my phone, then received another about an hour later saying that my service is temporarily suspended. Looked at my bill and there was an out of bundle charge of over £700.

I phoned Vodafone that night and was told that it was an error that will be removed and that my phone service had been restored.

The next day I tried to use my phone and found it still out of service. I then receive an automated phone call saying that I currently have £XXX in charges and to avoid extra charges next month, I should pay now. Then was given option one to pay bill, or option two to acknowledge the charge.

That night I used live chat and again was told the the charge had been removed, as had my service blockage. I tried my phone as the chat was ending.... Still blocked. After about another 15min the phone was restored, due to there having been a note on my account that they had to remove.

I have just looked at my current charges, and it still says that I've got the out of bundle charge.

[bobworthy]

Hi Jambox.

Welcome to my world. Seems that you get endless promises to sort out your issues but soon as you leave the chat/call I imagine a piece of paper being thrown into a basketball hoop and landing into a overflowing waste bin. "Right next complaint"

I must admit when I has similar issues about 2 years ago (always goes in cycles) the person who dealt with it the most efficiently are the Vodafone staff who contact you through this forum.

I will keep you posted on what happens in the coming days.

[bobworthy]

I am pleased to say that I have now had what seems to be a very postive responce from a very helpful member of the Vodafone Social media Team, Charles. I recieved a phone call earlier today and was happy to be listened to and understood.

I will not know full extent of the rectifications to my account until my invoice date on the 16th.

I will keep you posted.

[jambox]

Sounds promising Bob.

I am awaiting the outcome of the invoice, as I have the transcript from the live chat and have been looking into my rights, so will be taking action if it is not the correct amount.

[Retired-LouiseE]

Hello @jambox

I understand your worry and distress at this, have you spoken with our team further? Is there an update on this situation?

@bobworthy

Have you spoken with our team about this?

Louise

[jambox]

Hi @Louise_E

No i have not spoken to your team personally, but I've spoken to someone on the phone and someone else via chat, both of whom have assured me that it is sorted. But like Bob, I am just going to have to wait until my next invoice to see if it is.

[Retired-LouiseE]

Hi @jambox

I see, please let us know how you get on. 

Louise

[bobworthy]

Hi all

I was awaiting my bill before I went down in writing. It seems that my conversation with the technical team worked last week. My bill is now correct, and even the app.

Thank you for your help. As I say the best way to get issues sorted is through the Forum and the Vodafone staff who respond to the forum emails.