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.

[BandOfBrothers]

Hi

I'm Not surprised your frustrated with this. 

The Vodafone Team won't have your account details from here as your credentials for the forum are different from your myvodafone account.

If this was my situation I'd call [Removed by admin]

That or wait for the team here to comment. 

[bobworthy]

Thanks for the response.

I will wait for a Vodafone advisor to comment. I must have spent about 4-5 hours on the phone in the past week. At one point I was told to ring a number that took 1 1/2 hours to answer only to be told my number does not exist and the phone was put down on me. Grrrrrrrrr

[BandOfBrothers]

Your welcome. 

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

[bobworthy]

Should have mentioned my bill currently stands at £601.10 when it should only be £ 43.50 a month.

[BandOfBrothers]

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@bobworthy wrote:

Should have mentioned my bill currently stands at £601.10 when it should only be £ 43.50 a month.

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Ouch.

[AnnS]

Hi @bobworthy

Although time consuming, the quickest way to make sure Vodafone will only take the correct charges by direct debit is by using Live Chat, this way you will be in a position to receive a transcript of the conversation as your proof that Vodafone will not take above the agreed amount.

Should Vodafone take an incorrect amount, you have the banks direct debit guarantee where you will be able to receive an immediate reimbursement to your account.  It's the banks own guarantee and something which they are obliged to honour.  This will ensure you have adequate funds to meet your mortgage payment when it is due.

Generally, when the bill has already been produced, any incorrect charges will be credited back on the subsequent bill, but Vodafone will only take the correct amount from your account on the direct debit date.

I hope you get the account issues and the billing issues sorted.

[bobworthy]

Vodafone seem to be ignoring this post. Funny when the fault is down to Vodafone it goes very quiet. No other company I know are unable to deal with billing issues like Vodafone does. I have in writing that its Vodafone's error with both the unbilled charges and price plan. Every time the member off staff I deal with on both phone and chat sessions says they will sort it and come back to me never and I repeat never do what they promise.

It was escalated to manager last week who will sort it- never contacted me back.

Asked to give email address so I ca be kept in the loop - what a surprise, nothing.

1. How hard is it to cancel a trumped up charge on an account.
2. How hard is it to say yes we have made mistakes with your billing and we will rectify it.

Should I amend this? Vodafone have said yes its our fault and yes your bill needs to be rectified to show the correct billing. Then put the phone down do nothing about it.

[drey_p]

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@bobworthy wrote:

Vodafone seem to be ignoring this post. Funny when the fault is down to Vodafone it goes very quiet.

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The normal response time is 24 - 48 hours and it isn't even 24 hours yet.  The forum isn't a way of getting an instant response - if you'd like an immediate reply there are more instant methods of communication such as calling or using LiveChat. 

[bobworthy]

Thanks, I understand and will wait the 24/48 hours. Problem is I am here due to exhausting all other avenues other than pitching up at the front door.:smileywink: