Upgrade Applied To Wrong Account

[Dekenba]

I went online to my account and selected an upgrade to my sons number, in order to icrease his monthly data allowance - I have two numbers on the account, mine & his.

The upgrade was applied to MY number in error by Vodafone.

After several (long) phone calls, I was told a request would be made to get it sorted out, but that it would take 10 working days!!! I was also told that the cost would not automatically be refunded - the new plan was over double to cost of my current plan. I would have to contact Vodafone after billing and request a refund.

Today is the 30th & I'm still waiting for Vodafone's mess to be sorted out. In the meantime, my Spotify Premium account has ceased, I'm being charged double & my son is still unable to get the extra data allowance I requested.

It's a truly awful way to treat a customer. I'm an utter inconvenience to Vodafone, I'm only a revenue source, certainly not a human customer with a problem that can - and should - be fixed iimmediately.

I'm switching my account, which includes 2 lines & Fibre Broadband, at the earliest opportunity. It's a disgraceful way to treat paying customers.

[Getafix]

I would suggest you call Vodafone tomorrow and speak to the returns team. If your upgrade was SIM only then they will change it back to your old tariff immediately.

If included a phone then they will send you a returns bag. Send the phone back and once they get the phone, they will revert you back to your old contract. This would take about a week.

Meanwhile you can still upgrade your son's contract to the tariff you want so he can have the data he needs.

[BandOfBrothers]

Hello @Dekenba

I can understand why you would be unimpressed and upset at this situation. 

Is it remotely possible the wrong number was chosen when you upgraded ? 

If not then technology can and will glitch which is a reason I either prefer to o this with a person on the phone or in-store and check any email confirmation or paperwork carefully. 

I agree then its important that its put right asap to instil confidence back into the product / services. 

When a person takes out a contract or upgrades they do have 30 days to cancel or revert which is the Network Satisfaction Guarantee period. 

In my experience its right that Vodafone Customer Services would need to wait until the billing has caught up. Keep to your origial allowances. They will then refund any wrong charges. 

Please do persevere with Customer service and or do let the Social Media Team here who read all posts catch up with your thread and then I'm sure that they will help you with this situation if they can. 

If you do intend to move then ask vodafone for a Pac which will instantly close your Account once You give it to another network within 30 days and your new network uses it. Use it as close to your Contract end date as possible. Vodafone will then send you a final bill in approximately 2 weeks, this is paid by your Direct Debit which is why its vitall to keep it in place so refunds if applicable can be given too. 

You'll then receive a Sorry your Leaving letter and a £0 bill. 

If you are not interested in keeping your number then just give 30 days notice. 

Tip - Please use an alternative Networks payg sim card where you live work and commute so you know what signal and data speeds are. Don't go by Online Network Checkers alone. 

I hope you get some resolution to your current issues and remain as I assume Vodafone have supplied adequate signal. 

[John]

@Dekenba I'm sorry to see some of the issues you've been receiving with your account. We'd like to take a closer look into what's happening with your upgrade, Spotify Premium and the additional data on your son's account. So we can, I've sent you a private message with details on how to get in touch.

[Sniffmedog]

They told me I could upgrade and get a handset after 6 months of being in a SIM only contract. I've been charged double and they said it's my fault. Very misleading and they told me I can't cancel or claim a refund. 

Complaint to Ofcom it is, asked for a deadlock letter they was refusing at first I got wait 14 days if it don't come I will esculate without it.

[TJ]

@Sniffmedog Have they advised what the charge is for? Is it an upfront cost for the phone? Is it a pro-rata bill?

So we can take a look into this for you, I've sent you a private message with details on how to get in touch. Please complete the form and a member of the team will be in contact to investigate.