Vodafone charging me for 2 different accounts

[Lisabramley]

I ordered a new phone in September on line to collect from my local shop. I elected to keep the same number. On looking at my October and November invoices it seems that I am being charged 2 different contract amounts for 2 numbers, one of which has clearly never been in use. 

I have spoken via live chat who said that I must’ve received emails about it, and the extra sim that I ordered ( I didn’t). He referred it to fraud, who just messaged to say it wasn’t fraud, I apparently can’t cancel the contract that’s not in use as I will get charged and I haven’t been offered a refund. Where do I go from here? I’ve already been made overdrawn this month due to this error 😞😞

[BandOfBrothers]

Im in no way questioning your understanding on what's happened but we do see instances where a person has thought they are upgrading their current contract but have actually opened up a 2nd lime instead. 

Sometimes the independents such as CPW can do this too. 

Have they clarified to you how they know its not a case of fraud ?

Please check any spam email inboxes too just incase any Vodafone emails have dropped into there concerning the contract. 

I would also suggest ringing 191 Customer Services as they maybe able to help more than Live Chat can. 

Let the Team here catch up with your post and I'm sure they'll help you with this situation if they if they can. 

[hrym]

I agree with @BandOfBrothers, this is almost certainly a new connection rather than an upgrade.   You say "chose to keep my existing number" which wouldn't be something that would happen on an upgrade - you wouldn't be able to do anything else.  Which account does your old number attach to?   If it's the new one, it's been ported, otherwise not.

It should be posible to cancel the old account but, if it still has your number attached to it, make sure you port it first or you'll lose it.

[Alex]

@Lisabramley So we're able to assist you with your query, please contact us using the link in the private message I've sent 🙂