Worst Customer Service Ever

[Mary78]

Vodafone have started charging me for a temporary number they gave me while I waited for my old number to transfer over from O2. Transfer was back in April 2015 and they've only just started billing me so clearly a mistake. Two separate chat sessions with the online support agents plus a manager and have no resolution - have been given three different solutions but none of them have actually been actioned and I still don't have my money back. The first agent basically lied to me as he guaranteed me a refund and to cancel that number but the second agent said they don't have the authority to do that. Have to call back in 3 working days now. Have already wasted 2.5 hours on this. Will definitely be leaving Vodafone when my contract is up.

[BandOfBrothers]

Hello @Mary78

I'm not surprised your upset and frustrated over this. 

I'm sure Vodafone will return any funds taken in error but that in no way excuses them if an error took place. 

Vodafone Code of Practice

A person can also write. 

[AnnS]

Hi @Mary78

If you used the temporary number when you first started the contract, you would have been billed the pro ratered amount up to the date your number was ported from O2.

When your number was ported, this should have immediately terminated the number your were using in the interim.

This is going to take some unravelling by Customer Services or Live Chat, the advantage of using Live Chat is being able to keep a transcipt of the chat for your records. 

If you continue to have problems, please come back to the forum for one of the Team to take ownership.

[Mary78]

The temporary number was set up 18months ago and I have never been billed for it until last month! So clearly something has gone wrong.

I have the copies of the transcripts but no-one seems to be able to solve the problem for me.

[BandOfBrothers]

Ask the customer service frontline support agent to escalate this to 2nd tier support. 

[Retired-Sarah_A]

Hi @Mary78

I will send you a PM with further information on this. 

Thanks,

Sarah