Constantly being overcharged

[Hereu]

I've had Vodafone landline and mobile for many years. I always have the landline "features" package which includes call divert.

I've been getting charged for diverted calls since my last new mobile contract. I've talked to agents and done online chat and although they always agree my bill isn't right and say they have fixed it, they can't seem to fix the issue for more than one bill.

I've had 11 bills out of 18 and I've contacted them around 7 or 8 times to try and fix this issue and I'm no further forward. Each time I contact them it takes around 1 hour to get through the process and they never seem interested in talking about refunding overcharges. I even tried twitter and they told me to contact by telephone.

I've had enough now and would like to talk with someone higher up or take it to a regulator if possible.

What would you advise?

[Jayach]

I've really no advice for you, but I do have a question.

Why are you still here?

[Hereu]

Hi Jaytech

I was hoping Voda would honor their agreement with me and fix the issue which seems reasonable.

My contract is 18 months so I guess I would have to buy my contract out unless I could prove they broke their agreement. (That would take time again)

It's a time thing, I don't see why I should spend hours trying to get them to do what they said they would do. You can only deal with people letting you down at your expense and time for so long.

This is why I want to take it higher if possible.

If anyone knows how I can get in touch with someone up the ladder that will make sure my issue is delt with I'd be very appriciative. 

[Jayach]

You could try raising a complaint.

Complaints Code of Practice | Vodafone UK