Urgent Help Needed with Billing Issue and Disconnection Threat

[tr3472]

I’m experiencing a persistent billing issue with my broadband. Despite my timely responses, I received a letter threatening disconnection due to alleged non-responsiveness, which is incorrect.

As someone who works from home, reliable internet is crucial. The stress from this situation is significant, and I believe it stems from Vodafone’s internal billing errors. According to the Consumer Rights Act 2015, I am entitled to receive services provided with reasonable care and skill, and it’s unreasonable to threaten disconnection over Vodafone’s fault.

I request immediate resolution of the billing issue and retraction of the disconnection threat. 

Whenever I call to have the matter resolved nothing appears to get fixed, no payment is taken and another letter requesting my action is sent.  However now I have the threat of disconnection over Christmas and New year.

How am i to get the disconnection threat lifted and get Vodafone to do their job correctly?

[Charlotte]

Hello, @tr3472. I hope you're well.

I appreciate how concerning it must be to receive notice that your service could be suspended, as we do appreciate the importance of being connected.

Please reach out to us on Social Media, so we can take a look into what's happening with your bills. 

[tr3472]

Hello,

I have already done this (X) and was told to call customer services or discuss in the chat.  I have very little confidence that calling  the number getting the right result as they have failed on a number of occasions - ticket raised nothing done and not monitored hence the need for a complaint and complaint reference so I can escalate to a 3rd party.  I attempted to use the chat however my details are not accepted as they haven't been for a long time and likely associated with the fact I cant be found and not payments are being taken.

Any other suggestions would be helpful thanks

[Charlotte]

I'm sorry to hear this, @tr3472. 

Unfortunately, with it being account specific, we're unable to look into this on this platform. Please reach out to Social Media again, and explain that you've been referred over from our forum.