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Pay as you go

Bill text messages received.

stevex
4: Newbie

Every month I get a text message from Vodafone to my PAYG number with details of a bill that is not mine. I received one this morning which starts "Hello. Your bill for this month comes to GBP9.50 and is due on 10/3/2019". There are no details in the text about who this bill is for. How do I stop receiving these?

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14 REPLIES 14
BandOfBrothers
17: Community Champion

Either phone support on 191 or use Live Chat and they'll take a look at this.

Also the Vodafone Social Media Teams here can access accounts if you wish to wait for them to catch up.

The other persons email address maybe very similar to yours hence the error. 

As there are no customer details in the message its going to be near impossible to trace however. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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Blair
Moderator (Retired)

Hey @stevex, we can definitely sort this, but we'll need to do a bit of digging to find out what account they’re coming from first.

 

As we’ll need to check your own account too, please either contact us in the ways mentioned by @BandOfBrothers, or alternatively follow the instructions on this private message

 

Blair

 

 

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Callbee
2: Seeker

Hi did this ever get resolved as I have been receiving same messages for months now. I have complained about this and it's now being looked into. However it's taking a long time to be resolved. I was also told that this was something they had not come across in past. I did mention your post to show that this has not just happened to myself.

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Maya80
3: Seeker

I have also just received the exact same text message and I'm on pay as you go as well. 

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Mark
Moderator

Hey @Maya80 👋 As we'll need access to your account to look into this, pop us a message though one of our social channels and we'll be more than happy to help 😊

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scott2100
2: Seeker

Im another who has got one of these.

The text follows the same message chain as the rest from vodaphone (same one as I got an activation email from).

This was asking for £44 and I've wasted the day with is this and up till 2am last night on live chat (by the way the email this conversation doesnt work, Ive tried it on 2 separate occasions! and have resulted to taking a few screenshots with my phone verifying I had an earlier conversion which could be forwarded to me under GDPR, but I digress)

Spent most of the day feeling sick and stressed!!!

Vodafone support who to be fair at midnight were quite helpful, well first lady was. could see no charges on my account for £44. My balance sits at zero as Ive just finished BVB1 and am now to scared to use the phone again.

I thought the whole point of PAYG was you couldnt go over anything in your account. texts/calls/data would just stop working? can someone confirm please?

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Callbee
2: Seeker

I managed to get my resolved and no longer receive these messages. I sent email to customer service and they were very helpful. They called me to resolve the issue. They also called me few times after to check I no longer received these messages. Hope this helps. I do still worry as they did not understand why. I had to go through fraud team as well so did concern me. However like I said no longer receive these messages. So whatever they done has worked. Don't think it's affected my credit score. Just strange how they could not tell my why this was happening but once reported it it then stopped

 

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Farai
Moderator

Hey @scott2100, I'm sorry to hear that you've been getting bill texts from an account that isn't yours. You are also correct about Pay as you go accounts, these don't produce bills as the service is pre-paid. The likely cause of the messages you've been getting might be that your contact is similar to one that was set up as a bill contact on a separate account. 
We'd need to investigate which account is linked to these massages before we can make the necessary adjustments. So we can help you look into this, please drop us a message here with some screenshots of the messages you've been getting. 

@Callbee This will likely have been the reason you also received bill notifications.

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scott2100
2: Seeker

Thanks for reply.

 

I've already started the complaints process and am speaking to someone on facebook messenger too.

After seeing a few people post this, I genuinely think its 'fat fingers' somewhere and they have sent it to the wrong person. (Im not sure where the email bit you refer too is as it's sent it to my phone likely by text message?). Possibly due to the fact vodafone and 'asdas' vodafone have a similar 'block' of numbers? - feasible??

 

Bottom line is am I good to reinsert my new asda sim (vodafone not EE's) back into my vodafone locked handset and stop worrying now? At the moment I dont want to use either sim for worry of racking up unexplained charges and its causing massive stress!

 

 

 

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Evie
Moderator

Our teams on social media will be able to help get this resolved for you @scott2100, I understand that it must be worrying.

In regards to your SIM card, a Vodafone SIM will work in a device that is locked to the Vodafone network 😊 If you are on Pay as you Go you won't incur 'bill shock' since prepaid services don't produce bills. Out of bundle charges will come out of any top-up credit on the account. For more information of Pay as you Go out of bundle charges please see here

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Callbee
2: Seeker

Although I no longer receive these messages. I was told my number may have been similar to someone else. I'm also on PAYG. I was told they didn't understand why I was receiving these messages. I sent screen shoots of 3 different months that I received the bill message. Like I said before Vodafone were very helpful and constantly stayed in contact with me when reported over email. Still to this day I was never given answer as to why this happened. But it stopped once it was looked into. So they must have known what was happening or put some stop on my account. I don't think it's affect my credit score as I have looked into this. Now you have reported this you should have this resolved quickly as they were very helpful 

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Callbee
2: Seeker

Also did you ever try order a new sim or monthly contract? I did in past but was not accepted. I think it may have something to do with that. Please feel free to message me as I can help if needed. Like I have said in pass messages my issue has now been resolved. Just wish I was given reason as to why. 

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scott2100
2: Seeker

Thanks Calibee

No this is the only ever SIM from them and I bought it as part of the deal in argos. Never had a contract with them.

We started my complaint (so they cant say I never looked into this or they were trying to contact me) with Vodafone 2 days ago and so far theyve not bothered doing anything. Although I also raised it on their facebook channel and they did try quite hard but in the end couldnt find anything and told me told me not to worry as they couldnt trace anything.

I think its a case of unlucky 'fat fingers' somewhere and I have a similar number on an ASDA block of similar mobile numbers.

 

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scott2100
2: Seeker

so it appears that vodafone reissued this number to asda (now on vodafone network) after the number was disconnected a few years ago and is connected to another persons contract account.

 

If they are reusing number blocks (and they assured me they couldnt find that number then did) that they then give to ASDA this may be the same issue if it happens to you.

 

Poor sanitation processes (and I really do understand them recycling dead numbers) has given me a lot unrequired stress.

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