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Pay as you go

Top up problems - error after paying

Veit
2: Seeker

Top up problems error after paying

I`ve made top up on the site from client page and get such a error.

As a result my balance still 0, but on bank account operation completed (minus 5 pounds)

Could you connect me to technical specialist?

I will provide all info about transaction.

 

Thanks in advince.

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25 REPLIES 25
Colleen
Moderator

@Veit I'm sorry to see you've had problems with your top-up. I'll need to take a closer look into what may have caused this. So I can help you further, please get in touch using the details I've sent you in a private message.

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jegorik
2: Seeker

I have a same problem. Any solution?

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Veit
2: Seeker

Not yet for now.

 

I have email confersation with vodafone helpdesk, but the investigation still is in progress.

 

This operation on my card is in "reserved" status, so there is a chance that in 2 weeks money could be unblocked and returned. In several days we`ll see the result.

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Mark
Moderator

I'm sorry to hear you're having difficulty when topping up @jegorik. As we'll need access to your account to help with this, please get in touch by following the instructions in this private message.

We'll stay in contact with you until everything's been sorted @Veit. I'm sorry for any inconvenience this has caused.

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Veit
2: Seeker

Finally money unblocked after 14 days.

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valentin
2: Seeker

Hi,

I have the same problem. My first payment was on 10th April, and the second one was 10 minutes ago. You can check the screenshots I added. 

Thank you. 

 

WhatsApp Image 2019-04-15 at 20.09.18.jpegWhatsApp Image 2019-04-15 at 20.11.03.jpeg

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Mark
Moderator

That's strange @valentin, I'm sorry there's been a problem with your top ups. As we'll need access to your account to look into this, please contact us by following the instructions in this private message and we'll be in touch.

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_Joey
2: Seeker

I do have the same problem :Sad_face:

 

The 1st week I was with Vodafone, I attempted an additional top-up with my CC (April 08) of £50, which did not go through - the error was aowmsomet related to not being allowed to top-up more than £30 the 1st week .

 

I ignored, as the card atatement showed the payment as "pending". 

 

I am now surprised to see the £50 were charged from my CC 2 days later, April 10, but never credited.  

 

Card issuer says I need to contact Vodafone for correction or chargeback - pls help!

 

A top-up of £40 through PaypPa shortly after, was credited without any problems..

 

Thanks indeed.

 

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TJ
Administrator
Administrator

I'm really sorry to hear about the trouble you've had with this Top up @_Joey - apologies for any inconvenience this has caused. 

So I can take a closer look into this for you, I've sent you a private message with details on how to get in touch; as I'll need to access your account securely to help you further. 

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MimiV19
2: Seeker

I just experienced the same thing. I thought I was doing myself good by toping up online before my trip. However I got an error message and was charged £15 by my bank. Vodafone didnt give me value for the money nor did a get proof for not recieving value. Been unable to get to anyone in vodafone and my bank would do nothing until I provide proof!

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MimiV19
2: Seeker

I tried toping up my pay go line today and got an error message. however , was debited by my bank without recieving value. It is extremely difficult getting anyone in vodafone to look into this and most importantly give proof of decline so I can lay claims to my funds. 

 

Definitely not going to top up online again if indeed it's this stressful!

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BandOfBrothers
17: Community Champion

I think what you may find is that the money has been gated off in your account by your bank awaiting for Vodafone to claim the funds.

 

If the is has failed then Vodafone wont claim the funds and the money will be un gated in around 7 working days.

 

Your Bank can confirm thi

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ryszkusz
2: Seeker

I have exactly the same problem!

Money was taken from my bank account, but the top up didn't go through.

What should I do now?

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Loz
Moderator
Moderator

@ryszkusz It's disappointing to hear you're experiencing issues with your top-up, even though the money's been taken from your bank account. So we can get this looked into, please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK. Please remember to include the link to this thread, along with your username. 

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ryszkusz
2: Seeker

I had the same problem again!

This is a bit infuriating since people on Facebok aren't really helping this time.

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dgracio
2: Seeker

I had the same problem  on Sep 2. Top up with 10£, and the same screen error was displayed. Then, when I checked my credit card bill, the value was charged. Please, could anyone help me? Thanks!

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Loz
Moderator
Moderator

Hey @dgracio, oh no, I'd love the opportunity to help with this! As part of our customer promise, we want to get all of your concerns addressed immediately! So we can get your account looked into straight away, please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK. Don't forget to include the link to this thread, along with your username.

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Kangseok
2: Seeker

i'm having same pro blem. i paid 20pounds for twice(total of 40 pounds) at 11-09 between2-3pm, but after calling to 2345, they are saying that there's no credit. Could you help me?

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AnnS
17: Community Champion

Hi @Kangseok 

 

As has been mentioned previously, there will be a delay in adding the credit.  If the credit is not on your account by tomorrow morning, contact Vodafone through the Customer Service channel or return to the forum.

 

When you look at your bank account online you will see two balances, your available and pending balance, Vodafone won't claim the money until they give the credit.  

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