Billing

[RachelCherry]

Hello,

can someone please help me I am at a loss of how to solve this situation.

vodafone are claiming my bill payment for last month didn’t go through, despite my receiving in person and in black and white paper copy confirmation from my bank that it did. I have spoke to many agents online, over phone and In store and have been assured that it was sorted. I have a text from speaking with an agent through chat that confirmed my bill was paid and that the late fee was removed. However Vodafone have added on last months bill to this months which is due soon. My bill has been paid and I am completely stuck with a way to solve this. Can I ask vodafone to speak with my bank or the other way around? Everyone is sending me in circles and it’s making me sick with stress. 

[BandOfBrothers]

I appreciate you've contacted many of the Vodafone Support Teams @RachelCherry 

Unfortunately account access isn't available via the Vodafone Community Forum. 

The Vodafone Social Media Teams via Facebook Messenger or Twitter DM can however via Contact-us-for-account-specific-queries. 

Maybe see if they can assist.

You can also raise a complaint via complaints/code-of-practice. 

I wish you all the best. Take care.  😎 

[AnnS]

I suspect what has happened here @RachelCherry is the payment was late being credited to your Vodafone account and the following months bill was produced before the amount had been credited.

Vodafone have now confirmed the payment was made and credited to your account and the late payment fee removed.   The online account and Application should update and show just the one payment due for next month.

Try calling the payment line on 56677, where you will receive automated readout for the amount owing and due for the following month. 

If you pay by direct debit, Vodafone will only collect the one payment for this months bill.

Drop the Social Team a message through social channels they will have all the necessary account access to get this confirmed for you.

[PayMCD]

If a Direct Debit is reversed / failed or vice versa and a new billing cycle is reached before the changes take place, the new bill will be generated using the current information - which is either Balance Forwarded or Paid.

With the migration to the new My Vodafone, even once your account is brought up-to-date, like in your case, it might not reflect in your account information. The Make a Payment system online might show the wrong outstanding balance. You can dial 191 for a balance check, which will have the latest information straight from the billing system - and if it is still incorrect, you can click here to contact Live Chat for further help.

As long as the bill is paid, your services should not be restricted and your account standing should be in good order. If it's been a few days, prompts may still show on My Vodafone about an overdue balance or text messages / emails, however these can be ignored and no further action is required in such case.