Canceled Contract Legitimately - STILL BEING CHARGED

[James-Bowtine]

As a previous business customer, I'm surprised there are no community support options entitled 'Business'.

Anyway.

How on earth are you meant to get this shambles of a company to actually engage in any meaningful communication. There is no telephone support number that actually works successfully with the option set (again, flakey with 'business' - select business then the next option is 'do you need help with your home broadband or home mobile') which eventually leads to a dead line.

Despite numerous attempts over the abysmal Live Chat and guarantees that 'this is all sorted and your money will be refunded' we are still awaiting confirmation on the following:

• Canceled services in June
• Final bill in July which was obviously a lot lower as services were migrated
• AUGUST and SEPTEMBER - Vodafone continue to charge for canceled services

During early attempts to settle this, Vodafone 'PROMISED' to 'REFUND THE INCORRECTLY TAKEN FUNDS' and 'PERMANENTLY CLOSE THE ACCOUNT FULLY'.

And obviously, nothing.

A random text came by with this, on the 23rd of September: Comm ID 1-101WMX1LI

But who knows what that means.

[Janey]

Hi @James-Bowtine Thanks for taking the time to share your experience, it's a shame to see it hasn't been a smooth one. We'd be more than happy to get some clarity on your cancellation and refund for you. Please drop our social media team a message and we'll take a closer look. 

[James-Bowtine]

Thanks Janey, but I'm not engaging in social media to attempt a resolution to this.

You have the details above, if you could simply action the refund and cancelation via the code texted to me, that would be appreciated.

That code sent by Vodafone contains a link, I'm fairly sure, to our business name, full contact details etc. etc.

[James-Bowtine]

If I sound irate it's because I am. It is, I'm pretty sure, illegal to withdraw funds to a canceled and fully ported account. Especially 'after' multiple attempts to communicate this mistake, and having had the matter declared 'resolved' by Vodafone, with us to receive full cancelation details 'within 24-48 hours'.

Really, not good enough at all.

[Janey]

I completely understand your frustration @James-Bowtine and I'm sorry we've left you feeling this way. We not able to access your account on this platform so I can't action anything here, I'm afraid. If you do change your mind, our team are ready to assist.

[James-Bowtine]

Our Vodafone account number, with you, is as follows: # 7037682522

I think it's important to keep this thread public to help others in the future, we also need written evidence as this looks like it may need sending to the independent ombudsman.

I'm sure, in fact I'm certain, that you could quite easily pass that account number on to your team to investigate. It's really quite simple to find a resolution without suggesting to head to social media. I find that a very very odd way to deal with customers.

Alternatively, perhaps supply an actual phone number, for business, where a human will answer and not a computer that suggests initially to click for business, then to be told whether help is required for home broadband?

[James-Bowtine]

Are you a Vodafone Moderator? - are you a paid representative of Vodafone?

Our Vodafone account number is: 7037682522

Would it be possible to pass this to a team that could take a look, or suggest a phone number to obtain help, that doesn't lead to home options only, which ultimately leads to a dead-end or for someone to say that they cannot help because we are a business?

It's important to keep this thread public as it may help others in our situation, and it is also required by us as we will need written evidence for an independent appraisal by the ombudsman if no resolve is found.

[Janey]

I am one the Vodafone Community moderators, yes. But essentially, we form part of the wider social team, rest assured that our social media channels are now one of our regular and normal routes to our customer service teams - each colleague is trained to assist. This is a public platform so we'll always assist where we can, however we are limited when it comes accessing and discussing accounts.

If you'd prefer to speak to someone on the phone then the business team can be reached on 0808 239 2491. Alternatively, you can arrange 24 hour call back here.

[James-Bowtine]

If we call that number, someone will answer?

It's not going to multiple choice in an eternal loop?

I find it hard to accept that, having provided the account number above, you can't simply pass that on and ask someone to drop us a line.

What on earth is this support forum for? - obviously not support

[James-Bowtine]

OK Janey that line initially says that the call is being recorded, then goes silent for around 2 minutes, then hangs up.

Do you have any other suggestions? (no, we're not using social media).

Pretty awful this.