Chasing Refund I'm owed due to Vodafone error - Customer service useless, exhausting + dead end.

[WillJG]

Hi there,

Even as I write this I feel my blood pressure rising... I’m so fed up with explaining the issue I am experiencing to customer service agents who are just desperate to get me off the call.

On November the 26th I was overcharged on my bill due to an error with Vodafones online bill payment page. I noticed this error pretty much immediately and called the help line to bring attention to this to get it refunded. The person on the line said that wouldn’t be an issue and that the payment would be processed in the next 3-5 working days.

3-5 working days go by and I hear/receive nothing - I call the helpline to be told that it has been processed and I should contact my bank… Vodafone provided a a 6 digit reference number that Monzo pretty much laughed off saying that it was an internal reference number that was useless to track a transaction.

This process has been repeated 7 times now - each time the customer service agent acts like they have fixed the issue and the money will be returned in 3 - 5 working days - I wait paitently and nothing arrives. Multiple times I’ve been told a customer agent will call and check in on me (MIRIUM) but they never do.

Vodafone have had my money for almost two months and I have no idea how to get it back off them. They refuse to provide me with the correct ARN number to reference the transaction and they purposely don’t provide and email correspondence you can use as proof of anything they say!

Even the online chat doesn’t provide chat logs when requested - I honestly think there’s malpractice happening here. The only written proof I have from Vodafone confirming this refund to be processed is multiple text messages - all of them have incorrect details and spelling mistakes.

I’ve been a customer with Vodafone since 2010 and I’ve not received an apology or even acknowledgement of the original error… I’ve had agents lie, misdirect and be just downright rude. This is on top of an overcharged insurance issue they texted me about two months prior.

I’m lost for words and exhausted - £117 is a lot of money to me.. especially over the holidays and its insignificant to a company like Vodafone. 

I’m on the verge of giving up and I feel like thats exactly what they want. 

[WillJG]

Hello - do you have a postal address or email I could use to contact customer service?

[Amanda]

The quickest way to get in touch would be using the details that Mark has provided above @WillJG - we'd love to help and we can do that securely via Facebook or Twitter. 

We don't have an email address for customer services and they're not able to deal with account issues via letter. 

[WillJG]

Exact same issue via social! How can this be?

Theres something really wrong at Vodafone - everyone is saying its possible to refund this transaction but every single time nothing happens. Its almost like no one knows how to do it!

Im having to take legal action due to the gross negligence displayed here. It feels so disappointing as a customer since 2010. Customer service won't even give you an address - to write a legal letter to!

[WillJG]

Theres a serious level of incompetence at Vodafone and I am unsure how I will ever get this money back - 8th try...

[WillJG]

The advisor panicked and dropped the chat... still waiting for the transcript to be sent through - I haven't received a single one over multiple attempts to multiple addresses.

[chloehunt]

We have had the same issue they say they will refund but we have had nothing the only thing you can do is go to offcom . You will be able to get more money from them . Vodafone are a joke they take advantage of people . They are quick to take the money but they don't like to give it back . 

[Gemma]

@chloehunt - It's not good that your experiences made you feel this way about us. I'd like us to look at what's happening with your refund. We'll just need to take your account details securely first. 

Please get in touch with my team through Social Media.