Paying for 2 contracts without knowing

[TonyLonza]

My father is in his late 70's and not great with technology. He has been paying a monthly contract of over £20 pounds for some time but doesn't use his phone much and has a very old model. When he checked a recent bill he discovered he is paying for 2 numbers but has always used the same number. What's the best way to get this rectified and get a refund for the unused number?

[AnnS]

Hi @TonyLonza 

It sounds like your Father has somehow taken out an additional line, the extra number would have shown on his online account and in the unlikely event he had the application on the phone with it being an old model, he would have been able to see it there.

The number can be cancelled from here: Cancel Account 

There may even be some early termination charges and not sure about getting a refund but no harm asking, If you have full authority over the account for account access you can speak to the Social Team, with the Team being part of Customer Relations this is the same team you would contact through the Complaints channel  here: Contact Us .  There is also the live chat and 191 Customer Service channels.

Hope it is solved for your Father.

Edited to add: If you don't currently have full authority over the account just ask your Father to give his authorisation, you will then be in a good position to discuss the account with Vodafone.

[BandOfBrothers]

Hi @TonyLonza 

Your Dad as the account holder is going to need to make contact with customer services on 191 or Live Chat and they'll advise what the best course of action is.

There are several options such as giving 30 days notice to end the contract or ask for the contract to be moved to Payg which takes 30 days or ask Vodafone customer services for a Pac or stac and give that to another network using their payg option which means as soon as the new Network uses them the account ends straightaway. 

" Text INFO to 85075 and we'll text you back with the amount you need to pay, as well as what to do if you have other services with us.

It's going to depend on how the 2nd contract was opened in regards to if a refund is going to happen.

You can raise a complaint Here if you feel this needs higher Escalation. The Vodafone Social Media Team's do help in this department but I advise to create a paper trail this way.

complaints/code-of-practice. 

I wish you all the best with this.