Re: Temporarily turned off calls, text and data - Community home

1

Ask

2

Reply

3

Solution

Hello there,

On 9 March, I was on a call, and I didn't know what happened, but I was disconnected.

Then I received a text from Vodafone, and it said they would block my account if I didn't pay 50% of £190.95.

I thought that it was a scammer text; however, I then contacted Vodafone by chat and confirmed it was sent from them.

They said it happed because I did an international call (USA) and I exceed the limit.

I talked with a customer service advisor and then her manager, who said that I exceeded the limit of £150, and he offered me a discount of £40.

I refused because I was unhappy with it, and he said someone from Vodafone would contact me in the next three days.

I supposed the call I did was free of charge, and the USA company also confirmed it; anyway, it doesn't matter.

I have some questions on the matter. First of all, who placed the limit of £150?

I supposed it should be at 0 by default unless I authorise it or set a new limit, but I never did.

I checked my wife's provider (EE); it was set to zero, and so was my daughter’s (Virgin).

Second, I received a text where you offered me an international call offer at rates such as 1.5p a minute.

How is this possible? It seems like you are scamming me.

I would like someone to advise me on wether I need to contact someone like Ombudsman Services or Citizen Advice.

I am still waiting for a call from Vodafone and the amount is on the bill.

I always paid my bills on time, and to be honest, I cannot afford it because I was made redundant.

I am looking forward to hearing from you.

Kind regards,

Massimo

6 REPLIES 6

Hello there,

On 9 March, I was on a call, and I didn't know what happened, but I was disconnected.

Then I received a text from Vodafone, and it said they would block my account if I didn't pay 50% of £190.95.

I thought that it was a scammer text; however, I then contacted Vodafone by chat and confirmed it was sent from them.

They said it happed because I did an international call (USA) and I exceed the limit.

I talked with a customer service advisor and then her manager, who said that I exceeded the limit of £150, and he offered me a discount of £40.

I refused because I was unhappy with it, and he said someone from Vodafone would contact me in the next three days.

I supposed the call I did was free of charge, and the USA company also confirmed it; anyway, it doesn't matter.

I have some questions on the matter. First of all, who placed the limit of £150?

I supposed it should be at 0 by default unless I authorise it or set a new limit, but I never did.

I checked my wife's provider (EE); it was set to zero, and so was my daughter’s (Virgin).

Second, I received a text where you offered me an international call offer at rates such as 1.5p a minute.

How is this possible? It seems like you are scamming me.

I would like someone to advise me on wether I need to contact someone like Ombudsman Services or Citizen Advice.

I am still waiting for a call from Vodafone and the amount is on the bill.

I always paid my bills on time, and to be honest, I cannot afford it because I was made redundant.

I am looking forward to hearing from you.

Kind regards,

Massimo

The charges for calling abroad from the UK are readily available from the website, if you had checked the cost before making the call you would have noticed the charges were £3.00 per minute unless opted into an international saver.

Vodafone have a duty of care towards customers to prevent a large bill and debt and apply a credit limit to the account, by stopping any further charges they were looking after you as a customer. Vodafone have also been kind enough to offer a goodwill gesture refused by you.

To prevent large charges in further Vodafone offer Spend Manager here: Spend Manager

For problems paying the bill follow this link: What to do if you are unable to pay your bill

I don't think it was goodwill of gesture.

First of all, I thought that I couldn't make any paid calls.

As I said: I supposed that the call was free of charge, and also I don't understand why Vodafone set a limit of £150 without my consent.

Could you explain to me the goodwill of the gesture?

If the limit was set at £150 it means that it can only go up to £150, not over.

So, I don't see any offer of good willed gestures from Vodafone.

We are customer's here like you so cannot advise how and why Vodafone offer a Goodwill Gesture, and I appreciate your viewpoint on that, and what an account limit is set to and if and why that is breached.

We have no account access here and neither do the Social Media Team's.

I appreciate not everyone looks at their account Terms and Conditions or the Vodafone support pages about calling abroad but ultimately this is at the discretion of the person making the call I'm afraid.

This is why I suggested what I did in my reply to you to speak with Vodafone support.

Again I wish you all the best with this.

Current Phone >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

Thank you so much for your assistance.

I followed your advice and yesterday I contacted them.

They said that they will start investigating and be in touch shortly.

I appreciated your support.

Costs-and-charges/calling-abroad-from-the-uk.

As account access isn't available over the forum may I suggest you speak with the Vodafone Social Media Team's via Twitter or Facebook via Contact-us-for-account-specific-queries.

The other option is to await the promised call or use 0333 3040191 or Live Chat.

You can also raise a complaint via Complaints.

I wish you all the best with this.

Current Phone >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.