@vodafoneuk vodafone debt - unknown contract from 21/12/13 #9037202

[halzar]

Hi,

 

I decided to get control of my finances and found many issues,

 

 

this one is with Vodafone,

 

 

my bill has become very high

 

 

I rang and asked for a breakdown

to find that my phone(ok) my 13 year old phone (ok)

and sim for ipad (ok)

but also £48.50 PCM for another phone,

which they told me I had signed a new contract on 21/12/13 for unlimited text, calls and data.

 

 

I checked and checked but I didn't know anything,

and kept ringing back and being told I had signed,

 

 

finally I asked for the number and what usage it had,

after having never been used,

they looked deeper and the customer services man on the phone finally and casually says

"hold on, no you're right it was never sent out a

nd yes it's a glitch at our end"

 

 

I demanded all the monies be refunded immediately as I was overdrawn,

he actually said

"you can only get refunded up to 6 months as you have left it so late"

this was 8/11/14,

 

 

I demanded to speak to a manager

he did everything to stop this

telling me he could deal with it

eventually after being put on hold for an hour

he put me through to upgrades!!!

 

A lot more has gone on and I have a case number etc.

 

 

I have been to stores and rang too many times to mention,

the manager tried ringing on 12,11,14 at 8am and 10am,

I returned the call but was told she would keep trying

I have never managed to speak to a manager.

 

My question is

 

 

I have now passed this on to the ombudsman,

do I need to do anything else and

should I seek anything else other than my own money back?

 

 

they are still taking the money out i.e. 01/01/15 £48.50 for this phone I have never had.

 

 

Kind regards

[dx100uk]

We here at CAg have a very successful VodaFone Rep operating here

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We advise you to follow this method to alert them to your thread:

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If you'd like any help from Lee, email your details via the Contact us form here (https://help.vodafone.co.uk/system/selfservice.controller?CMD=ESCALATION_REQUEST&PARTITION_ID=1&CONFIGURATION=1000&COUNTRY=us&LANGUAGE=en)

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Once sent, you'll receive an automated reply with a reference number. Post back with this

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[halzar]

done that.

 

 

reply #9037202

[silverfox1961]

Hi.

In the meantime, get on to your bank and get them to use the direct debit guarantee to refund you. I'm not sure how far back they will go in refunding you then each time VF try to take the next direct debit and it is the wrong amount, invoke the guarantee again.

 

Ideally, what you need is for VF to state in a letter or email that they will not take any money from you except your original amount.

[halzar]

I will try that, thanks

 

I really don't understand the delay, over 8 weeks ago it's on their notes that it was their mistake, yet the only contact is when I ring them!!

 

So so frustrating, I've been with them for over 15 years

[halzar]

We don’t use this email address anymore, so our advisers won’t get your message. Don’t worry, you can chat to an adviser online instead – they’re available 24 hours a day, 7 days a week.

 

 

 

 

----- ian Wrote -----

Please select: Monthly

Title: Mr

First name: ***

Last name: *********

Email: *************

Mobile number: ***********

Alternate contact number:

Date of birth: ***********

Payment method: Direct debit

First line of address: **************

Postcode: ***********

Phone make and model: no idea it was never sent

Topic: 0

Message:

I still have £48.50 stolen from my account by you each month, even after endless attempts to get it dealt with, I have now sent my case number and ref. number to the ombudsman.

I have spent hours on hold etc. even after your people realised it was all your fault back on the 08/11/14 you keep taken money out of my bank account, in which I am overdrawn again, but if I stop it my credit rating will be affected, I have ran around and lost numerous hours of work time and got very stressed out, so no more!!!!!

It is being dealt by Dina SADEK, case number CS00014124977 and Ref. 413382186

 

2015-01-03 18:15:36 GMT : Escalated : Contact Us

2015-01-03 18:26:34 GMT : Shown : Suggested articles

[halzar]

And guess what their 24hrs 7 days a week online chat..... Is unavailable at the moment????

[Lee Vodafone Company Rep]

Hi halzar,

 

Thanks for your time yesterday.

 

As promised, I'll get back to you as soon as possible.

 

Kind regards,

 

Lee

 

Social Media Comms

 

Vodafone UK

[halzar]

So just to update, it went to the ombudsman, who completely backed my position and told vodafone they had to do a full refund and pay me extra for my troubles etc. not as much as I wanted but just sick and tired of it all so I accepted. Vodafone were given 28 days to out everything right, and guess what!!! They couldn't do that right either so the ombudsman emailed me(they were keeping it open until paid) to say they were now taking it further!!!

VODAFONE you are a joke!

[silverfox1961]

So just to update, it went to the ombudsman, who completely backed my position and told vodafone they had to do a full refund and pay me extra for my troubles etc. not as much as I wanted but just sick and tired of it all so I accepted. Vodafone were given 28 days to out everything right, and guess what!!! They couldn't do that right either so the ombudsman emailed me(they were keeping it open until paid) to say they were now taking it further!!!

VODAFONE you are a joke!

 

Oops. Can't say I am surprised to be honest. They may not be the worst in customer services but I bet they are up near the top.

 

Vodafone, train your staff to adopt problems until resolution. If they won't, sack them!