@vodafoneuk jockwav v Vodafone ** Vodafone ref ~##12192357**Refunded**

[jockwav]

Update - So it finally looks like I getting somewhere.

 

Got a call from Lee from Voda's Social Media Comms team and he followed up with an an email outlining the call. He's arranged for the refund and will confirm once it has been processed.

 

I also opened a case with resolver.co.uk and will keep the case and this thread updated with progress.

 

The resolver service looks like it could of been of help, had I found it earlier. The complaint was passed to Sarah Green, Complaints Manager and if not resolved within 14 days , would be escalated to Neil Blagden, Customer Service Director.

Resolver offer an app to record phone calls and also collate emails regarding the complaint.

 

Out of interest , and for my future reference, has anyone else used the resolver service? If so, was it useful in getting your complaint resolved?

Hi,just joined,i am in the same boat,going through hell trying to get my money refunded for an online PAYG phone i never got & trying to get my money back.

I am waiting on resolver with my case to see if they can help,at the end of our tether my wife & I are pensioners we need our £70 back.

[fkofilee]

Jock... Ive reported your post to the site team. Dont be alerted this is for your benefit...

A new thread will be created for you and we can assist. For now please follow the guide here;

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-APRIL-2015-**

 

And then post your ref back on the thread. Also if its not playing ball, open a chargeback request with your bank...

[jockwav]

Ok i have done that,i don,t think you can open a chargeback as i used my debit card not a credit card,am i correct.

[citizenB]

I think there is a process whereby you can ask your bank to reverse a payment made by debit card, not quite sure what it is though.. so will ask one of the other site team to look in on you.

 

Meanwhile you might want to follow the instructions in the link below - and when you receive the reference number from Vodafone, pop it here in your thread so that Lee, the CAG Vodafone rep will look in on you.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-APRIL-2015-**(2-Viewing)-nbsp

[jockwav]

I have followed the link

[maroondevo52]

I have followed the link

 

Do you have the reference number ?

[AndyOrch]

I think there is a process whereby you can ask your bank to reverse a payment made by debit card, not quite sure what it is though.. so will ask one of the other site team to look in on you.

 

 

http://news.bbc.co.uk/1/hi/programmes/working_lunch/7593369.stm

[jockwav]

Do you have the reference number ?

Never got one,unless my spam filter got rid of it.

There is nothing in my spam box,what now.

[jockwav]

Well i have a Mastercard debit card so i don,t think i am covered here,

[AndyOrch]

Mastercard's chargeback scheme

 

• The cover applies to Mastercard debit cards, prepaid cards and Maestro cards, and to purchases made on a Mastercard credit card which don't qualify for section 75 cover

 

• There is a minimum spend of £10 but no upper limit on spending

 

• There is a 120-day limit on claims which is "typically the expected delivery date of the goods or services not provided"

 

• Claims must be made to your bank, not to Mastercard

 

• The cover applies to transactions in the UK and overseas

[jockwav]

Mastercard's chargeback scheme

 

• The cover applies to Mastercard debit cards, prepaid cards and Maestro cards, and to purchases made on a Mastercard credit card which don't qualify for section 75 cover

 

• There is a minimum spend of £10 but no upper limit on spending

 

• There is a 120-day limit on claims which is "typically the expected delivery date of the goods or services not provided"

 

• Claims must be made to your bank, not to Mastercard

 

• The cover applies to transactions in the UK and overseas

So i should go & speak to my bank & see what they say.

[fkofilee]

Errrrrrrrrrrrrrrrrrrrrrr Yah!

[jockwav]

Thanks,i will phone them tomorrow to test the waters.

[jockwav]

So i spoke to my bank eventually getting through to someone,

 

 

i explained about chargeback on my mastercard debit card.

 

At first she reeled off oh no no that is only for credit card purchases, i explained where i found this information.

 

She said ok hold on &

 

 

i was put through to some one else &

 

 

she said she would go ahead & try this, the company ,VF then have 45 days to reply.

 

I said so how long before i hear anything from you as to what is happening, she said it maybe take about 2 weeks,so wait & see now.

Edited December 17, 2015 by jockwav

[AndyOrch]

[citizenB]

Never got one,unless my spam filter got rid of it.

There is nothing in my spam box,what now.

 

I suggest you follow the link again and keep an eye on your Spam/Junk box !

[jockwav]

I will hold off just now to see if i get an email about my refund.

[jockwav]

#12192357:-)

[citizenB]

Nice one, I have popped it in your thread title so Lee will see it

[jockwav]

I got a phone call from a customer relations guy,i have emailed him a bank statement to show proof of the payment coming out of our bank.

So things are moving along nicely i think anyway.

[citizenB]

[jockwav]

This store in Kilmarnock is the store that caused me all my problems with my new android phone i paid for on the vodafone site.

I paid for the phone 23/11 2015,went to the shop to pick up my new phone the next day,Donna a sales assistant who was dealing with me made a complete hash of verifying my debit card for proof of payment.

So she tried again & got it sorted,but for some reason on her pc she was having problems verifying my postcode,she was then asked by her manager (jools)to phone head office.

But to my surprise donna could not even work the mobile phone to do that simple task & her manager had to show her.

We came home & we spent hours on vodafone live chat & phoneline getting told to phone different numbers which we did,horrendous.

We were told to go back to the Kilmarnock shop the next day by one of the vodafone live chat assistants who had apparantly got it sorted out,but i said i just want my money back,but we went back to the Kilmarnock vodafone shop.

We walked in the door & there sitting at her pc was jools the store manager with our file sitting waiting for us,so she was all set to tell us things. She told us that as the order was showing as cancelled on her screen , she couldn't give it out. The manner in how she done this was atrocious and she had my wife almost in tears. She had brought us up to Kilmarnock, an appooximately 40 mile round journey to tell us something she could have said the afternoon before when we were on the telephone arranging a time to pick up our phone. Her manner beggars belief---she continually butts in and talks over you in a most arrogant way. She is always going to be right and the customer always wrong.

We got our phone from Argos---great customer service by the way---and thanks to the behaviour of this "manager" we went on to EE and will never deal with VODAFONE AGAIN.

I still have my old vodafone at the moment,PAYG so that i can keep in touch with the company about my refund.

Edited December 18, 2015 by jockwav

[jockwav]

I got another call this morning at 9.25am from VF accounts dept.,he went through the security questions & said that my refund will be sent through to our bank sometime after midnight tonight.

This may take 3-5 working days to show up in my account,but has given me a reference number,so i am feeling more happy now that it is going to happen.

I have also made a complaint about the Kilmarnock store where i was supposed to pick up my new phone who caused all these problems for me.

 

Also i went to argos & got the same phone i wanted & the staff there were really helpful,thank you argos.

[fkofilee]

Result! Happy for you.

[jockwav]

Well i will be happy when i actually see it in my bank account.