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Vodafone excess Bill inspite of world traveller £896.80 unresolved since November 2015


P_gupta01
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Vodafone Charged me extra in November £896.80 Invoice number: B3-124148244 after several calls and confirming 3 times that the £896.80 will be refunded and we should call back for getting this credited to our account.

 

We were asked to go the store to get the phone checked and the store in Greenock also confirmed that these charges were to be refunded. Every time we called back to claim the amount we were told the charges have been under investigation.

 

This chasing has now gone on for last 5 months and we are coming to a conclusion to write to Ombudsman and take this to small court claim. However, today i finally managed to speak to senior Manager Jodie who was patient and understood the situation but only offered GBP 200 as goodwill which I have refused as i firmly believe these charges were incurred due to system error of Vodafone. I have been promised several calls before but nothing happened.

 

Now to see if this one comes. I was given Call reference number 1-4F4YRHZ8 and amount in dispute is £896.80 These charges have been incurred in UAE and China which were both part of World Traveler.

 

This needs to be resolved with some common sense and money needs to be refunded immediately.

 

WRT135

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If you still need help with your account, email me via the Contact us form here.

 

To access the form you'll need to enter the code WRT135.

 

As well as stating your query in the question box, please also quote 'CAG Forum'.

 

Once sent, you'll receive an automated reply with a reference number. Post back with this so I can make sure I've got it.

 

Kind regards,

 

Lee

 

Social Media Operations

 

Vodafone UK

 

Thread moved to correct forum - no need for you to do anything, this is purely an administrative move. .

 

I notice you have added WRT135 to the bottom of your post - this is not a Vodafone reference - you will need to click on the link in the quoted post above and enter the code WRT135 to obtain a Reference number that Vodafone provides for CAG members. You will be emailed the reference, which you will need to post here in your thread.

 

Meanwhile, you might want to have a look round other threads who are having problems with VF.

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PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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:thumb:

 

 

I rather suspect the VF rep might not be around over the weekend, but hopefully other caggers will be able to help.

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Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Hi P_gupta

 

Welcome to CAG

 

In relation to the charges with Vodafone and the account, can we have some further information on it?

 

Was World Traveler supposed to be on there and it wasnt?

Had there been some confusion between the worldtraveler and eurotraveler service they offer?

 

Is the Vodafone Account under suspension at this point? Had you paid the amount in full?

 

Any more info is appreciated.

 

An immediate refund right now wont happen, however, with the proper care and due diligence that Lee uses, it could be resolved Relatively quickly.

Please remember to keep us posted on the issue.

 

We could do with some help from you.

 

Have we helped you ...?         Please Donate button to the Consumer Action Group

 

**Fko-Filee**

Receptaculum Ignis

 

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Hi P_gupta

 

Welcome to CAG

 

In relation to the charges with Vodafone and the account, can we have some further information on it?

 

Was World Traveler supposed to be on there and it wasnt?

Had there been some confusion between the worldtraveler and eurotraveler service they offer?

 

Is the Vodafone Account under suspension at this point? Had you paid the amount in full?

 

Any more info is appreciated.

 

The amount was taken off the account and has been paid as I have a direct debit. Account is not suspended. The world traveller was very much on and subscribed to, no confusion there at all.

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Also one to watch for, Vodafone do have an overseas limit to spending on as a setting on the SIM with their new online system (Which is terrible i might add for the CS side)

I would also check that this was enabled.

 

We could do with some help from you.

 

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**Fko-Filee**

Receptaculum Ignis

 

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Hi,

You say you have been chasing this for the last 5 months. Please be aware that you have 6 months to complain to the Ombudsman so I would get your complaint in as soon as possible.

 

If you decide to use the Ombudsman, you must let them complete the investigation before even thinking of court action. If you choose court action whilst the Ombudsman investigation is ongoing, they must cease the investigation.

 

This is just another example of Vodafones incompetence and I would move as soon as possible. Once this company gets its act together, I may change my opinion but in all honesty, I can't see that happening as once they have your money, they don't care.

 

I would also investigate the option of VF breaching their own terms and conditions allowing you to move away without penalty.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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FYI, Many of our clients use Vodafone and ALL have had problems with world / euro traveler. You often need to reply to an automatic text message which arrives as soon as you switch your phone on to enable it. In our case, this didn't work and so our clients often end up with huge bills then spend weeks fighting it. Vodafone needs to sort this out.

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Hi P_gupta01,

 

Thanks for making me aware of this.

 

I've got your email and I'll get back to you as soon as possible.

 

Kind regards,

 

Lee

 

Social Media Operations

 

Vodafone UK

I got a message for a phone call today but I saw it after as I was on another call. The number also came up as fraud on my phone so I wasn't sure. Issue still unresolved
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FYI, Many of our clients use Vodafone and ALL have had problems with world / euro traveler. You often need to reply to an automatic text message which arrives as soon as you switch your phone on to enable it. In our case, this didn't work and so our clients often end up with huge bills then spend weeks fighting it. Vodafone needs to sort this out.

 

Last year with Vodafone was total chaos

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Keep on at lee to get this resolved

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Dear Lee

 

I am not begging Vodafone here for any goodwill discount. This bill is wrongly charged and I have enough proofs of that. I can't stay with Vodafone if this is not done and will take this to court if these charges are not refunded.

 

I have been confirmed on 3 occasions that these were a mistake and will be refunded in full including at the local shop.

 

This is not done.

 

Poonam

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issue has not been resolved. i have been offered again a £200 goodwill discount which I have refused as i am not begging them for a goodwill discount this bill was wrongly charged.

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You have come up against the Vodafone brick wall. Even though they have said it was a mistake, they won't resolve it to your satisfaction, only theirs

 

I would demand a deadlock letter from VF so that you can go to the Ombudsman (if you wish to go that way) If you haven't done so yet. send VF a SAR to get the account history.

 

If you have the admission that this is a mistake in writing (live chat) then you could issue a Letter Before Action giving them 14 days to rectify and if they fail, take them to court. While complicated. the small claims court is easier for the layman to navigate than any other track. Please don't follow this if you are not going to follow through as it will make you appear silly and lets VF carry on with their poor practices.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Dear Lee

 

I am not begging Vodafone here for any goodwill discount. This bill is wrongly charged and I have enough proofs of that. I can't stay with Vodafone if this is not done and will take this to court if these charges are not refunded.

 

I have been confirmed on 3 occasions that these were a mistake and will be refunded in full including at the local shop.

 

This is not done.

 

Poonam

 

Lee

 

All documents you have asked from me are already sent to your customer care team. The message copy and the ticket details. Can you check the records and also check that on 3 occasions your team including the local Vodafone shop have agreed that charges were incorrect and will be refunded in full and gone back on that

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You have come up against the Vodafone brick wall. Even though they have said it was a mistake, they won't resolve it to your satisfaction, only theirs

 

I would demand a deadlock letter from VF so that you can go to the Ombudsman (if you wish to go that way) If you haven't done so yet. send VF a SAR to get the account history.

 

If you have the admission that this is a mistake in writing (live chat) then you could issue a Letter Before Action giving them 14 days to rectify and if they fail, take them to court. While complicated. the small claims court is easier for the layman to navigate than any other track. Please don't follow this if you are not going to follow through as it will make you appear silly and lets VF carry on with their poor practices.

 

Thank you got the advise I will surely look into this too. I have already written with all proof to the ombudsman

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