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

[P_gupta01]

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

Edited March 12, 2016 by citizenB
formatting

[citizenB]

 

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.

[P_gupta01]

Yes I have submitted the complaint and reference number is WRT135 [#12866216]

[citizenB]

 

 

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

[fkofilee]

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.

[P_gupta01]

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.

[fkofilee]

Okay thank you for the clarification. Itll also help Lee I would imagine

[fkofilee]

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.

[silverfox1961]

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.

[i hate bailiffs]

Just to add....

Check your credit file I expect you have a late payment marker or default!

[ericsbrother]

as you have paid you can sue for breach of contract if you dont get the matter resolved in the next month. If they dont defend go for a winding up oder for the company, that will wake them from their torpor

[P_gupta01]

i am waiting on a response. I also have a message from 1st June 2015 confirming both Dubai and China was a part of my world traveller package

[P_gupta01]

this is a good idea, thank you Ericsbrother

[Lee Vodafone Company Rep]

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

[JoeyJoeC]

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.

[P_gupta01]

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

[P_gupta01]

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

[P_gupta01]

This issue remains open and unresolved.

[martin2006]

Keep on at lee to get this resolved

[Lee Vodafone Company Rep]

Hi P_gupta01,

 

I'm aware that your complaint is currently being handled by our Customer Relations team.

 

Kind regards,

 

Lee

 

Social Media Operations

 

Vodafone UK

[P_gupta01]

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

[P_gupta01]

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.

[silverfox1961]

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.

[P_gupta01]

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

[P_gupta01]

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