Vodafone - Reclaiming remaining credit on a deceased account (PAYG)

bleedingmascarax

Hi,

I am just asking a question regarding Vodafone's procedures regarding claiming money back from an account. My mum passed away last August leaving £136 of credit on her phone. After numerous phonecalls to Vodafone, they said I could claim the money back as long as I sent in her death certificate with a cover letter and I would be reimbursed via cheque.

However, today I have received a response from the letter that I sent to them stating that I cannot receive any credit via cheque/bank transfer but must transfer it to another Vodafone account. This poses a problem as everyone in my family has contracts on other providers, therefore no Vodafone account to transfer it to.

When I phoned customer services this morning, they told me the decision could not be overruled as it was Head Office that had sent me the letter and all I could do was write a letter back stating my circumstances.

Surely, because I've been told by the head of the deceased accounts department that I can receive the money back via cheque there is something they can do? I'm going to ring an Ombudsman on Monday regarding this matter, but was hoping someone on here may be able to shed some light for me.

Any help would be gratefully appreciated.

Sue x

khublaikhan

Not sure I can help - buts its an absolute disgrace. What did they say when you said you had no other Vodafone account? I would ring up head office and have a few harsh words with them.

Vodafone

Hi Sue,

I think I've picked this one up on CAG Forum earlier in the month and believe that this's in the process of being sorted out.

Thanks,

Lee

Web Relations Team

Vodafone UK