billed for free minutes on vodafone

davesafc

Hi,

I decided today to upgrade my phone and looked at my previous bills to see how many minutes/texts I use each month when I seen I had been charged for all text messages even though my plan is 100 minutes and 50 texts free per month. I know I should of been checking my bills but I only look at the amount due. Ive had this contract for 14 month and can look back on 3 of those and all have been billed for all text messages. I just came off the phone with a man from pakistan who offered me an upgrade to a new handset when I told him about the texts, after explaining that I was about to do that online and that wasnt the issue I was ringing about, he checked my last bill and said he would put a refund on my account, I told him it goes back as far as I can view (Jan 2010) and he said he can only credit the account for the last 3 months, I asked to be put through to someone who can see back for the last 14 month but he once again offered to put me through to upgrades! after telling him numerous times I wasnt happy with only the last 3 months refunding I asked to speak to his manager and was told he would ring me back within 30 mins.

Do I have any chance of getting what I overpaid refunded? surely they have records for my account for longer than 3 months?

Guys_Dad

Yes - by law they must keep records for a lot longer than 3 months.

You need to put something in writing to them and you should assemble the facts and send them an email to their customer services. You can also get the Vodafone forum Rep involved too. Search through previous recent posts and you will see their forum membership name. Email them direct, just as they advised other members and do keep us posted on your success/failure.

One important message - you MUST put things in writing to get any results. Calls to Call Centres in Pakistan where they only seem to want to sell you things is not the way to success.

iwanttosave_2

It's not that they cannot view more than 3 months back, its more that they are only willing to credit you back 3 months worth because it is classed as your responsibility to check your bill is correct every month.

Vodafone

Hi davesafc

Realising you've been charged more than you should is not a pleasant experience.

I'd like to take a look at this to get you a solution so you can upgrade with peace of mind that your account is as it should be. If you send me an email from here with a link to your thread and your username I'll get back to you. Make sure you include the code WRT135 in the subject line so it comes straight to my team.

Speak to you soon

Kirsty
Web Relations Team
Vodafone UK

danny2324

The Supply of Goods and Services Act 1982 requires that services are provided with reasonable care and skill. Furthermore, the Unfair Contract Terms Act 1977 and Unfair Terms in Consumer Contracts Regulations 1999 state it is an offence to mislead consumers, and suppliers cannot restrict their liability by delegating responsibilities to consumers to indemnify them against any loss that that you incur through their negligence. They will have all 14 of your bills, with itemisation/breakdown of charges.

Annie._2

Its the same principle with all companies, if there is a mistake, they are only liable to refund the last three months charges.

Its down to the customer to check the billing itemisation and notify the company of any dispute.

maxipep

Hi davesafc
I've just posted a similar thread as yours re virgin mobile, they have done exactly the same to me, what I find annoying is that virgin don't want to offer an explanation as to why this keeps happening, makes you wonder wether they do it purposely