Vodafone have stolen £400 from me!

CaitlinsNanna

AvgGal wrote: »

Vodafone have taken over £400 out of my account in one almighty !!!!-up. I upgraded half way through the month & they had to charge me a month and a halfs rental on that for my next bill & when someone input all those details it sent the system into retard mode & charged me one and a half times for all the phones I have on the account (x 4) – they have credited my Vodafone account but they will not put it back into the bank account they took it from - I have screamed at them and no budging, had to give my kids bacon sarnies for their dinner last night _pale_:sad:

Am thinking about calling them back & threatening them with the police cos they can't surely take money out of my account that I don't actually owe them in error & refuse to credit it back to the same account?? I can't access the money in my Vodafone account so they may as well have stolen it! Help!

I'm in a similar situation & no matter how much I tried to explain my grievence with them they say that the charge is a legal one.
I purchased a new contract with Vodafone in Jan. I expected to pay more than the normal monthly payment on the first months bill as this is the norm when taking out a new contract. What I did not expect was to have to pay an extra 25 days on my 2 exsisting agreements, almost doubling my normal bill.
Upon discovering this I contacted Vodafone to pay the part of the bill that I believe I owed & this has left an outstanding amount on my account for the extra 25 days that they are charging for my exsisiting agreements.
They sent me to thier collection agency as threatened & disconnected all 3 account last Friday.
I called collections & explained the situation to them & the lady kindly reconnected them for 14 days whilst I'm awaiting a response from Vodafone Customer care, 'to date it's been customer don't care'.
I have requested they terminate the contract for my 2 older contracts under clause 11b of the agreement
They changed the agreement (billing cycle) to my significant disadvantage & I wrote to them within the month cancelling the contracts as stated.
They seem in no hurry to my reply.
I cannot see how it is legal on my exsisting pay monthly contracts.They changed without my permision from pay monthly to pay monthly plus 25 days!

Apologies for butting in on this thread but I would not be suprised if they told you it was legal as you upgraded one of your contracts.
Best of luck with trying to get your money back.

Shall I start a seperate thread for this issue in case it has happened to others?

grumbler

You probably have done your best trying to explain the things, but I don't understand anything.
What does "extra 25 days" mean in your story?

• "30 days" is just the minimum period of the contract. This has nothing to do with calendar or billing months.
• On all pay monthly contracts you have to give 30 days notice. After giving the notice you have to pay at least for 30 days.
• Purchasing a new contract doesn't affect the above.

CaitlinsNanna

grumbler wrote: »

You probably have done your best trying to explain the things, but I don't understand anything.
What does "extra 25 days" mean in your story?

• "30 days" is just the minimum period of the contract. This has nothing to do with calendar or billing months.
• On all pay monthly contracts you have to give 30 days notice. Aftey giving the notice you have to pay at least for 30 days.
• Purchasing a new contract doesn't affect the above.

Ooops sorry...
Obviously did not explain myself very well.
My usual billing cycle was from the 1-31 of the month & has been for the 18months that I've had an account with them.
Once this new phone ( a pressy for Hubby) was added the first months billing on it was for the 30 days plus an extra 25 days, hence the extra I was expecting to pay. They charged from the 1 of one month to the 24th of the following month, a total of around 55 days. That is not what I signed up for with my first 2 contracts.
They bundled the whole lot into this new cycle resulting in me being charged an extra 25 days on the exsisting 2 contracts.
I was expecting the acconts to all fall in line but for the new contract to fall in line with the old ones not the other way around.
Hope this makes more sense.

I

SpendlessKaren

I had a similar nitemare with Vodafone too. I paid my bill online and they took it twice, then passed it off as an internet error. I contacted my bank and they stopped a payment but vodafone still managed to take it twice.
It took me almost 4 weeks to get it back into my account, and the customer service was dreadful. You really have to keep on at them and demand a refund to your bank as it is their fault, not yours.
As soon as my contract is up I will be leaving vodafone, never to return.
Good luck

Vodafone

Hi CaitlinsNanna,

I’m disappointed to see the problems you’re facing and I understand the frustration you’ll be feeling.

If you’d like to email us via Web Relations Team we’ll be happy to look into this for you.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team).

Hi SpendlessKaren,

I’m sorry to see the problems you experienced with your payment and that this has resulted in you thinking about leaving.

If you wish to get in touch with us you can do so as detailed above and we’ll be happy to help further.

Best wishes,

Jenny
Web Relations Team
Vodafone UK

CaitlinsNanna

Thanks Jenny I have just done as you've asked & hopefully things will finally get sorted.

Vodafone_company_representative wrote: »

Hi CaitlinsNanna,

I’m disappointed to see the problems you’re facing and I understand the frustration you’ll be feeling.

If you’d like to email us via Web Relations Team we’ll be happy to look into this for you.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team).

Hi SpendlessKaren,

I’m sorry to see the problems you experienced with your payment and that this has resulted in you thinking about leaving.

If you wish to get in touch with us you can do so as detailed above and we’ll be happy to help further.

Best wishes,

Jenny
Web Relations Team
Vodafone UK

CaitlinsNanna

CaitlinsNanna wrote: »

Thanks Jenny I have just done as you've asked & hopefully things will finally get sorted.

Just had reply from the web team & they have solved nothing either. So my next step is otelo. I have tried getting Vodafone to understand that nowhere in the contracts on my first 2 accounts does it give them permission to change the billing cycle just because I was stupid enough to buy another product from them.
They seem to think I do not know why they have done it, I understand that perfectly but it does not make it right!:mad:
Watch out anyone adding another product to your Vodafone account as they may well change your billing cycle resulting in you being out of pocket.

DebsnMark

Hi send an email to vittorio.colao@vodafone.com, he is the CEO. Detail what has happened, someone will get back to very quickly. Good luck

CaitlinsNanna

DebsnMark wrote: »

Hi send an email to [EMAIL="vittorio.colao@vodafone.com"]vittorio.colao@vodafone.com[/EMAIL], he is the CEO. Detail what has happened, someone will get back to very quickly. Good luck

Which one of us is this intended for please?
How are you sure the the reply would be quick?

DebsnMark

It's for all of you who are having problems with Vodafone misselling and not getting responses to your complaints.

I used this route on Monday this week and by Tuesday night had a response from the directors office. By Thursday the dispute was resolved in my favour.:j