Vodafone big problems - what do i do?

Widelats

Problem with customer services and extra charges applied, after a lot of emails and phone calls i am at the end of my patience with them, this is the latest installment in a long line of emails:

Hello XXXXXXX,
Thank you for contacting Vodafone regarding your query.
I certainly understand your concern however please note that the charges that we applied in your July bill for Vodafone Cover Me Insurance has already been credited in your account.
I can see that we have charged you £6.99 for Vodafone Cover Me Insurance in July bill and we credited £8.40 (incl VAT) in your account for Vodafone Cover Me insurance hence your bill came £13.23 from £21.63.
In your last invoice you have been charged £8.33 for Line rental and in that bill we again credited £5.86 for Insurance.
Hence your bill came out to be £17.36 in final bill including the overdue amount of £13.23 from your last bill and so we have credited all the charges for Insurance however there are only charges for line rental.
I recommend you to directly speak with Collections team and make the payment. Please contact them on +44 08700 725 625 from 8:00 - 20:00.
I trust the above information is helpful.


Regards,

Akash Jain
Vodafone customer services

So i sent them this:


No, i am receiving no service whatsoever, the line rental is not working see? So you are charging me for a service that you are not and have not provided.

My bill is £13.23, no other payments will be authorised to Vodafone, as you have denied me a service for around a month now, i have had to buy a pay and go phone.

All this mess has come from you charging for insurance when you were not authorised.

My bank denied you any payments as you went over the £13.23 bill, no other monies were due to you, this is Vodafones own fault that you were not paid.

I recieved a phone call from collections who told me that a direct debit will be set up again and that all the extra charges would be dropped, i said fine i will pay the bill as soon as i am debited. The very next day my service was cut off, therefore i can not call your collections department from this phone, see?

I went to the Vodafone store in Edinburgh and again spoke to collections from the store, i was informed that insurance is necessary and that is why i was charged, this is lies as insurance is optional, i will not be going into Edinburgh again to Vodafone shop just to be told lies and the reason i was told my service was cut off is "To make sure you don't go over the calls and texts you are allocated as part of your contract" however, i had 85 minutes of call time left as well as around 480 texts.

No service is being supplied, i am not renting any lines from you, i have only my pay and go phone now.

Despite around 15 emails explaining the situation, no management have bothered to look at this, therefore i can not authorise any more payments to Vodafone,the £13.23 due will be paid in 1 week time, after that i will owe nothing.

If you can not come to a real alternative from this explanation, and remove any extra costs like this line rental etc, then no more monies will be paid to Vodafone.

I have tried and tried to sort this out, i will ask you again to pass this onto management, not customer services, if you fail in my request then it is again your own fault and no more actions will be taken by me to sort this out.

Thanks.

MissKeith

Why don't you explain the situation from the beginning? It's difficult to give any kind of worthwhile advice with such little information.

Guys_Dad

MissKeith wrote: »

Why don't you explain the situation from the beginning? It's difficult to give any kind of worthwhile advice with such little information.

.........................agreed.

grumbler

I think I can explain it.

• Vodafone made a billing error and tried to charge a bigger amount than expected by the DD.
• The DD was bounced because of insufficient balance.
• Instead of correcting the error Vodafone just made things worse (typical for them) by cutting the line off.
• Quite rightly the OP refuses to pay the line rental because it was not the OP's fault.
• After this the situation just spiralled out of control - very typical again.
• Now they just keep giving the OP run-around because the people the OP keeps dealing with are incompetent, don't know what to do, but don't want to admit this and to escalate the problem to a higher level.

Correct?

OneADay

grumbler wrote: »

Correct?

Maybe, maybe not - it looks like a case of someone not knowing they had insurance cover and getting charged for it but direct debit bouncing with not enough money in account.

carrieparkinson

hi im one of vodafones collections advisors.... i get the basic jist of what you're trying to get across, however i need to know a little more information..... can you expand on your post a little more please? or if you would like to discuss with me by calling , id be happy to help. failing that, Lee or Heidi may be able to help on here.

Vodafone

Widelats wrote: »

Problem with customer services and extra charges applied, after a lot of emails and phone calls i am at the end of my patience with them, this is the latest installment in a long line of emails:

Hello XXXXXXX,
Thank you for contacting Vodafone regarding your query.
I certainly understand your concern however please note that the charges that we applied in your July bill for Vodafone Cover Me Insurance has already been credited in your account.
I can see that we have charged you £6.99 for Vodafone Cover Me Insurance in July bill and we credited £8.40 (incl VAT) in your account for Vodafone Cover Me insurance hence your bill came £13.23 from £21.63.
In your last invoice you have been charged £8.33 for Line rental and in that bill we again credited £5.86 for Insurance.
Hence your bill came out to be £17.36 in final bill including the overdue amount of £13.23 from your last bill and so we have credited all the charges for Insurance however there are only charges for line rental.
I recommend you to directly speak with Collections team and make the payment. Please contact them on +44 08700 725 625 from 8:00 - 20:00.
I trust the above information is helpful.


Regards,

Akash Jain
Vodafone customer services

So i sent them this:


No, i am receiving no service whatsoever, the line rental is not working see? So you are charging me for a service that you are not and have not provided.

My bill is £13.23, no other payments will be authorised to Vodafone, as you have denied me a service for around a month now, i have had to buy a pay and go phone.

All this mess has come from you charging for insurance when you were not authorised.

My bank denied you any payments as you went over the £13.23 bill, no other monies were due to you, this is Vodafones own fault that you were not paid.

I recieved a phone call from collections who told me that a direct debit will be set up again and that all the extra charges would be dropped, i said fine i will pay the bill as soon as i am debited. The very next day my service was cut off, therefore i can not call your collections department from this phone, see?

I went to the Vodafone store in Edinburgh and again spoke to collections from the store, i was informed that insurance is necessary and that is why i was charged, this is lies as insurance is optional, i will not be going into Edinburgh again to Vodafone shop just to be told lies and the reason i was told my service was cut off is "To make sure you don't go over the calls and texts you are allocated as part of your contract" however, i had 85 minutes of call time left as well as around 480 texts.

No service is being supplied, i am not renting any lines from you, i have only my pay and go phone now.

Despite around 15 emails explaining the situation, no management have bothered to look at this, therefore i can not authorise any more payments to Vodafone,the £13.23 due will be paid in 1 week time, after that i will owe nothing.

If you can not come to a real alternative from this explanation, and remove any extra costs like this line rental etc, then no more monies will be paid to Vodafone.

I have tried and tried to sort this out, i will ask you again to pass this onto management, not customer services, if you fail in my request then it is again your own fault and no more actions will be taken by me to sort this out.

Thanks.

Hi Widelats,

I'm sorry to see that your concerns have yet to be resolved dispite the level of contact you've previously made with us.

In order for me to assist you further could you either email your details via the contact information in our profile page here or update the thread with the email reference number from your previous contact?

Should you email us directly could you mark it for my attention and I'll get back to you as soon as possible?

carrieparkinson wrote: »

hi im one of vodafones collections advisors.... i get the basic jist of what you're trying to get across, however i need to know a little more information..... can you expand on your post a little more please? or if you would like to discuss with me by calling , id be happy to help. failing that, Lee or Heidi may be able to help on here.

Hi Carrie,

Thanks for offering to help out here.

I'll email you later today with some additional guidance about our role on MSE.

Best wishes to you both.

Lee

Web Relations Team

Vodafone UK