Grrrr Vodafone! Taken 2 payments from account!

cefo31

Hi Folks,

I'm in desperate need of some help.

On 30th August I paid a bill of £51.98. Then on the 1st September I realised they had taken two lots of £51.98 from my account. I was really upset because £20.00 was all I had left in my account and that was my baby son's child benefit money. So not only have they taken that but I am now over drawn on an account that doesn't have an overdraft (bank have been moody).

I spoke to a lady (Sarah) at Vodafone on Thursday who apologised and said she would put £52.44 on to my phone account and have £50.00 paid in to my bank account in 48hours.

I called today as money hadn't gone in, only to be told by another lady that the refund had never been requested and that it could take a further 7-10 days to get my sons benefit money back!!!! I have demanded a call back from a manager today and I have emailed the Customer Services Team and the CEO.

I am so stressed and really need my son's money back. I budget perfectly each month to ensure we have enough money to live on and now they have done this to me.

If anyone has any advice as to how I can get them to get a move on I would be really grateful. It has literally reduced me to tears this afternoon.


Thanx in Advance

DUTR

Confused,is the bill paid via DD? was the bill paid on the 31st from the 1st of august but paid late? The DD garuantee scheme should have the moneyback into your account immediately via the bank system, you need to clarify more.

cefo31

Hi

It was paid by debit card not DD. I paid it on the 30th of August but realised what they had done on the 1st Sept.

Can I still ask the bank to get it back? Will that take long?

Thank you for replying

DUTR

cefo31 wrote: »

Hi

It was paid by debit card not DD. I paid it on the 30th of August but realised what they had done on the 1st Sept.

Can I still ask the bank to get it back? Will that take long?

Thank you for replying

Yes you can get the bank to replace the duplicate payment which should be done immediately.

cefo31

Thank you so much for letting me know that. I've actually just come off the phone to a senior supervisor. I had a real moan about how they have let me down and that what they have done is illegal! I told her that I am more than happy to drag Vodafone to court over this matter.

She is now going to call the Refund Team and ask them to speed up the process and also send £72.45p to my account instead of just £50.00. I have asked her to email me with the outcome of the conversation with the Refund Team.

I have every intention of emailing a formal complaint because I do not like to think of other people going through this.

Its really sad that you have to threaten with court action and keep repeating words like illegal before they will give you back what they had no right to take in the first place.

Thank you very much for replying, I didn't know you could do that with the bank. :j

DUTR

cefo31 wrote: »

Thank you so much for letting me know that. I've actually just come off the phone to a senior supervisor. I had a real moan about how they have let me down and that what they have done is illegal! I told her that I am more than happy to drag Vodafone to court over this matter.

She is now going to call the Refund Team and ask them to speed up the process and also send £72.45p to my account instead of just £50.00. I have asked her to email me with the outcome of the conversation with the Refund Team.

I have every intention of emailing a formal complaint because I do not like to think of other people going through this.

Its really sad that you have to threaten with court action and keep repeating words like illegal before they will give you back what they had no right to take in the first place.

Thank you very much for replying, I didn't know you could do that with the bank. :j

I think you are going about it in not the most effecient way. If you have online banking then raise a payment dispute NOW! Otherwise pop into the branch 1st thing Monday morning and raise a dispute.

grumbler

Don't ever believe in anything Vodafone promise you over a phone. 99% of what they tell you will be lies.

Also, these stories about double refunds to both your Vodafone account and bank account make no sense to me. They always prefer making the refund to the mobile account instead of the bank.

As a side note, IMHO it's a madness to pay £52 p.m. for a mobile while being so stressed financially .

cefo31

My bill is only that high this month because we had a small family holiday and I sent a few to many pics of the baby back to family who were at home missing him and also went on the internet a bit, it soon mounts up. My car had a wobbly this wk as well. It all happens at once!!

I have just found out via facebook that I know a couple of people who are fairly high up in voda, they have said they will look at the credits to my phone account on Monday to make sure it has been done.

The customer service team are liars, I totally agree. They don't actually know what they are doing! They guess at things and make really stupid mistakes.