Vodafone catalogue of errors!

Skint_Catt

Please can anyone help me NOT lose the plot tonight?

Last Monday I spotted a fraudulant iPhone and £80 a month contract on my account (was checking my bill online). Reported it and they raised a fraud investigation and promised to 'freeze' the fraudulant number (someone had even accessed my account and changed my address to theirs before putting this order in).

Later that afternoon I found Voda had 'frozen' MY number instead of the fraudulant one. :mad:

Get it unfrozen the following day and they promise that they WON'T take the DD for the full amount of £145 (my usual bill is £25).

Last Friday they take the £145 which pushes me into my overdraft. Phoned them straight away and they take my card details to refund the entire amount.

Check my bank account today and they haven't refunded anything but taken my £25 again. :mad:

Honestly, what can I do to get my money back? I've got my PAC code to leave anyway, but I need this money as I'm a stay at home Mum living off my savings as it is!

Thanks, C xx

Guys_Dad

Skint_Catt wrote: »

Please can anyone help me NOT lose the plot tonight?

Last Monday I spotted a fraudulant iPhone and £80 a month contract on my account (was checking my bill online). Reported it and they raised a fraud investigation and promised to 'freeze' the fraudulant number (someone had even accessed my account and changed my address to theirs before putting this order in).

Later that afternoon I found Voda had 'frozen' MY number instead of the fraudulant one. :mad:

Get it unfrozen the following day and they promise that they WON'T take the DD for the full amount of £145 (my usual bill is £25).

Last Friday they take the £145 which pushes me into my overdraft. Phoned them straight away and they take my card details to refund the entire amount.

Check my bank account today and they haven't refunded anything but taken my £25 again. :mad:

Honestly, what can I do to get my money back? I've got my PAC code to leave anyway, but I need this money as I'm a stay at home Mum living off my savings as it is!

Thanks, C xx

The DD guarantee states clearly that they MUST credit you back immediately if they have made an error. Get on to your bank straight away. see http://www.bacs.co.uk/bacs/businesses/directdebit/collecting/pages/customersrights.aspx

Skint_Catt

Guys_Dad wrote: »

The DD guarantee states clearly that they MUST credit you back immediately if they have made an error. Get on to your bank straight away. see http://www.bacs.co.uk/bacs/businesses/directdebit/collecting/pages/customersrights.aspx

Thanks but phoning my bank, they say I have to go into my branch - I'm finding getting into town a bit difficult with a baby who's feeding every 1.5 hours and Christmas shoppers

chanz4

It may be an issue getting into town, but easier than dealing with voda

Skint_Catt

Yes, I'm finding that! 20 minutes in a queue and I didn't get to speak to anyone. I'm just going to have to get her up and get into town very early praying she doesn't scream the place down.

Still doesn't mean Voda won't !!!! up again before I get a chance to leave though.

gjchester

Skint_Catt wrote: »

Still doesn't mean Voda won't !!!! up again before I get a chance to leave though.

I'm not sure you have grounds to leave before your contracts up.

Your aco!!!! has been used fraudulatly and you have billing errors, Fraud on your account could be doen to you leaving yourself logged in somewhere or using a common password or hacked account, eitherway not really Vodafones "fault". Billing errors are voda's fault but all networks have them

Until the investigation team work through the issues they may well freeze all your accounts to work out what is and is not fraud.

visidigi

I think she means that Voda will prolly mess up again before her contract is up - and they HAVE messed up here, despite how the fraud occured. the OP reported it, they ackowledged it yet still did the opposite of what they said.

The amount of complaints about Vodafone lately is astonishing - they used to be really quite good.

gjchester

visidigi wrote: »

The amount of complaints about Vodafone lately is astonishing - they used to be really quite good.

I've said before really we need to get a % number, Vodafone has the largest subscriber no's so has more complaints, that said Orange is getting flack at the moment for their price rises.

And remember people only speak out when they complain, not if they have good service.

Skint_Catt

gjchester wrote: »

I'm not sure you have grounds to leave before your contracts up.

Your aco!!!! has been used fraudulatly and you have billing errors, Fraud on your account could be doen to you leaving yourself logged in somewhere or using a common password or hacked account, eitherway not really Vodafones "fault". Billing errors are voda's fault but all networks have them

Until the investigation team work through the issues they may well freeze all your accounts to work out what is and is not fraud.

I'm sorry but where did I say I'm still within my contract? It was actually up in February, but with moving house twice and having a baby I haven't got around to 'downgrading' my tariff now I'm not working.

Oh, so the fraud is down to me is it? (!!! - I don't leave any account logged in anywhere and no, my password isn't an easy one) and it's OK for Vodafone to take money that I've already reported isn't down to me. Seeing as i've had a £25 bill for the last 30+ months and have had nothing bigger for the previous 14 years I've been with them you would think they would notice considering that they 'sell' the fact that they will review your tariff every quarter to make sure you're on the right one - they haven't done this once for me as I never use anywhere near my limits. In that case I'll just let them keep the £145 shall I as they've been my humble servants all this time?!!! :mad:

I think I can guess who you work for! And if you don't I'd appreciate you knowing the facts before you comment. :mad:

gjchester

Sorry your right you didn't say you were in contract. However most peopel downgrade as soon as they can, and given you said your living of savings then I would assume you would be looking to reduce your outgoings where you could.

Skint_Catt wrote: »

Oh, so the fraud is down to me is it? (!!! - I don't leave any account logged in anywhere and no, my password isn't an easy one)

So now who's reading more into it that is there? I said it COULD not it was.

Can you honestly say your Vodafone password is unique to that account?

See http://www.theregister.co.uk/2011/11/29/nexon_data_breach/

13 MILLION accounts may have been breached, and most people don't use a unique password for every account they setup . It's ENTIRLEY possible a different account has been breeched and you have the same password there. An awful lot of breeches will never be reported for fear of scaring off customers, can you imagine what customers would do is say Natwest, or Halifax reported they had bene hacked and passwords exposed, people would leave the bank in droves.

Skint_Catt wrote: »

and it's OK for Vodafone to take money that I've already reported isn't down to me.
Seeing as i've had a £25 bill for the last 30+ months and have had nothing bigger for the previous 14 years I've been with them

No they DO owe you the money back, but until the fraud team does their investigation then Vodafone do not know what has gone on. Whilst in your case it may be fraudulant they need to check it's not someone trying to defraud them of a Phone.

And before you say I'm accusing you of lying, I'm not, it's just Vodafone need investigate and to cover all the bases, they will not simply take someones word as it's all been tried before.

There IS a billing error as they said they were freezing the fraudulant payment but thats all there is, a billing error.

Your prior history is irrelevent. What if you had a sick parent, or your child was ill and you used the phone a lot and you were cut off? You'd be spitting feathers that your phone was cut off when you needed it. Vodafone manage MILLIONS of accounts and they cannot be monitored in real time.

Skint_Catt wrote: »

I think I can guess who you work for! And if you don't I'd appreciate you knowing the facts before you comment. :mad:

Once again your jumping to conclusions.

Techhead_2

gjchester wrote: »

I've said before really we need to get a % number, Vodafone has the largest subscriber no's so has more complaints, that said Orange is getting flack at the moment for their price rises.

And remember people only speak out when they complain, not if they have good service.

I've seen you mention this before and wanted to point out that Vodafone doesn't have the largest subscriber base in the UK by far.

Also, there are some complaint and customer satisfaction figures on the OFCOM website. (That is, complaints to OFCOM and how people feel about the company). Vodafone had the second lowest number of complaints per 1000 customers, but only a middling customer satisfaction rating.