Charged for 2 phones since May (Vodafone)

Phi1_2

Hi, I have just logged into my Vodafone account and noticed I am being charged for two mobile phones and have been since May 2011 despite only having the one phone with them.

When I was looking to upgrade my phone back in May I was on the website and a chat box opened and I was offered a deal which I was ready to accept until I was contacted by phone from someone from Vodafone who offered me a better deal. I told this person I had been offered a deal online and they told me they would cancel that and give me the package they had offered me on the phone so I went for it.

I hadn't really noticed my bills were that high, I just assumed I had gone over my minutes/texts and was being charged extra for that and every time I tried to log on to the online billing it would time out. Today I requested new login details, managed to log in and discovered the second phone on my bill!

Is there anything I can do to reclaim this money (£114)? I fear I have no proof of what went on when I was upgrading my phone.

Thanks,

Phil

redux

Is it possible that the second offer by phone was a dealer rather than Vodafone itself?

Phi1_2

The only thing I can think it may be is the one offered to me on the live chat box on the Vodafone website. I'm not sure how that works, if a 3rd party pay to lurk on their website and sign people up but both numbers are being charged on the same bill/invoice on their website.

Vodafone

Hi Phi1,

I am sorry to hear you have been charged for the line without being aware of it.

If you would like to contact me personally, I will be happy to look into this for you.

You can email me via the address here with WRT135 FAO Heidi in the subject. Please also include a link to your post and a contact number.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Phi1_2

Thanks, sending email now.

Phi1_2

Again the website isn't working!!

Customer Notice. Sorry...


This service is unavailable. We're working as fast as we can to resolve the issue, and hope to restore the service soon.

The rest of the site is working as normal - use these links to continue browsing.

Can I message you my number on here or do you have a number I can call?

Phi1_2

The email sending on your website is still down.

Is there a number I can contact you on or shall I just call customer services?

grumbler

What actually is down?
I didn't try sending a message, but the page Email us is up.

real1314

Phi1 wrote: »

The email sending on your website is still down.

Is there a number I can contact you on or shall I just call customer services?

Heidi knew this on Thursday as I had the same problem. There's an actual email address you can use - check the Vodafone Complaints thread, although after I used it, she called me back at work on friday and when I said I couldn't talk, she agreed to ring me back at 5pm Friday, but then she didn't bother and hasn't emailed me either.

I'm binning vodafone due to the poor service they provide and the lies they told me to get me to renew my contract. They are an utter disgrace. :cool:

Phi1_2

grumbler wrote: »

What actually is down?
I didn't try sending a message, but the page Email us is up.

That bit is fine but after 5 minutes of inputting needless details they already have it doesn't go through and you get the message I quoted in my previous post.

I'll give it a couple of days then i'll just call customer services and report back.

Vodafone

Hi Phi1,

Thanks coming back to us.

As you've encountered difficulties with the Contact us form could you email us at [EMAIL="customer.care@help.vodafone.co.uk"]customer.care@help.vodafone.co.uk[/EMAIL] with a contact number together with a link to your thread?

When sending it please also quote the code WRT135 - MSE in the subject line.

real1314 wrote: »

Heidi knew this on Thursday as I had the same problem. There's an actual email address you can use - check the Vodafone Complaints thread, although after I used it, she called me back at work on friday and when I said I couldn't talk, she agreed to ring me back at 5pm Friday, but then she didn't bother and hasn't emailed me either.

I'm binning vodafone due to the poor service they provide and the lies they told me to get me to renew my contract. They are an utter disgrace. :cool:

Hi real1314,

I've replied to you following your recent post here.

Kind regards,

Lee

Web Relations Team

Vodafone UK