Unfair billing by Vodafone

Kathryn1981

On a recent trip to Egypt, I called Vodafone before leaving the UK to ask them to turn on the 25MB of Data for £5 a day world roaming. I was assured this had been done.

After an hour or so in Egypt, I receive a text message "you have used 3MB of data and have been charge £3, you will be charged £5 for the next 5MB". Worried that the world roaming had not been activated I called Vodafone..and was assured it had. The text messages kept on coming at each 5MB, but I felt this was a good way to keep track of how much I was using in any case.

I got warning messages daily as well as ones asking me to contact Vodafone "Urgently as there has been unusual usage on your account". Every time I was told these were automated messages and not to be concerned.

I can see my usage online and there are no days where I can see I went over 25MB, the texts I got for each days warning me of each 5mb never amounted to more than the 25mb allowance. However, my bill is £175. £75 more than it should be, £36 is for the calls I made from Egypt to make sure they had turned on the data roaming and because they kept asking me to call urgently

I am very disappointed having been with O2 for 15 years and never having experienced such problems. Vodafone offered me a measly £15 for the inconvenience and on promising me a call back from a manager last week within 24 hours...THEY NEVER CALLED.

Shocking service all round and I will not recommend them or renew a contract. I would like to end my contract if at all possible

grumbler

Billing cannot be fair or unfair. It can be correct or incorrect.
Do they deny or confirm that you opted in the "25MB of Data for £5 a day world roaming""?
How many days have you spent in Egypt and how much is your normal bill?

As a side note, when they ask you to contact them they don't insist in using your mobile. There are other ways of communication.

real1314

grumbler wrote: »

Billing cannot be fair or unfair. It can be correct or incorrect.
Do they deny or confirm that you opted in the "25MB of Data for £5 a day world roaming""?
How many days have you spent in Egypt and how much is your normal bill?

As a side note, when they ask you to contact them they don't insist in using your mobile. There are other ways of communication.

Carrier Pigeon?

Be sensible, Vodafone operate through call centres, they would expect a call. Most travellers would not have access to a landline.
I think vodafone, as a mobile phone service provider, might reasonably expect their customers to contact them using their mobile phone. :cool:

chantz

call them again and insist they go back and listen to the call you made before leaving the uk, which should have your request and i am a vodafone customer and i am sure they record their calls ask for them to go and check. the same would be said for the other calls you made to them, also the call operators would and should have noted this down on your account.
in reference to the call charges once they have admitted the error was their fault insist that they remove the charges, which in fact prove that you contacted them regarding the data.
personally i never wait for them to call me back, i just call back and speak to someone else and keep doing so until someone sees things my way. the call is free so insist politely that they address this matter, keep asking for managers.

Vodafone

Kathryn1981 wrote: »

On a recent trip to Egypt, I called Vodafone before leaving the UK to ask them to turn on the 25MB of Data for £5 a day world roaming. I was assured this had been done.

After an hour or so in Egypt, I receive a text message "you have used 3MB of data and have been charge £3, you will be charged £5 for the next 5MB". Worried that the world roaming had not been activated I called Vodafone..and was assured it had. The text messages kept on coming at each 5MB, but I felt this was a good way to keep track of how much I was using in any case.

I got warning messages daily as well as ones asking me to contact Vodafone "Urgently as there has been unusual usage on your account". Every time I was told these were automated messages and not to be concerned.

I can see my usage online and there are no days where I can see I went over 25MB, the texts I got for each days warning me of each 5mb never amounted to more than the 25mb allowance. However, my bill is £175. £75 more than it should be, £36 is for the calls I made from Egypt to make sure they had turned on the data roaming and because they kept asking me to call urgently

I am very disappointed having been with O2 for 15 years and never having experienced such problems. Vodafone offered me a measly £15 for the inconvenience and on promising me a call back from a manager last week within 24 hours...THEY NEVER CALLED.

Shocking service all round and I will not recommend them or renew a contract. I would like to end my contract if at all possible

Hi Kathryn1981,

It's disappointing to hear about your recent experience here.

In order for us to be able to investigate what has happened could you email us with your details via the Contact us form here quoting the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. To ensure that your email reaches us could you update the thread with this and we'll get back to you as soon as we can?

Thanks,

Lee

Web Relations Team

Vodafone UK