VODAFONE refund problem

Csndra

Please, please, please will someone help me out, I am really coming up against a brick wall with Vodafone!!

About 4 weeks ago, Vodafone took £600+ out of my account to pay a bill. :eek:
I phoned them straight away and explained that it was wrong and they agreed a refund back to my bank account for £568.01.

I have never got it! This was nearly half of my wages for that month - I've had to ask my parents for money to cover bills and petrol for work!!

Everytime I call vodafone, I get told it has not been processed properly and it will take 7-10 days to clear. The money never appears. I ring again and get told completely different information, and that it will take another 7-10 days. This has happened 3 times now!! :mad:

Customer service people tell me to ring the bank asking for an indemnity claim - which I then find out doesn't apply to me, get cut off, or they assure me it has been escalated which them turns out not to be the case. No explanation given for the previous 'mistake', no apologies. The call centre won't put me through to an accounts department or give me a number for a manager.
I can't contact an Ombudsmen for another 4 weeks. I need my money...

Is there anything I can do?????

sparky93

was it via dd? if so, contact yer bank and they will imediatly refund u. then pop to a vodafone shop and pay what it should be. annd hope over next month or so it will settle.

Tony5101

Although you haven't given a lot of detail as to how this problem occurred - maybe a phone call to cancel contract etc. etc.. has caused confusion?
Anyway...You should be able to make a DirectDebit Guarantee claim, due to the amount being far in excess of your normal charges.
The direct debit guarantee can be found here http://www.thesmartwaytopay.co.uk/directdebitexplained/pages/directdebitguarantee.aspx
I would suggest that rather than calling the bank, that you actually go into a branch and actually speak to someone face to face. You may need to make an appointment to see someone, but the fact that you're actually in the branch should help focus their attention.

Csndra

Hi

No it wasn't done through a direct debit, that is why the Indemnity Claim advice was not applicable.

It was a card payment over the phone but they didn't check the amount.

My bank can't approach them without some evidence of contacting them ie. their phone log etc.

All very frustrating!

grumbler

Csndra wrote: »

It was a card payment over the phone but they didn't check the amount.

What do you mean by 'check'?
When you pay by a card you authorise them to take the certain amount from your card. If they take the amount that you didn't authorise them to take you contact your card provider and ask them to claw the money back from the company.

mobilejunkie

Contact the internet team on here via their website form with the heading "WRT135". It's the ONLY way you'll get any decent response from Vodafone.

spiro

To help us provide more advice please tell us:

1) How much should have been paid?
2) How much did they take?
3) What amount 'did they not check'? What was taken or what should have been taken?

chanz4

Was the remainder outstanding bills?

Vodafone

Csndra wrote: »

Please, please, please will someone help me out, I am really coming up against a brick wall with Vodafone!!

About 4 weeks ago, Vodafone took £600+ out of my account to pay a bill. :eek:
I phoned them straight away and explained that it was wrong and they agreed a refund back to my bank account for £568.01.

I have never got it! This was nearly half of my wages for that month - I've had to ask my parents for money to cover bills and petrol for work!!

Everytime I call vodafone, I get told it has not been processed properly and it will take 7-10 days to clear. The money never appears. I ring again and get told completely different information, and that it will take another 7-10 days. This has happened 3 times now!! :mad:

Customer service people tell me to ring the bank asking for an indemnity claim - which I then find out doesn't apply to me, get cut off, or they assure me it has been escalated which them turns out not to be the case. No explanation given for the previous 'mistake', no apologies. The call centre won't put me through to an accounts department or give me a number for a manager.
I can't contact an Ombudsmen for another 4 weeks. I need my money...

Is there anything I can do?????

Hi Csndra,

It's disappointing to hear about your recent experience but thanks for making me aware of it.

Should you still need some assistance with this could you email me with the relevant details via the Contact us form here quoting the code WRT135 - MSE Fao Lee in the subject line?

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

Kind regards,

Lee

Web Relations Team

Vodafone UK

Csndra

Hi Lee

Just to make you aware, I have gone through the link and forwarded you an email as per your note.

I've not received any reference number though?

Vodafone

Hi Csndra,

Thanks for coming back to me.

I can confirm that I've received your email and so please be assured that I'll get back to you as soon as I can.

Kind regards,

Lee

Web Relations Team

Vodafone UK