Vodafone - taken money for same transaction 4 times

Sobba68

I would be grateful for any help or advice in resolving a problem with Vodafone debiting my account multiple times for the same transaction and being seemingly unable or unwilling to do anything about refunding the overcharged money.

My girlfriend tried to add a £15 ‘Freedom Freebie’ package to her PAYG phone a month ago on-line on her Vodafone account. We noticed 2 days later however when the transaction appeared on our bank account that there were 4 separate amounts of £15 that had been debited.

Her phone was credited with one £15 ‘Freedom Freebie’ package and £15 of call credit. We didn’t want the £15 of call credit but that was not really a big problem. There was however still £30 that has been taken for which we have nothing for.

We have called Vodafone’s Customer Services number and been told to go into the local Vodafone Store with copy bank statements which we have and been told that Vodafone can see from their records that the money has been taken but cant tell where it has gone to and cant refund it. We have followed Vodafone’s complaints procedure which resulted in a voicemail message from someone in India telling us to phone their Customer Services number again to resolve the problem (can this be a satisfactory response to a complaint ?!). We have had several further conversations with Vodafone’s Customer Services department over the subsequent weeks but they are still unable to refund the missing £30.

We have also tried claiming the money bank through our bank (Santander) as an unauthorised transaction. Their response has been to say that they need written confirmation from Vodafone of why they will not refund the money before trying to claim the money back.

Any suggestions of how to resolve the problem would be appreciated – further complaint to Vodafone? Complaint to Santander? Complaint to the Telecoms Obdudsman? Its not a huge amount of money but the principle of someone taking money from our account that they were not authorised to and refusing to do anything about it is becoming very irritating.:(

Herongull

Hopefully the vodafone rep on this forum will be along soon. He is very good at sorting this sort of stuff out.

There is also a way for you to contact him directly, and others here can tell you how to do it.

Yes, you can go through the voda complaints procedure and if that fails, the ombudsman, but getting the voda rep to sort things out is quicker.

Vodafone

Hi Sobba68,

I’m sorry to see what’s happened here.

So that I can look into this, please email me with your details via the link in our profile here.

All you need to do is copy and paste the link into your web browser and it'll take you to the Contact us form on our website. To make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to you as soon as possible?

Thanks,

Jenny
Web Relations team
Vodafone UK