Vodaphone Charges

ABRDF

I received my monthly bill yesterday to find call charges for mobile and 01 numbers that where not included in my call bundle of 300 minutes. I call them and was told Id used 270 minutes and they could not explain why I had been charged.... they say its glitch! The DD is set to the bill amount and cannot be changed and they can't re credit my account, I have to call in after the DD has been taken. The call centre in Eygpt was a really poor customer experience.

I seem to have to wait VP's please to sort this out by paying more this month and they reclaiming next.

mobilejunkie

You'll have a long wait for nothing; the problem will escalate rather than be resolved. Vodafone are NOT in the business of putting right problems created by them; rather, making them worse whilst paying laughing at the alien concept of "customer service".

Contact the Web Relations Team by sending a message via their website with "WRT135 - MSE" in the title. They are the ONLY people who give a damn.

MataNui

I had an issue with texts when i was with vodafone. Similar to you in that suddenly i was being charged. I had been with vodafone for years, middle of a contract period so no changes that might have created the problem. One month i had a big bill so i checked and found i was being charged for every single text. Phoned vodafone who said it was an error and they would credit my account. Same thing happened the month later, and the month after that. It went on for several months before it stopped.

You wont get the money back but they should eventually give you a credit on the account. Just check carefully from now on as it might end up being a recurring problem.

Annie._2

ABRDF wrote: »

I received my monthly bill yesterday to find call charges for mobile and 01 numbers that where not included in my call bundle of 300 minutes. I call them and was told Id used 270 minutes and they could not explain why I had been charged.... they say its glitch! The DD is set to the bill amount and cannot be changed and they can't re credit my account, I have to call in after the DD has been taken. The call centre in Eygpt was a really poor customer experience.

I seem to have to wait VP's please to sort this out by paying more this month and they reclaiming next.

There is a one minute minimum call duration for each call. If you made a lot of short calls lasting less than a minute, it would take one minute of your call allowance and your 300 minutes monthly allowance quickly used.

If your online account is showing the excess calls towards the end of the billing period as out of bundle, you could well be over the 300 minute allowance and have been charged accordingly.

ABRDF

Annie in my post I say " 270 minutes out of 300" confirmed by vodaphone!

MataNui

As i said, they do make billing mistakes. If you get nowhere with support put a post on the vodafone complaints thread here for Lee to pick up.

mobilejunkie

They won't and he will - but the OP still have to send the message as stated before the WRT can do anything.

Vodafone

Hi ABRDF,

Thanks for making me aware of this.

So I can get things looked into, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

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