Vodafone never refunded my order that they cancelled

flyingst

I have had many problems with a refund for a Vodafone fibre order - the order placed over 2 years ago went through and my other line rental was disconnected and a few weeks later Vodafone said they could not provide the service in my area

After many calls in the following year, each time being promised a refund would be in my account shortly after it never was, eventually I was told that the only way that I could get the refund was to get a Vodafone account , they told me I could put it on a SIM card or it could be refunded to someone else's account

I'm not willing to accept this as a matter of principle, it doesn't make sense why every other company will refund to your account bank account or send a cheque and I'm sure that I am not the first person that this has happened to

People kept calling me telling me the same thing over and over again and I just need to have an account to resolve the issue. Their internal system only allows customer services to issue a credit to an account or SIM credit
And I repeatedly told them that I have no need for credit and I didn't know anyone with a Vodafone account - for obvious reasons

I created a complaint through a website to escalate - not sure if i can reference it, but the outcome was that there was nothing that could be done directly with them and that I would need to write to the ombudsman or something along those lines
Please give me your thoughts on this, thanks in advance!

dj1471

Take them to small claims court.

Chargeback or the Direct Debit Guarantee (as applicable) would have worked at the time but your options are limited now that so much time has passed.

DCFC79

Do you have anything that would back up your claim ?

Small claims court is your option.

Why did you leave it so long to get it sorted, I believe you were told some right old tripe, they strung you along.

agrinnall

What have they actually charged you, given that they never actually provided anything? And how was it paid?

Ectophile

Have you tried contacting the Communications Ombudsman yet? https://www.ombudsman-services.org/sectors/communications

flyingst

DCFC79 wrote: »

Do you have anything that would back up your claim ?

Small claims court is your option.

Why did you leave it so long to get it sorted, I believe you were told some right old tripe, they strung you along.

I chased them for the following year but then didn't have the time to keep chasing and also left the country
It seemed like every option given just meant spending more and more time on it and getting the refund just wasn't going to be worth it. I just wanted to find a way to stop them getting away with things like that

flyingst

The charged £25 to my bank account so there's evidence of that, the order, some letters and emails from them
All contact with them ended with the complaint being closed on their side and saying that i needed to contact the ombudsman to escalate it further although at a quick glance they don't seem to be registered with the comms one

Greta_Sharbo

Vodafone are not registered with the Communications Ombudsman but they are registered with CISAS*.

You can approach them for help.

https://www.cedr.com/consumer/cisas/
0207 520 3814
CISAS,70 Fleet Street, London EC4Y 1EU


*Communications and Internet Adjudication Scheme