Vodafone Overcharging & Incorrect Bills - Help

ManicRower

I'd really appreciate some help/advice on dealing with Vodafone please? The situation is:

- I am an existing Vodafone customer (Mobile Phone and Broadband) paying £46 a month the services (£21 broadband, £25 phone). I moved house in October and all I wanted to do was move my existing package from my old address to a new address......and a catalogue of errors has ensued. Since October they have:

- Continued to bill me for broadband at both addresses, i.e. £67 a month (£25 phone and 2 x £21 broadband)

- Charged me even more from my actual account (i.e. They are billing £67 and physically taking anything from £80-£100 a month from my account, often in multiple transactions on my bank statement. The running total is I have calculated they have overcharged me circa £180 thus far

- Since October I've spent the equivelent of probably 2-3 days on the phone Vodafone trying to get this sorted, each time being assured that they will refund my money and stop overcharging me, and nothing happens. I've also made visits to the Vodafone store to show the store manager my bank statements as proof that I am being overcharged, he put a note on the system for the billing team saying he had seen proof and I STILL haven't been refunded!

Aside from continuing to ring them up, try (and fail) to get a refund.....what other options do I have? Should I threaten to leave (or will that just mean they're even less bothered to refund me?) Is small claims court an option? What else?

Any help much appreciated.

Sean

dazzaofdagenham

Have you tried.  Nick.jeffery@vodafone.com

i got a resolution from them when 8 have serious issues with billing 

ManicRower

Hi, 
Thanks I've tried that email now but to no avail. The current situation is:
- They should be billing me £46 a month
- They are billing me £67 a month
- The direct debit(s) are actually taking £90 a month

I'm at a bit of a loss as I really need the internet particular whilst we're all stuck at home for work. Does anyone know what would happen if I just cancelled the direct debit in an effort to force them to restart it for a correct amount? Would the broadband service get cut off?

mnbvcxz

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

Ask for your deadlock letter as presumably your complaint has been unresolved for more than eight weeks. Even without it you can go to ombudsman and say what you want is correct billing and a refund if overcharge and compensation for trouble. Might shake something loose.

Vodafone also have a forum, not a very helpful one but it's there.

I once called 08080 045 200  and got helpful Scottish people instead of the eygptian call center. Might have been chance though. Hopefully you have a complaint id?

Best of luck

JJ_Egan

<f I just cancelled the direct debit in an effort to force them to restart it for a correct amount? Would the broadband service get cut off?>

Cancel DD and they pass it on to debt collectors and trash your credit record for 6 years.