Help. Vodafone not paying back my son's closing balance

michaelp49

My son, whom I am main carer for, has had a Vodafone Big Value bundle for many years.
My son hardly uses his phone, he never goes on line so basically he is paying too much.

We went through the change process which all went well. My son received a text stating that
he has a balance of £39.49 and to claim it back.

Well we have tried to do that without any luck. The Vodafone shop can't help as it is a Big Value Bundle. So I sent an email to the complaints dept who came back saying that can't do anything
as there are not enough details.

We have all the texts they sent, the bank statements showing the payments going out and their 
text with the details of the balance owed.

So basically Vodafone have £39 pounds which is not theirs but they won't hand it back.

Does anyone know how we can take this further and get his money back please?

Here's hoping someone can help.

Thank you
Michael

flaneurs_lobster

You say you went through a "change process". Was this a new tariff with Vodafone? Is it another PAYG or a contract?

The Big Value Bundle is a monthly PAYG bundle, so the credit expires each month. To have a balance of £39.49 I'm guessing that the Unlimited Data bundle must have been subscribed to at £40/month.

PAYG credit is very rarely refundable, the best you might be able to secure is getting the amount credited to your new plan (if it's with Vodafone), you'll have to appeal to their better nature.

400ixl

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

michaelp49

flaneurs_lobster said:

You say you went through a "change process". Was this a new tariff with Vodafone? Is it another PAYG or a contract?

The Big Value Bundle is a monthly PAYG bundle, so the credit expires each month. To have a balance of £39.49 I'm guessing that the Unlimited Data bundle must have been subscribed to at £40/month.

PAYG credit is very rarely refundable, the best you might be able to secure is getting the amount credited to your new plan (if it's with Vodafone), you'll have to appeal to their better nature.

Perhaps the real question is why, as your son's main carer, you allowed him to subscribe to a data plan that was utterly inappropriate to his requirements "for many years" at a cost of some hundreds of pounds.

For your information my son's big value bundle was £10 per month , you should not make unfounded comments
especially as you have no idea of the circumstances.

michaelp49

400ixl said:

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

400ixl said:

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

400ixl said:

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

Hi, we applied for the money back within the timescale. We have emails to back this up.
So it looks like vodafone win! I wonder how much they collect like this.

400ixl

michaelp49 said:

400ixl said:

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

Hi, we applied for the money back within the timescale. We have emails to back this up.
So it looks like vodafone win! I wonder how much they collect like this.

You haven't answered any of the questions in that post.

flaneurs_lobster

michaelp49 said:

For your information my son's big value bundle was £10 per month , you should not make unfounded comments
especially as you have no idea of the circumstances.

Agreed, apologies. I've amended my post.

michaelp49

400ixl said:

michaelp49 said:

400ixl said:

What information are the complaints department missing? Can you provide the missing information?

How long ago did you raise the formal complaint?

Hi, we applied for the money back within the timescale. We have emails to back this up.
So it looks like vodafone win! I wonder how much they collect like this.

You haven't answered any of the questions in that post.

We changed to Lebara and followed Vodafone's instructions, as I said they text with the balance owed and we should claim it back. Complaints won't tell me what details they need so we are stuffed.