Vodafone has taken to much money from my account what to do

DotComBoyUK

Hi,

Having just change jobs my employer has taken over my personal contract by porting the Vodafone number to a Vodafone business account. At the time I was reassured by Vodafone that as the number is just being moved to a seperate billing process I would not have to pay the cancellation fee. This has been repeated to me several times and I call Vodafone they state that that is correct and that it is on my case notes.

However last month Vodafone was meant to take my remaining calls bill from my account. I had no notification of what the cost was going to be as I was previously on ebilling and during the transfer this was suspended rather unhelpfully.

Vodafone preceded to take £475 from my account in the first week of January. What I notified them immediately as incorrect especially as they had not issued myself with notification of a bill. The call centre was helpful and provided a copy of the bill in paper form and identified the issue that the money was taken incorrectly as a cancelation fee. I was told that the issue would be rectified in 10 working days with a deposit in my bank account.

I have still not received the money and as such I have had 3 more conversations with the call centres, 2 conversations have been very negative and implied that I am never getting the money back the 3rd conversation (Different Call Center) stated that her supervisor would rectify the situation in the next 5 working days and I would receive a text when the money is on the way back to my account. This has still not occurred.

Now being a good money saver I have moved savings around to ensure that my credit rating is not negatively impacted by this however if I had not taken close notice to my account I would have failed to be able to pay for my mortgage and currently I am loosing interest in my high interest account.

What are my options with this on how to proceed? Have vodafone taken the money unlawfully? Can I request the call information off there system and the recordings of the calls (They state they record them) as part of the data protection act?

Any help would be very great fully received.

simon123

I am assuming you pay by direct debit? If so, and if Vodafone are at fault, there is a very simple way of getting your money back instantly without being mucked around by Vodafone.

Remember when you sign a direct debit mandate there is a guarantee on the form?
This states that in the event of an error you are entitled to a full and immediate refund.
Simply go into your back and tell them you would like to make an indemnity claim against vodafone. The bank have to give you your money straight back and they will then get reimbursed via vodafone.

This really works as it is the law.
If your not paying by DD I'm sorry for assuming. Hope this helps.

Murtle

I'd second Simon123 request the refund from your bank and then they will get it from Vodafone. They did the same to my OH who managed to cancel the transaction before it completed...they then sent him a reminder.....

Have they acted unlawfully, uhm they screwed up and you didn't get the bill, but I'm sure they'd say they sent it which is what they have to do to tell you that you DD amount will change.

However, they should provide some level of good will.

Good luck!

DotComBoyUK

Simon123, Murtle,

Thank you so much for your help you are correct I was using Direct Debit and I had totally forgotten about the guarantee. I will contact my Bank Monday monday morning, its about time they started working for me ;-)

I think if I had to speak to Vodafone one more time I will go mad as for goodwill I don't believe I will see one there.

Thanks again

Hopefullyuseful1

Hi DotComBoyUK,

What's happened with your account is really strange, sorry about that. I want to make sure it's been fixed for you to avoid any further problems: Would it be possible for you to complete the Vodafone Online Contact Form? If you include FIT135 in your message your email will be routed to the Forums Team and we'll resolve this for you.
The indemnity claim was the best thing to do in the short term to get your money back, although it might mean that there's a balance remaining on your Vodafone account which could affect your credit rating in the future. Anyway, if you contact me I'll get it fixed!

Hopefullyuseful1

Vodafone UK

Murtle

Hopefullyuseful1 wrote: »

Hi DotComBoyUK,

What's happened with your account is really strange, sorry about that. I want to make sure it's been fixed for you to avoid any further problems: Would it be possible for you to complete the Vodafone Online Contact Form? If you include FIT135 in your message your email will be routed to the Forums Team and we'll resolve this for you.
The indemnity claim was the best thing to do in the short term to get your money back, although it might mean that there's a balance remaining on your Vodafone account which could affect your credit rating in the future. Anyway, if you contact me I'll get it fixed!

Hopefullyuseful1

Vodafone UK

So long as the outstanding amount is paid, if there is any, it shouldn't touch your credit *worthiness*