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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Aibu in thinking Vodafone are taking the piss!

23 replies

Migrainefun · 16/10/2019 15:01

In March Vodafone called me to say that I was wasting money on the package I was on, and that I could have unlimited data for £35. I was out and asked them how much my bill was currently as I couldn't remember off the top of my head, and they said that my current contract was £33 a month for only 2gb.
Based on that, I thought why not? I knew I had 7 days to change my mind. I got home and checked my bills and realised they'd lied, and my contract is 25 a month. So I called and told them they'd called and not be honest and I wanted to cancel my upgrade. All done apparently.
3 months later I realised I was still getting billed the new amount. I went onto live chat and told them and they said I'd be refunded and apologised, said it was a technical glitch.
I've just noticed again in October that they're still charging me the new amount! I am on live chat to them now and they are saying they will only refund the difference for 2 months! Wtf! I am so angry, I feel like they scammed me into changing my tarrif and have had 2 opportunities to cancel and refund and are massively taking the piss! I'm an ex employee and have had my contract for over 10 years. I'm so mad! Any tips?

OP posts:

Original poster

Migrainefun · 16/10/2019 15:03

I've just read it back and realised it sounds petty but I'm annoyed! It feels like stealing

OP posts:

coconuttelegraph · 16/10/2019 15:06

While they might be a bit rubbish you didn't notice that they had overcharged you. A similar thing happened to me recently and I had to accept it was my fault for not checking my bank account.

Sleepyquest · 16/10/2019 15:07

They have done similar to me before. They upped my price but then didn't deliver on the new data package. Took several phone calls to sort it so now I just go for the lowest package.

RaymondStopThat · 16/10/2019 15:16

I'm leaving Vodafone this month. Their customer service is shit. Even the person on the phone trying to persuade me to stay with them said that. They used to be great years ago, but I'm so glad to be free of their nonsense - last month they randomly took £90 extra from my bank account. And this month, if I port over my number more than 1 day ahead of my contract end date, they are going to charge me £13 extra, despite having already paid for this month in advance. So yes, that's paying extra to not recieve any service from them!

OP if you phone them and select the option that you want to leave them (even if thats not the case), you generally get someone sensible on the other end who will be able to help. The live chat is a waste of time.

Everydayzero · 16/10/2019 15:38

If you’re dealing with sales departments of any company over the phone you need to get either email or text confirmation of what you’ve agreed because at worst you can’t really trust them and at best have now way to prove if they made a mistake.

BlueCornsihPixie · 16/10/2019 15:40

Vodafone customer service is truelly shocking, by far the worst company I've ever dealt with

However I can't believe youve not noticed that they're overcharging you? Only twice checked since March?

Chickychoccyegg · 16/10/2019 15:48

i have had an ongoing issue with vodafone for coming up to 4 months now, due to them adding a random charge on to my account that they agree im not due and and I'm not going to pay,they keep cutting my services off every week or two , each time i go through the live chat, they apologise, assure me its been sorted and wont happen again, then a few days later im in the same position again,only started my contract with them at the start of the year, so have ages before i can leave them.no advice but they are a nightmare.

bloodywhitecat · 16/10/2019 15:56

Vodafone are awful for customer service, I would leave and take my custom elsewhere (in fact I did). YANBU.

SchoolNightWine · 16/10/2019 15:59

Tell them you want a transcript of the original phone call so you can prove that they lied. In my experience, they either don't have the recording or it's too much hassle to get it and they refund what you are asking as the easier option.
Failing that, complain on their Facebook page. Both these options have worked for me at different times.

NoraThePessimist · 16/10/2019 16:10

You are not being petty, they're incompetent, liars & stealing from you.

Formal letter of complaint might work (although,in my experience, will only compound the incompetence.. looking at you Yodel...)

Nicknacky · 16/10/2019 16:16

school I agree, the recording won’t be found. They called me and I upped my data and they insisted on sending a new SIM card which confused me big time. I had the girl confirm several times that the phone number was the same and it was merely an increase in data, however it turned out it was a second phone account so I was charged double.

After nearly a full day on the phone during which time I told them to listen to the call as I knew what had been said (and h was sitting beside me) they couldn’t find it and then almost called me a liar until I pointed out that we couldn’t have made the change to the account without some form of contact.

I got it cancelled and back to my original account after a lot of hassle.

Alloftheboys · 16/10/2019 16:55

As an ex employee you should have known to check your account the month after any changes were made.

GrouchyKiwi · 16/10/2019 16:59

You need to tell them you're raising a formal complaint (this always scares companies) about how they've failed twice to do what they promised. Also tell them you're going to change providers.

And if they still don't fix it properly then escalate to the CEO. Complaints directed to CEOs are always handled really quickly.

butterybiscuitbasic · 16/10/2019 16:59

I’ve genuinely never had any problems with vodaphone and found them to be one of the most reliable services that I ever deal with in terms of customer service. (I don’t work for them honestly!!)

Sallyseagull · 16/10/2019 17:29

Vodafone were horrendous when I was with them, doing similar things with over charging and also putting my contract up mid-term.

Wouldnt ever go back so when you can move away from them I would.

Original poster

Migrainefun · 16/10/2019 17:34

As an ex employee you should have known to check your account the month after any changes were made

I don't really feel like it's my responsibility to, each time they had texted me and emailed me to inform me that the change had been made and my new agreement details, so that was it as far as I was concerned. In the last 3 months my son has been diagnosed as ASD, my husband attempted suicide and I've had to leave my lovely career, so I can't say it was even on my radar, I just thought it was sorted due to 3 email and text confirmations.

It's all sorted now... They've refunded me, listened to the recording and informed me that 2 staff will be having disciplinary action due to exaggerating the saving to get me to sign up.

OP posts:

Original poster

Migrainefun · 16/10/2019 17:34

And thank you all, my contract is up in 4 months so I'll be running away as fast as I can!

OP posts:

Shufflebumnessie · 16/10/2019 17:51

I would rather not have a mobile phone than have Vodaphone as my provider. Their customer service was atrocious 15 years ago and it doesn't appear to have improved at all in that time! They accused me of theft, lied about the delivery driver having been injured in a serious accident and other things all in a bid to cover their own incompetence.
I know this has no bearing on your issue OP but reading anything about Vodaphone makes me want to rant!!

Lhastingsmua · 16/10/2019 18:22

Good that it’s sorted now.

I had lots of issues with them, requested an SAR and which had contained phone calls and account notes full of misinformation!

They ended up generously compensating me and gave me a great iPhone XS tariff when it was first released, so I’m paying well under retail value for a premium/newly released (at the time) device.

Sistedtwister · 16/10/2019 19:01

Vodafone are shit. I had such hassle cancelling my dad's contract after he died.

Rang customer services and started to explain when the girl on the other end interrupted me to tell me she couldn't speak to me she had to talk to my dad. I told her he'd passed way the day before and she said 'maybe you should have started with that' I replied ' maybe you shouldn't have interrupted me' she then passed me on to her supervisor who asked me to fax(17 years ago) a copy of the death certificate. So I did with a covering sheet stating
Fao superviser name, page 1 of 2, please find attached death certicate as requested, account and phone number, sincerely sisted.... all sorted you'd think.

Not 30 minutes later she called his phone asking to speak to him. I may have sworn a bit

Hecateh · 16/10/2019 22:59

I fell out with Vodafone over 20 years ago for similar issues. Haven't touched them since and never will again

OldEvilOwl · 17/10/2019 12:01

Leave, they are useless. Had similar issues

thenightfury · 17/10/2019 12:12

Vodafone is horrific, spent about 2 hours on live chat explaining I wanted to pay the rest of contract off and cancel. Spoke to about 6 different people before they said all done and it took 2 months! they still charged me more than they said including the 2 months bills, I'll never ever go with them again, arseholes

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