Oh, it's a long one!!!
Answer in replies.




Length? not as long as the letter.
(Kip, Thu 2 Sep 2010, 13:57, 13 replies)

There's no complaint in here
I demand to see the manager!
(Banjax, Thu 2 Sep 2010, 13:58, closed)

I used to put long stories in the replies
but people complained.
( sandettie light vessel automatic New Twitter - @bollocksreally, Thu 2 Sep 2010, 13:59, closed)

I'll wait and see...

(Kip, Thu 2 Sep 2010, 14:01, closed)

give us a chance!

(Kip, Thu 2 Sep 2010, 14:02, closed)

Dear Vodafone,
I am writing to express my disgust and disappointment in the service I have received from Vodafone.
On the 12th October 2009 I contacted Vodafone to upgrade my mobile phone; a new 18 month contract was agreed with a ‘free’ Sony Ericsson Satio with 300 minutes and 1000 texts for a monthly fee of £35 + £10 insurance policy.

On the 19th November I was shocked to discover my Vodafone bill online detailing a negative balance of £402.63 so I called customer services to question this figure and was told that I had accidentally been charged for my ‘free’ phone. I was assured that this amount would not be debited from my account only to learn on 24th November that you had indeed taken £402.63.

I contacted Vodafone on the 25th November to express my disbelief. I was assured the monies would be returned to my account within 10 working days (which in itself is unacceptable as it was not your money to keep). I once again contacted Vodafone on the 04th December at 7:08pm to ensure the repayment had been processed to be told that it had not, I requested to speak to a manager regarding this, to be told that one wasn’t available. With over 55000 employees I find this hard to believe, I was told that a manager would call me within 24hrs, the following day (5th December) at 4pm a manager contacted me to say that you (Vodafone) were very sorry for what has happened and the gentleman who made the error would receive extra training et cetera and that the monies would be rushed through to my bank account and would be in there by the following Friday (11th December), I asked for an email confirming this to be told that she would send one immediately after the call but it still hasn’t arrived at time of writing this. The following Friday (11th December) I checked my bank account once again and surprise, surprise, it hadn’t arrived!

I called 191 again and was told by the nice customer service gentleman that it had definitely been processed and that there could have been a slight delay so to check on Monday (14th) and that he would call on the Monday to check with me. I left it until the Monday and checked my account again. Imagine my shock when I found that I was still overdrawn due to your mistake.

I awaited the expected call of Vodafone customer services but one never came. I again called 191 on the Tuesday and spoke to one of your team who tried to tell me that it can take up to 15 working days to be refunded, I asked to speak to another manager and eventually got through to a nice lady who astounded me by saying that the refund had been applied to my Vodafone account instead of my bank account (which at this point is still overdrawn).
She assured me that she would rush through the refund to my bank account which will take 2 working days (17th December) and sent me a text confirming this copied here (exact spelling and punctuation): Dear sir, We have dispatched a refund case for 391 pounds for you bank to be transferred back within 2-8 working days (not what was stated verbally) no worries it’s all sorted out this Have a great day’ I also asked for a manager to call me so I could discuss my account, this would happen within 24hrs, again, this didn’t happen.
I called 191 this evening seeing as I didn’t receive the call and was told that the money would be in my account by Friday 18th December I asked for an email confirming this and got the following email: Ref 077******** Kip, as per our conversation today I can confirm that refund for the charge placed on your account in error for a handset has been requested on the 4th of December. This takes 8-10 working days and our system shows this was processed on the 15th December. I hope this is helpful but if you need anything further please call customer services on 191. Regards Cat Vodafone Belfast

So to clarify:
I can understand that mistakes can be made but, why have I been lied to on several occasions? All I want is my money back that you have wrongly taken; I find it hard to believe how incapable Vodafone are of doing this for me.

Of the 3 attempts that you have tried to refund me and failed, the waiting time for the money to clear has gone from 10 working days to 5 working days, up to 15 working days down to 2 working days and then again up to 10 working days! How is this possible? I would suggest you should all start singing from the same hymn sheet at the very least.

If Vodafone can apply refunds within 2 working days most of the above wouldn’t have happened and I’m starting to wonder how much monetary interest you actually make off these ‘mistakes’? I bet Watchdog would love to hear about it.

I have been with Vodafone for more than 8yrs although this relationship will be coming to an end if this matter doesn’t get resolved very rapidly.

I have never missed a payment on my bill. I find I have now incurred overdraft charges due to your inadequacy, which I intend to claim back from yourselves.

As a valued customer, as I think I am, I look forward to your immediate response on this matter.
I sincerely hope ‘My’ money will be in my account on Friday or I ‘will’ be taking this further.

Yours faithfully

Kip


----------------------------

Surprisingly enough it wasn't in there on the Friday so threatened them with court and they ended up paying me just shy of £700 for my trouble, the following week.

Edit: I actually got an email off 'the directors office' apologising for the mistakes so if anyone's having issues with them and wants it gaz me.




(Kip, Thu 2 Sep 2010, 14:00, closed)

I lost valuable minutes of my life reading that when you could have said
"I got my phone upgraded, but for some reason I was charged for the phone when it should have been free. I contacted them a few times but they didn't sort it. I was promised it would be dealt with but then it wasn't. Then nobody called me...I got a bit annoyed. Then some over stuff happened and I got the money back, and more."

Which is a rubbish story, really.
( rofl harris, Thu 2 Sep 2010, 15:33, closed)

True, but it answered the qotw
and I did warn you...

and you're a cyclist so your view means nothing to me.
(Kip, Thu 2 Sep 2010, 15:51, closed)

hahaha
My reputation preceeds me
( rofl harris, Thu 2 Sep 2010, 15:56, closed)

Hahaha
indeed...

*inserts smiley face with tongue sticking out.
(Kip, Thu 2 Sep 2010, 16:00, closed)

It's not that long
Why you couldn't just post it like a normal person is beyond me
( emvee cruor deo cruoris, Thu 2 Sep 2010, 17:32, closed)

one word for you ..... DirectDebitGuarantee
if you think anyone has taken money they shouldn't, contact your bank and they have to refund your account immediately.

www.bacs.co.uk/bacs/businesses/directdebit/collecting/pages/customersrights.aspx

you get your money straight away and it's up to the bank and vodafone to sort it out.
( Ring Of Fire A petty, drooling belming butthurt retard., Thu 2 Sep 2010, 21:02, closed)

Tried that
but according to Barclays, it wasn't possible for some reason... think it was cause I didn't notice for a couple of days.
(Kip, Fri 3 Sep 2010, 8:32, closed)

Barclays are cunts when it comes to this
Took 5, count em, FIVE years of complaints to stop the all-powerful "AOL Direct Debit" coming from my friend's account.
( MademoiselleDave is drunk and on the internet again on, Fri 3 Sep 2010, 20:37, closed)