News Article

Vodafone customers: why you need to check your bills now

Published 17 June 2016 by

Are you a Vodafone customer? You might want to check your bill to see if there are any errors, following thousands of problems reported.

An investigation conducted by MoneySavingExpert uncovered a large number of problems with the network provider. These include issues with billing, incorrect tariffs and customer service. Some have even reported issues affecting their credit score.

To give you an idea of what to look out for, we’re going to take you through the most common issues Vodafone customers have seen and what to do if you find a problem.

Common complaints

The last data from Ofcom shows that it received more than three times as many complaints about Vodafone as any other network at the end of last year. That’s why it’s really important to always check your bill – if they’ve had a lot of problems to deal with, the network provider may not have realised they might have made a mistake with your payments.

Some of the most common complaints reported by customers include the following.

• Customers on the wrong tariff.

• Overcharges of double or triple the amount owed.

• Direct Debits incorrectly set up and customers chased for late payments.

• Payments taken from former customers.

• Credit agencies wrongly told customer have missed payments.

Vodafone have apologised to customers and stated that the recent issues follow a move of their billing services to a ‘state-of-the-art’ system. They are aware of the recent problems and suggest you get in touch if you’ve experienced any issues.

Check if you’re affected

The first thing you should do as a Vodafone customer is check your bill. Look to see that you’re on the right tariff and you’re not paying too much.

Even if everything looks as it should, take a closer look at your bank statements. Watch out for any unusual payments and check you’re paying your bill through Direct Debit. Any former Vodafone customers should look to see that they’re not continuing to make payments.

If you do find any mistakes, check to see if this has had an impact on your credit history. You can do this through any one of the three credit reference agencies – Experian, Equifax and CallCredit.

Found a problem?

Get in touch with Vodafone if you find a problem with your bill. You can do this by calling 191 from your phone or online through the My Vodafone service. If you’ve been overcharged, you should receive an explanation and a refund.

If you’re not happy with the response that you receive from Vodafone, you can escalate your complaint through Vodafone’s official complaints procedure.

The network provider then has eight weeks to investigate your complaint and give you a response. If you’ve not received a response after this time, or one that you’re happy with you can escalate the problem to the Communications Ombudsman.

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