Vodafone compensation rights after network overcharges customers on their bills

Vodafone has issued a public apology after customers were left unable to use their phones abroad over the weekend – leaving many without service.

On Monday, the network said a "technical error has now been fixed" admitting devices were down outside of the UK on Sunday – while others have been sent bills in the thousands of pounds.

"We are very sorry that some customers could not use their phones yesterday, when roaming abroad" a statement said.

"This was due to a technical error, which we have now fixed. Some customers are receiving billing messages in error; we are working through these as an urgent priority and are removing errors from customer accounts."

Have you been affected by these Vodafone faults? Get in touch: [email protected]

If you’re a Vodafone customer that's been affected by any of the two named issues, make sure you check your bill.

Find out if you've been charged for the right tariff, and whether the amount you’ve been billed is accurate.

If you think there’s something wrong then you need to challenge your mobile phone bill by reporting it to Vodafone.

However, the company has said that it's in the process of rectifying any issues already – stating customer do not need to get in touch on the back of the errors.

"Customers will not be charged and do not need to worry about contacting us as we are proactively checking accounts," a statement added.

You can contact Vodafone by either calling 191 for free from your Vodafone mobile or contacting it online.

Alternatively, open an online chat – click the 'Pay monthly' button and then 'Start Live Chat'.

You'll need to enter your name and mobile number, and can print or save a transcript using the icons at the top of the dialogue box.

Make sure you keep a record of all correspondence, including dates and the names of anyone you speak to.

If you're unhappy with the network's resolution, you can escalate it to the Ombudsman Services: Communications after eight weeks – or once you've had a formal response from them on your case.

Refund and compensation rights when a network goes down


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