Seems Vodafone accidently double billed some credit card paying customers and will eventually rebate them. Looks like they haven’t told their customers about the snafu though.
The bit that interests me is the crappy customer service that Conor got. I own the pretty much dead blog IWillNotHold.com (Which is coming back as a different service later this Summer) and this is the kind of customer care you should not have to deal with.
Got this from Conor Byrne:
Have you heard about Vodafones double charging of customers who have paid by credit card. I am one of those customers. When I discovered the charge I rang Visa and was told to ring Vodafone. I rang Vodafone and the girl in Customer Care (thats a joke) told me that no there was no double charge on my account. I was looking at the charge and explained to her I didnt care what her screen was telling her, that I WAS double charged. She then went off to “speak to a supervisor” (God I hate that line) and then told me to fax the proof. I had to prove to them! I said I had no access to a fax machine and could I email it….no there was no email address (really an organisation the size of Vodafone has no staff emails?). Eventually I got an email. That was 11 days ago. And there is still no refund on my account. I have had to email Vodafone 4 times to see what is going on before I even got a reply…and this is the reply I got:
It has been discovered that due to a technical error, some credit card payments made on My Vodafone by a small number of customers were duplicated for each paying customer.
Some customers who made CC payments between the 23rd of April and the 11th of May were charged on a duplicate basis.
The issue is currently still under investigation and a rebate will be applied shortly.
Unfortunately I wish I could give you more information than this, but this is all I know at the moment. I do know that a rebate is going to be applied but not the exact date when this will happen, and I am not in a position to refund the card myself as this is being dealt with at a higher level.
It kind of gets better, they haven’t actually informed customers about this. They need to figure it out themselves:
When I asked to speak to the person who would know (the higher level person) what was going on I was told to call Customer Care on 1907!!
Do Vodafone just not care. They didnt communicate with me to tell me this had happened, didnt assure me that it would be resolved quickly, didnt call me (lets face it they have my number) or email me (and everyone else) to tell us what the latest was.