I recently complained to Vodafone after my 15-year-old son racked up a £1,000 bill by going 600% above his limit in one month. He had no idea a “free” music app guzzled his data.
Vodafone never told me, the bill payer. I discovered the issue when I checked my bank balance.
I asked to have all Vodafone communications sent to my phone, but it refused. I cancelled my direct debit and made a payment plan for my son.
It took so long I requested that it cancelled my son’s contract but instead it cancelled mine. No number of calls has had any effect. MM, Cambridge
Vodafone admits human error caused it to cancel the wrong contract and it’s finally reinstating your phone and paying £150 in goodwill. Unhelpfully, it does not offer capped limits on individual numbers. What’s odd is that it seems not to have mentioned its Red+ package for families which allows the lead account holder to decide how much data each member can use. The overall allowance is then capped and one bill sent covering all the phones.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
