I asked my pay-as-you-go provider Vodafone how my wife and I should retrieve £420 credit when we closed our accounts. We were told that we must first close the account and then, after 24 hours, apply for refunds. We did so, only to be told that since our accounts were closed there was no longer any information about us on their system, so a refund was not possible. They did manage to text my wife asking why she had cancelled!
None of our many emails to Vodafone has received a reply and its extended telephone waiting times appear to exist to discourage customer complaints. WC, London
I’m startled that you should have had such a huge sum on your PAYG account. Less surprising to regular readers is Vodafone’s inability to communicate with dissatisfied customers. As usual, a detour via the press office prompts swift results. Vodafone discovers it did agree to refund you and should have done so swiftly – but didn’t due to “various failings in our customer service”. It’s now repaid you along with a £50 goodwill gesture.
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.
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