Thema "Vodafone is not accepting my proofs of payments" in Archiv_Kabel

Vodafone is not accepting my proofs of payments

AliDJ — Tue, 06 Aug 2019 08:15:31 GMT

I have paid 140,79€ to Vodafone (13.17€, 59.97€, 67.65€). On the phone, Vodafone sees the payments I made, and told me to submit proof through the Nachweis link. I have done that twice. I received only one response, which told me to post this in the forum (which I did last year and Vodafone still did not fix their error). What do I need to do so Vodafone will accept my proof of payment and apply the funds to my account?

Re: Vodafone is not accepting my proofs of payments

Grit — Tue, 06 Aug 2019 14:26:16 GMT

Hello AliDJ,

i need you to elaborate on that. Why should the money be in your account? What proof? Did you transfer the money to your customer account to pay the current bills?

Regards

Grit

Re: Vodafone is not accepting my proofs of payments

AliDJ — Tue, 06 Aug 2019 14:34:56 GMT

I have sent 6 payments to Vodafone, pushed from my online bank to Vodafone. Vodafone has credited 3 of the payments to my Vodafone account, but neglected to credit the other 3. I have sent proof of these payments three times by mail and twice by "nachweis." Nobody at Vodafone will acknowledge these proofs of payment. I cannot upload the proof here because it contains sensitive account numbers. I need to know who I can send, for an additional time, proof of payment for the money I have already paid Vodafone.

Re: Vodafone is not accepting my proofs of payments

AliDJ — Tue, 06 Aug 2019 14:36:28 GMT

I have sent the confirmation receipts and account statements from my online bank every single time.

Re: Vodafone is not accepting my proofs of payments

Grit — Tue, 06 Aug 2019 15:41:49 GMT

So three of your payments went to Vodafone and the other three didn't? To which bank account of Vodafone did you transfer these 3 that did not arrive (please write only the bank account of Vodafone here)?

Regards

Grit

Re: Vodafone is not accepting my proofs of payments

AliDJ — Wed, 07 Aug 2019 08:57:03 GMT

All 6 payments went to the exact same IBAN, because I did not type it in every time, I hit "repeat transfer." The IBAN I sent all 6 payments to is DE13380700590045335700 (copied and pasted directly from the proof of payment PDF from Transferwise). I am attaching the proofs of payment with sensitive information blocked out, but you can see Vodafone's IBAN they were all sent to.

Re: Vodafone is not accepting my proofs of payments

Lars — Thu, 08 Aug 2019 10:34:30 GMT

Hi AliDJ,

I'd like to take a look at it in the system. Please send me your customer number, name, address and date of birth by private message. Contact me here in the thread as soon as you have sent the PN.

Best regards

Lars

Re: Vodafone is not accepting my proofs of payments

AliDJ — Thu, 08 Aug 2019 10:39:11 GMT

I have sent the requested information via private message.

Re: Vodafone is not accepting my proofs of payments

Lars — Fri, 09 Aug 2019 11:50:45 GMT

Hi AliDJ,

You already had the issue clarified by your lawyer with our complaint management. The colleagues had the payments searched by the accounting department and they were transferred to your customer account. I don't see any need for me to intervene.

Best regards

Lars

Re: Vodafone is not accepting my proofs of payments

AliDJ — Wed, 28 Aug 2019 06:45:22 GMT

Lars, the issue is not completely taken care of. They credited only part of the money I have paid, only 67,65€. There is 73,14€ that is still missing. I have sent proof of all payments several times so if they credit part of the money, they should do all.

Re: Vodafone is not accepting my proofs of payments

AliDJ — Wed, 28 Aug 2019 06:55:45 GMT

Furthermore, if Vodafone sees that I paid the money and it was their mistake to miss the payment, I should not be charged a reconnection fee. I need the 10€ taken off my latest bill. This is not right.

Re: Vodafone is not accepting my proofs of payments

Lars — Wed, 28 Aug 2019 14:04:31 GMT

Hi AliDJ,

the amounts were all explained to your lawyer by our complaint management. He was informed of this by telephone on 21.08.2019. We will not intervene in this case. Please have this clarified by your lawyer, he has the appropriate contact persons.

Best regards

Lars