Incorrect High Invoice

[Ruifang]

I originally signed a DSL100 contract, but my account and recent invoices indicate DSL250. I have contacted your customer service multiple times, including via email, to inquire about this change. According to the response I received, the change was made in the system on August 27 via the application. However, the emails I received in early and mid-September still confirmed that I had subscribed to DSL100.

I asked for details regarding who made the change and when, but I did not receive a satisfactory response. I was advised to submit a formal complaint, which I did, but I have not received any reply. This month, I was charged over €50, whereas my expected charge should have been around €20, which raises further questions about the correctness of my billing.

I have also attempted to submit inquiries via your platform’s form, sent emails, and contacted customer service, yet I have not received any confirmation or explanation regarding when, why, and by whom the contract was modified, and why there is a discrepancy between the signed contract and the billed amount.

[emily2505]

We’re really sorry for the confusion and inconvenience you’ve experienced. Based on what you described, the issue likely stems from an incorrect system update that changed your contract from DSL100 to DSL250 without proper confirmation. This can lead to higher charges and mismatched information in invoices.

Here’s what we recommend:

1. Request a detailed contract review: We check the change history and confirm who initiated the modification
2. Submit a formal complaint in writing: If you haven’t received a response yet, follow up via official channels (WhatsApp, contact form, or postal mail).
3. Billing correction; Once verified, we adjust your invoices and restore the correct tariff or offer a downgrade option if the change was unintended.

Please contact us here: Vodafone-Hotline: Infos, Erreichbarkeit und Services