Vodafone Billing Error Increased My Monthly Plan From $16 to $52

On June 6, 2026, I called Vodafone customer service to request the cancellation of only my "15GB Opportunity Package" add-on. I did not request any changes to my main plan, "5G Ready 40GB," which was under a 12-month contract at approximately $16 per month . During the call, the customer service representative informed me that the cancellation fee for the add-on would be a little over $15. I confirmed this amount with the representative and agreed to it. Later that same day, I received a Vodafone text message confirming that my request to cancel the 15GB Opportunity Package had been received. Vodafone's own system therefore confirms that my request was only to cancel the add-on package.

However, after that, the following occurred:

My June bill included a charge of approximately $75 labeled "Discount Cancellation." This amount was nearly five times higher than the approximately $15 cancellation fee I had been quoted.
The monthly price of my main 5G Ready 40GB plan increased from approximately $16 to approximately $52. My contract discount was removed without my knowledge or consent.
My June bill totaled approximately $102, even though it should have been around $16. My July bill totaled approximately $53, even though it also should have been around $16.

I requested only the cancellation of the add-on package. I never requested any change to my main mobile plan. The representative quoted me a cancellation fee of approximately $15, and I approved only that amount. The charges that appeared on my bills were far higher than what I had agreed to.

I paid all of these invoices only because I was under pressure. Vodafone repeatedly called and sent messages warning that legal action would begin if payment was not made within 90 days. My decision to pay these invoices should not be interpreted as acceptance of the incorrect or unauthorized charges.

Failure of Vodafone's complaint channels:

I attempted to submit a complaint through the Vodafone Yanımda application. However, the app automatically redirected me to the virtual assistant TOBi and did not allow me to create a complaint or support request directly. Furthermore, when I tapped the "Get support from TOBi" button, nothing happened. The page remained unchanged, and no chat window opened. The "My Requests" section also did not provide any option to submit a new complaint. As a result, Vodafone's own complaint channel was effectively unavailable, preventing me from reporting this issue. I have screenshots documenting this problem.

Lack of language support:

I am not a native Turkish speaker. Every time I contacted Vodafone customer service, I clearly requested assistance in English. However, the representatives either remained silent or acted as though they could not hear me. This lack of English-language support directly contributed to the communication failure that led to this dispute.

Evidence:

Vodafone SMS dated June 6, 2026, confirming that only the 15GB Opportunity Package cancellation was requested.
Call recording from June 6, 2026, which is in Vodafone's possession and will verify both my request and the cancellation fee quoted by the representative.
Billing statements from March through July 2026, showing the sudden and unexplained increase in charges.
Screenshots from the Vodafone Yanımda application demonstrating that the complaint channel was not functioning.

My Requested Resolution:

Review the customer service call recording from June 6, 2026.
Refund the approximately $75 Discount Cancellation charge, excluding any legitimate add-on cancellation fee that was properly disclosed.
Restore my main 5G Ready 40GB plan to its contracted monthly price of approximately $16.
Refund all amounts that I overpaid because of these unauthorized billing changes.
Remove any late fees or penalty charges associated with this dispute.