I have been a Vodafone customer for 10 years, I manage several accounts for my family and I have now moved all but 1 away from Vodafone and when that one expires I will also move that. Last month I received a bill for nearly £140 - my standard plan is £34 a month and includes unlimited calls and texts so this additional amount was for going over my 1Gb data allowance. The phone is my wifes and I immediately checked with her to see if she had received the text message notifications about approaching the data limit - she hadn't, I switched the data off as she had already exceeded the next months allowance as well - pretty much rendering the phone useless outside the house for anything but making calls. At this point I would like to be clear - going over the data limit is my fault and I do not blame Vodafone although we should have received warnings which didn't arrive - as Vodafone helpfully point out though their terms and conditions exempt them from any blame for not sending the warnings. As a long standing customer I approached Vodafone customer service - not easy by the way - the chat service was often unavailable, sending an email results in an immediate automated reply saying they are dealing with your complaint, followed 24 hours later by another email informing you that they cannot deal with complaints via email for security reasons and refer you back to the chat. You could phone but I prefer a written record when complaining or dealing with customer services. The first time I contacted customer services I had an online chat with Katie - Katie read my issues and then tried to up sell me to a more expensive plan. This seemed to be Katies only real interest - despite my explaining that having an extra 1Gb or 2Gb would not really help and the increased cost would be better put towards an unlimited data plan from Three mobile or another service provider. When I started talking about moving away, Katie asked for my number and called me, I now realise that this was because what she was about to tell me was a pack of lies and she couldn't tell me this via the chat as I would get a copy of that. When I spoke to Katie she said that they were about to launch an all inclusive data package and that I would be able to have it for the same rate I am on now. She would need a manager to authorise this and he would call me back in the morning. I am still waiting for that call. Katie just wanted me to end the chat and she presumably would have marked that as a resolved call. I started another chat today and spoke to Riley - Riley was not interested in helping me at all - he just kept pasting links to the terms and conditions . and offering me data bundles and contract up sells and didn't seem to grasp that I was looking for a resolution to prevent a re-occurrence as I could not afford to spend £140 a month on a single phone contract. What I asked for was for a cap to be put on my account so that when my data allowance was used up I could not spend any more. Vodafone do not do this - most other mobile operators do and I think it is time that Ofcom looked at this practice by Vodafone. I asked for the call to be escalated and it was to a guy called Albert who asked for a few minutes to review the chat ( I am 2 hours in by this point) I am not sure what Albert was reading for the 7 minutes he was away but I am pretty sure it wasn't the chat I had with Riley - eventually when I got him to focus on the issue he, like Riley - pasted a copy of a link to the terms and conditions and tried to up sell me to more expensive packages. Just a note here to Vodafone - I am paying £35 a month already for unlimited calls texts and 1Gb data and I am tied in to a 24 month contract - I have 2 other contracts with Three mobile, for £25 month and I get unlimited data - unlimited texts and 2,000 minutes (5,000 minutes to 3 numbers) oh and in most countries now I can use this bundle without any additional charge so I get unlimited data in most of Europe - I am also only tied in for one month So I explain this to Albert and point out that I would expect some help from Vodafone for my loyalty over the last 10 years - his final offer is that if I take out a data bundle - extra 2 Gb for an extra £10 month he will discount my last data bill by 20% - Wow so for my loyalty I get to increase my monthly spend to £45 and you give me a one off discount from a ridiculously inflated data bill of £20. I think therefore that the message is clear Vodafone DO NOT CARE about their customers, they treat us like idiots , they lie to us, they rip us off on data charges and they do not put in place simple measures that would allow you to control your spend and set limits. Time for Ofcom to act and time for the rest of us to act by moving to a mobile provider that listens to its customers. It will now be cheaper for me to remove the Vodafone sim and replace it with a Three sim with unlimited data and just wait for my Vodafone contract to expire