Misleading Service – £20 Top-Up Turned Into a Bundle I Never Ordered

I purchased a £20 Vodafone top-up on 18 August 2025 at 12:16 AM through OnTopUp. At the time of purchase, my balance was only £1.70. Hours later, at 3:38 AM, instead of receiving a top-up credit, my account was automatically placed on a £20 Big Value Bundle. I never authorised this and only wanted a normal top-up.

I called customer service four times, costing me a lot of money. Instead of giving me a clear explanation, staff told me the voucher was already “used” and made me dial 2345 repeatedly while they listened in. At times I could hear giggling in the background — very unprofessional.

The bundle eventually appeared, but I never asked for it, and no one explained why my purchase was changed without my consent. This whole process caused stress, wasted hours of my time, and expensive phone charges.

I believe I am not the only one experiencing this, and others should be warned. OnTopUp needs to take responsibility and be transparent with customers instead of misleading them.