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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.

Horrible experience. All I wanted was to top up my Vodafone sim. First ask to write the number as they gonna send the top up to that number however, it did not arrive straight away they ask you to phone costumer service they then try to blame it on you coz I should not chose the number but instead the voucher which is not given option on the website wtf! Been ask to check on my email to check PIN code but have to register an account and if your not reading it properly you might click the “AUTO TOP UP” pls be careful as it’s a recurring payment. Soo for a simple top up on the other Website this one took me 3 hours to top up.. have to cancel my account after. Never again