Hi all. I'm looking for some advice on behalf of a friend who has a really frustrating situation with Vodafone.

Last week she used a Visa debit card to pay $200 to Vodafone via their app to settle an overdue account that had been placed on a credit block. She has provided me with an Internet banking screenshot and correspondence with Westpac which confirm that the payment was processed. Vodafone are swearing black and blue that they have not received this payment, and the account remains overdue.

It sounds like there was a fault in the payment gateway when the payment was processed as there were a couple of failed attempts before it went through. So, I'm pretty sure that Vodafone's system has failed to receipt it and it will be sitting in a holding account somewhere.

At this point I'm thinking that the options are:

• Initiate a chargeback with Westpac. This isn't ideal as it will probably take some time and she can't have the phone on a credit block in the interim.
• Complain to the TDR. Also a long process, and I'm not sure if they deal with billing disputes?
• Escalate further with Vodafone. I have deliberately avoided tagging in the big man at this point, but this may be the only quick way to get it resolved?

Is there anything else we can do?