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  • FIRST POST
    • jd93
    • By jd93 12th Oct 16, 11:42 PM
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    jd93
    Vodafone Nightmare- 10x my bill
    • #1
    • 12th Oct 16, 11:42 PM
    Vodafone Nightmare- 10x my bill 12th Oct 16 at 11:42 PM
    Please see my complaint below, I feel massively ripped off and I'm struggling financially because of it.

    I am writing to complain about my recent bill and treatment from your team. I was recently shocked to find that I had £88.40 taken from my bank account for charges from Vodafone. My current bill is £9.00 a month including 1000 minutes a 3GB of data and unlimited texts. The money was taken from my account without any warning leaving me in my overdraft leaving me with gross bank fees and unable to pay my day to day bills. I cannot afford this cost.



    I had unknowingly gone over my allowance by 132 minutes costing £79.40. I regularly check my Vodafone app and would never knowingly go over my minutes, especially if I had been aware of the extortionate cost. In addition have been charged going over my data allowance which again I checked and turned by data off to ensure this wouldn’t happen. I didn’t receive any notification at all to say I’d gone over my allowance and couldn’t even check as I turned off my data to stop this happening.



    I feel that charging £88.40 or 10 times my monthly bill of £9 a month for 1/10th of my usual 1000 minute (for 1 month) allowance is completely unjustified and unreasonable. If this was a bank charge this would be illegal, this is taking advantage of a customer. I am shocked and appalled that Vodafone would charge me this figure without letting me know, causing me huge financial issues. I have had no warning that I went over my allowance and no warning that such a fee would be taken from my bank account. I simply can’t afford £90 worth of cost, which is why I opted for £9 a month deal.



    I have spoken to one of your advisors who completely dismissed me and told me “tuff luck”. As a ‘valued’ customer I feel that I have been treated awfully and completely taken advantage of leaving me with no way to turn but to ask you to please remove this gross cost from my account. Your customer service has been appalling and caused me further stress and time wasted. If you value my custom at all please deal with this matter, I really can’t afford this unexpected cost.



    If this matter is not dealt with I will be taking this to the Ombudsman Services Communications and will also forward this on to the Ofcom.



    Yours Sincerely
Page 1
    • forgotmyname
    • By forgotmyname 12th Oct 16, 11:53 PM
    • 23,323 Posts
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    forgotmyname
    • #2
    • 12th Oct 16, 11:53 PM
    • #2
    • 12th Oct 16, 11:53 PM
    Without any warning? What about your monthly bill?

    £79.40 for 132 minutes? Thats in excess of the current rate?

    The vodafone app is not 100% upto date, it used to say it maybe 3 days behind. Not sure if it still does?

    Unjustified and unreasonable? Those are the charges so excessive maybe but you agreed to them.

    You turned off your data to prevent yourself going over your call allowance?
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • jd93
    • By jd93 13th Oct 16, 12:05 AM
    • 8 Posts
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    jd93
    • #3
    • 13th Oct 16, 12:05 AM
    • #3
    • 13th Oct 16, 12:05 AM
    i dont get a monthly bill sent to me, the only way would be to check online every month.

    That is in addition to my £9 a month rate.

    It may not have been up to date clearly.

    If this was a bank loan the government would call it excessive and regulate, how can a company charge an excessive fee and not be regulated. Basically ripping off customers where possible.

    Data was turned off to stop going over the data allowance, which somehow I did, not possible.

    10x the 9 pounds for 1/10 the normal minute allowance, that is exvessive and unjust. This has to be regulated.
    • jd93
    • By jd93 13th Oct 16, 12:06 AM
    • 8 Posts
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    jd93
    • #4
    • 13th Oct 16, 12:06 AM
    • #4
    • 13th Oct 16, 12:06 AM
    I checked my account today, overdraft fee and a £90 bill with no warning.
    • Jon 01
    • By Jon 01 13th Oct 16, 6:41 AM
    • 4,799 Posts
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    Jon 01
    • #5
    • 13th Oct 16, 6:41 AM
    • #5
    • 13th Oct 16, 6:41 AM
    The out of bundle charges are detailed in their website, it's not like they keep them secret.

    You admit you've gone over, so why do you feel you've should be treated differently to everyone else that exceeds they're monthly allowance?
    • glentoran99
    • By glentoran99 13th Oct 16, 7:27 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    • #6
    • 13th Oct 16, 7:27 AM
    • #6
    • 13th Oct 16, 7:27 AM
    i dont get a monthly bill sent to me, the only way would be to check online every month.

    That is in addition to my £9 a month rate.

    It may not have been up to date clearly.

    If this was a bank loan the government would call it excessive and regulate, how can a company charge an excessive fee and not be regulated. Basically ripping off customers where possible.

    Data was turned off to stop going over the data allowance, which somehow I did, not possible.

    10x the 9 pounds for 1/10 the normal minute allowance, that is exvessive and unjust. This has to be regulated.
    Originally posted by jd93


    you get an email when your bill is ready
    • mobilejunkie
    • By mobilejunkie 13th Oct 16, 7:55 AM
    • 7,055 Posts
    • 2,149 Thanks
    mobilejunkie
    • #7
    • 13th Oct 16, 7:55 AM
    • #7
    • 13th Oct 16, 7:55 AM
    If you don't bother to check the bills when they are on-line you only have yourself to blame - just as you do for exceeding your bundle for minutes. What they charge is NOT 10x times the normal charge. If you did not pay for a set bundle the charges would no doubt have been similar for the "in-bundle" minutes. I won't get into the bank charges comparison - it's irrelevant and a separate argument (which I also have little sympathy for).

    If you aren't able to stay within your bundle either:-

    A) buy a larger bundle
    B) don't complain when you are charged the agreed costs for exceeding it, or
    C) don't agree to a contract in the first place.

    I wouldn't bother with the Ombudsman.
    • jd93
    • By jd93 13th Oct 16, 8:06 AM
    • 8 Posts
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    jd93
    • #8
    • 13th Oct 16, 8:06 AM
    • #8
    • 13th Oct 16, 8:06 AM
    I've never been notified that I have had a bill from vodafone, ever.

    I have been charged 1000% of my monthly fee for going 10% unknowingly over my allowance. How is this not excessive? If this were any other fee say a pay day lender, people would be up in arms !

    Without internet on my phone I could not have known In any way that I had gone over my allowance and has now put me in financial difficulty. You may not have sympathy and it is very easy to sit on your perch when you could absorb such a cost. I however bought a £9 plan as I simply cannot affort a £ 90 phone bill, or 2 days salary.

    It is very short sighted of you to have no sumpathy, even for pay day lenders.
    • glentoran99
    • By glentoran99 13th Oct 16, 8:10 AM
    • 3,718 Posts
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    glentoran99
    • #9
    • 13th Oct 16, 8:10 AM
    • #9
    • 13th Oct 16, 8:10 AM
    I've never been notified that I have had a bill from vodafone, ever.

    I have been charged 1000% of my monthly fee for going 10% unknowingly over my allowance. How is this not excessive? If this were any other fee say a pay day lender, people would be up in arms !

    Without internet on my phone I could not have known In any way that I had gone over my allowance and has now put me in financial difficulty. You may not have sympathy and it is very easy to sit on your perch when you could absorb such a cost. I however bought a £9 plan as I simply cannot affort a £ 90 phone bill, or 2 days salary.

    It is very short sighted of you to have no sumpathy, even for pay day lenders.
    Originally posted by jd93

    You need to get a away from your comparison with charges from banks and pay day lenders its not helping your case,


    You signed up for an allowance, were made fully aware of the charges for going over the allowance. There are counters on most phones you can reset to monitor your usage. Its your reponsibility not vodafones, Rather that going in all guns blazing your best bet would be to appeal to them, "as a good customer" "unwittingly over used" yadda yadda, and as a gesture of good will they might help, they have for me in the past, you go on demanding something you have no chance, They haven't hidden costs, these aren't anything like bank charges etc, they are set price for a service, which you agreed to pay


    as for not getting a bill you would need to be checking your email address and junk mail box etc as they send an email every month


    even this site has highlighted the charges


    http://www.moneysavingexpert.com/news/phones/2016/06/vodafone-to-increase-out-of-allowance-costs-next-month---but-you-may-be-able-to-dodge-the-hikes




    you spent over two hours over your allowance as well as over data
    Last edited by glentoran99; 13-10-2016 at 8:14 AM.
    • glentoran99
    • By glentoran99 13th Oct 16, 8:15 AM
    • 3,718 Posts
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    glentoran99
    In all honesty if you cant monitor your own usage you would be better on PAYG
    • jd93
    • By jd93 13th Oct 16, 8:18 AM
    • 8 Posts
    • 0 Thanks
    jd93
    bank charge or pay day lender is a fixed charge and arent hidden. They were considered excessive and caused people financial difficulty.

    This seems almost identical but instead of a loan it is a minutes allowance. I agree, my ownly chance is to hope for a good will gesture and I will never shop with vodafone ever again, I simply cant afford it hence why I purchased a £9 a month deal.

    Its like enticing you in with a low package then massively charging you for unknowingly going over your limit with no sympathy. Seems very unethical....with a tory government I suppose more of this should be expected.
    • glentoran99
    • By glentoran99 13th Oct 16, 8:21 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    bank charge or pay day lender is a fixed charge and arent hidden. They were considered excessive and caused people financial difficulty.

    This seems almost identical but instead of a loan it is a minutes allowance. I agree, my ownly chance is to hope for a good will gesture and I will never shop with vodafone ever again, I simply cant afford it hence why I purchased a £9 a month deal.

    Its like enticing you in with a low package then massively charging you for unknowingly going over your limit with no sympathy. Seems very unethical....with a tory government I suppose more of this should be expected.
    Originally posted by jd93

    They were an extra charge though, not a cost for using a service, you haven't been hit with a fee or a charge, You have been billed for something you used, and agreed the price of in advance, its totally unrelated.


    I keep saying unknowingly? Wasn't it you that used it?
    • Stevie Palimo
    • By Stevie Palimo 13th Oct 16, 8:24 AM
    • 2,860 Posts
    • 4,087 Thanks
    Stevie Palimo
    I've never been notified that I have had a bill from vodafone, ever.

    I have been charged 1000% of my monthly fee for going 10% unknowingly over my allowance. How is this not excessive? If this were any other fee say a pay day lender, people would be up in arms !

    Without internet on my phone I could not have known In any way that I had gone over my allowance and has now put me in financial difficulty. You may not have sympathy and it is very easy to sit on your perch when you could absorb such a cost. I however bought a £9 plan as I simply cannot affort a £ 90 phone bill, or 2 days salary.

    It is very short sighted of you to have no sumpathy, even for pay day lenders.
    Originally posted by jd93

    First and foremost as explained above you have agreed to the terms and conditions thus meaning that when you go over the allocated allowance that you have there will be further charges that you incur, This is nothing like loans and other services as basically you have gone way over the allowed limit of calls and been charged for it.

    Any additional costs you have suffered will be down to yourself and I am a Vodafone and have been for many years and always get a notification of my monthly bill so that I can log in and check, I did go way over my allowance a long time ago now and was billed an extra charge above my bill, I called them up as I was unsure about first of all and after they went through it they then agreed to credit back 50% to me, I do however have three monthly contracts running with them so that may have influenced things slightly, I was polite to and this helps every time.

    Extra charges with Vodafone here will be at there own discretion as to refunding you anything, Likely scenario is that any thing offered back will go back on your account though, Bank charges for overdraft x 90.00 would suggest numerous missed direct debits at least and Vodafone will not pay you for these.

    I will add one final part here and feel free to take it either way but if you really need sympathy then I suggest you go to an older relative for tea and cake as this is a public forum whereby people will give good, bad and constructive to point the advice that may not be to everyone's taste, I am only making this point clear to you in the hopes that you see there is a bigger picture when seeking advice online.
    Last edited by Stevie Palimo; 13-10-2016 at 8:26 AM.
    " I refuse to censor myself because it may offend someone. If you don't like me that's ok, I don't need your approval. "
    • jd93
    • By jd93 13th Oct 16, 8:49 AM
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    jd93
    First and foremost, thank you for your input and when do you think vodafone will undertake the procedure to take a pound of flesh from nearest my heart? Friday?

    (Text removed by MSE Forum Team)
    Last edited by MSE ForumTeam5; 13-10-2016 at 8:59 AM. Reason: Language
    • Ian011
    • By Ian011 13th Oct 16, 8:51 AM
    • 1,347 Posts
    • 704 Thanks
    Ian011
    Is there an automated number you can call or query to check allowances? Always use that method as apps (from all mobile providers) are notorious for being hours or even days behind reality, telling you you have allowance remaining when you do not.

    As for the cost, it's usually around 50p per minute once you exceed your allowance (Vodafone is 55p per minute). Always get the next package up from your normal usage to ensure you never ever exceed your allowance.
    • jd93
    • By jd93 13th Oct 16, 8:55 AM
    • 8 Posts
    • 0 Thanks
    jd93
    Thank you Ian for your reply, I agree in future I need to find a more accurate way of checking my allowance and yes this is the first time I have ever gone over my allowance, I'm usually very careful.
    • Stevie Palimo
    • By Stevie Palimo 13th Oct 16, 9:00 AM
    • 2,860 Posts
    • 4,087 Thanks
    Stevie Palimo
    First and foremost, thank you for your input Shylock and when do you think vodafone will undertake the procedure to take a pound of flesh from nearest my heart? Friday?

    I will add one final part here and feel free to take it either way bit does it give you great satisfaction knowing that someone who cannot afford a large charge gets into financial difficulty and then replying on their thread, then I suggest you go to an older relative and perform fellatio, I am only making this point clear to you in the hopes that you see the bigger picture when replying online.

    " I refuse to censor myself because it may offend someone. If you don't like me that's ok, I don't need your approval. "
    Originally posted by jd93


    Okay I give up and will tell you the advice you wish to hear :-

    Call Vodafone back Today on the main number and explain this very calmly to them as to the exact situation here.

    Vodafone will then put the £90.00 you have been charged plus the £90.00 additional charges for your OD in your bank within 10 minutes and to assist you all the more for the trauma you have experienced will also pay you damages amounting to approx. £500.0000 for this horrible life changing problem.

    You came onto a forum to rant about a situation and have been told clearly that it will not matter what you say as you have gone over the allowed minutes so charges can be applied as per agreement, I then stated my issue and was polite when I rang them and had some credited back although it was on my account.

    (Text removed by MSE Forum Team)
    Last edited by MSE ForumTeam5; 13-10-2016 at 12:55 PM. Reason: Personal abuse
    " I refuse to censor myself because it may offend someone. If you don't like me that's ok, I don't need your approval. "
    • zagfles
    • By zagfles 13th Oct 16, 9:01 AM
    • 11,113 Posts
    • 9,135 Thanks
    zagfles
    bank charge or pay day lender is a fixed charge and arent hidden. They were considered excessive and caused people financial difficulty.

    This seems almost identical but instead of a loan it is a minutes allowance. I agree, my ownly chance is to hope for a good will gesture and I will never shop with vodafone ever again, I simply cant afford it hence why I purchased a £9 a month deal.

    Its like enticing you in with a low package then massively charging you for unknowingly going over your limit with no sympathy. Seems very unethical....with a tory government I suppose more of this should be expected.
    Originally posted by jd93
    Yeah cos the mobile companies never ripped people off under Labour

    Seriously though, you are right, it's scandalous. Charging about 100x the package rate for going a bit over is a total rip-off. It's like a restaurant charging you £100 for a coffee after your meal, or a pub charging you £300 for a pint.

    Obviously all the sanctimonious "you agreed to the charges, you should have checked" crowd would always check the restuarant menu for the price of coffee before ordering, and would always check the bar tariff before ordering a pint in a pub. Rather than stupidly assuming it will be reasonable and not a total rip-off.

    Go PAYG, it's far safer. Or at least get a capped contract - not sure if Vodafone do these but others do - but make sure it's properly capped with NO exclusions.
    • jd93
    • By jd93 13th Oct 16, 9:05 AM
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    jd93
    Thank you Zagfles I thought I was the only person that thought this might be a tad excessive for going a bit over ! haha

    I've asked if they can limit my usage, they cant apparently. Set up to fail really and I guess this is how you make billions of pounds in profit, while really upsetting your customers. What a lovely company.
    • Frozen_up_north
    • By Frozen_up_north 13th Oct 16, 9:21 AM
    • 677 Posts
    • 261 Thanks
    Frozen_up_north
    I've asked if they can limit my usage, they cant apparently. Set up to fail really and I guess this is how you make billions of pounds in profit, while really upsetting your customers. What a lovely company.
    Originally posted by jd93
    Ditch Vodafone, other networks have spending caps. Three have a zero overspend cap (basically it's on or off, users can turn it on/off themselves via the Three web site), Tesco Mobile have caps too, not sure how it's set as we are Three contract customers.
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