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  • FIRST POST
    • jd93
    • By jd93 12th Oct 16, 11:42 PM
    • 8Posts
    • 0Thanks
    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 2
    • zagfles
    • By zagfles 13th Oct 16, 9:30 AM
    • 11,113 Posts
    • 9,135 Thanks
    zagfles
    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.
    Originally posted by jd93
    It's like excessive roaming charges, and charges when phones are stolen and thieves run up hundreds or thousands in premium rate charges. It's frighenting how many people don't have PIN codes on their SIM and phone, both of which are essential if you have a contract. Having no PIN is like having a bank card with no PIN, a thief could probably spend as much or more on a stolen mobile than they could with a stolen credit card with the PIN number written on it.

    Things have impoved on both those fronts over the last 5 years or so, there's a cap on liability assuming you jump through the right hoops in time, and the EU have stopped the roaming rip-off at least in the EU. Though with Brexit this might come back...
    • glentoran99
    • By glentoran99 13th Oct 16, 9:30 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    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.
    Originally posted by zagfles

    You mean you don't? fancy coming to my friends restaurant for dinner?
    • zagfles
    • By zagfles 13th Oct 16, 9:53 AM
    • 11,113 Posts
    • 9,135 Thanks
    zagfles
    You mean you don't? fancy coming to my friends restaurant for dinner?
    Originally posted by glentoran99
    Of course I do. I've been educated by MSE forumites. I always ask the price when a waiter asks me if I want a coffee at the end of a meal. And I'll never order a pint in a pub without checking the bar tariff first. Only a complete idiot would buy something without checking the price first, surely?
    • glentoran99
    • By glentoran99 13th Oct 16, 10:11 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    Of course I do. I've been educated by MSE forumites. I always ask the price when a waiter asks me if I want a coffee at the end of a meal. And I'll never order a pint in a pub without checking the bar tariff first. Only a complete idiot would buy something without checking the price first, surely?
    Originally posted by zagfles

    You might not ask before you order, but you would certainly know before you drink it


    If not fancy going out for a wee rum


    http://www.mcepublicrelations.com/news/read/47/the-merchant-hotel-serves-up-worlds-oldest-rum-cocktail


    its nowhere near the same thing anyway, You don't sign a contract without knowing what you are agreeing to, that's just asking for problems, and then trying to blame them for not telling you, when they have, is just adding to the issue
    • zagfles
    • By zagfles 13th Oct 16, 10:31 AM
    • 11,113 Posts
    • 9,135 Thanks
    zagfles
    You might not ask before you order, but you would certainly know before you drink it


    If not fancy going out for a wee rum


    http://www.mcepublicrelations.com/news/read/47/the-merchant-hotel-serves-up-worlds-oldest-rum-cocktail
    Originally posted by glentoran99
    Oh, so if you just walk in off the street and ask for a "rum and coke" they'll serve that one up will they? They've obviously learnt from mobile companies.
    its nowhere near the same thing anyway, You don't sign a contract without knowing what you are agreeing to, that's just asking for problems, and then trying to blame them for not telling you, when they have, is just adding to the issue
    Yeah obviously you memorise their entire tariff list before signing up to any contract, or if your memory's not that good take a copy with you and check it before making any calls. Don't make any assumption of reasonableness in the price.

    And obviously when installing or updating any software on your PC you'll always read the licence agreement. After all you could end up becoming Bill Gates' towel boy

    http://dilbert.com/search_results?terms=Towel+Boy
    • glentoran99
    • By glentoran99 13th Oct 16, 10:34 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    Oh, so if you just walk in off the street and ask for a "rum and coke" they'll serve that one up will they? They've obviously learnt from mobile companies. Yeah obviously you memorise their entire tariff list before signing up to any contract, or if your memory's not that good take a copy with you and check it before making any calls. Don't make any assumption of reasonableness in the price.

    And obviously when installing or updating any software on your PC you'll always read the licence agreement. After all you could end up becoming Bill Gates' towel boy

    http://dilbert.com/search_results?terms=Towel+Boy
    Originally posted by zagfles
    they will certainly ask you which rum, varying in price (the normal ones) from £3.90 - £8.00, I would certainly be aware that I would be charged going over my allowance, So would make sure I knew before spending two hours on the phone being charged.


    and yet again your comparing apples and pears, the OP signed a credit agreement with Vodafone, and allowed then to set up a direct debit this isn't the same as clicking the terms and conditions on a software update


    If im going to allow someone to take money from my bank account I sure as hell am going to know the cost or at the very least pay attention to the bill so if I don't agree they wont be taking the money without a query.


    in your coffee and dinner examples if you were overcharged you would query the bill before you paid, you wouldn't pay then complain on an online forum blaming them
    Last edited by glentoran99; 13-10-2016 at 10:41 AM.
    • zagfles
    • By zagfles 13th Oct 16, 11:25 AM
    • 11,113 Posts
    • 9,135 Thanks
    zagfles
    they will certainly ask you which rum, varying in price (the normal ones) from £3.90 - £8.00, I would certainly be aware that I would be charged going over my allowance, So would make sure I knew before spending two hours on the phone being charged.


    and yet again your comparing apples and pears, the OP signed a credit agreement with Vodafone, and allowed then to set up a direct debit this isn't the same as clicking the terms and conditions on a software update


    If im going to allow someone to take money from my bank account I sure as hell am going to know the cost or at the very least pay attention to the bill so if I don't agree they wont be taking the money without a query.


    in your coffee and dinner examples if you were overcharged you would query the bill before you paid, you wouldn't pay then complain on an online forum blaming them
    Originally posted by glentoran99
    Oh so it's because the money was already taken is it? So if he'd got the bill but not yet paid he'd have a valid complaint would he
    • glentoran99
    • By glentoran99 13th Oct 16, 11:39 AM
    • 3,718 Posts
    • 2,575 Thanks
    glentoran99
    Oh so it's because the money was already taken is it? So if he'd got the bill but not yet paid he'd have a valid complaint would he
    Originally posted by zagfles
    I never said it would be valid, but he wouldn't have had the additional bank charges to deal with then would he?
    • ringo_24601
    • By ringo_24601 13th Oct 16, 11:52 AM
    • 16,110 Posts
    • 25,653 Thanks
    ringo_24601
    I regularly check my Vodafone app and would never knowingly go over my minutes
    .
    But you obviously don't, or you'd have noticed yourself getting precariously close to your allowance of 1000 minutes. Also, Vodafone send you SMS alerts if you are getting near to your data limit (I'm with them too).

    Look, mobile phone bills aren't a new thing. If you hadn't checked the prices of calls over your allowance, then you probably shouldn't be signing up to a contract.

    You're going to need to get some monitoring apps installed to save yourself. It's a tough and expensive less to learn, and vodafone might be nice and refund you, but it's grown-up responsibility owning a phone on a contract.
    • Gambler101
    • By Gambler101 13th Oct 16, 12:10 PM
    • 62 Posts
    • 123 Thanks
    Gambler101
    OP with respect stick to payphones mate.
    The instructions on the box said 'Requires Windows 7 or better'. So I installed LINUX
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