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  • FIRST POST
    • CaptainO
    • By CaptainO 17th May 17, 1:41 PM
    • 2Posts
    • 0Thanks
    CaptainO
    Vodafone refusing to blacklist lost phone!
    • #1
    • 17th May 17, 1:41 PM
    Vodafone refusing to blacklist lost phone! 17th May 17 at 1:41 PM
    I lost my iPhone whilst on holiday, and despite reporting it lost immediately, and being told that it would be blocked/blcklisted, I've come home to start the insurance claim and find that it hasn't been blacklisted at all. Vodafone are now refusing to do it as I did not buy the phone from them, despite using it on their network the whole time, and it had my vodafone sim in at the time of loss.

    The insurance company are now refusing to pay out as the phone isn't blacklisted, and Vodafone won't budge. Is there any way I can I force them to do it legally?
Page 1
    • mije1983
    • By mije1983 17th May 17, 2:06 PM
    • 2,406 Posts
    • 18,174 Thanks
    mije1983
    • #2
    • 17th May 17, 2:06 PM
    • #2
    • 17th May 17, 2:06 PM
    Contact the WRT as shown in this post

    http://forums.moneysavingexpert.com/showpost.php?p=69919371&postcount=1


    You need to go through Vodafone's complaints procedure before you can take to Ombudsman
    Last edited by mije1983; 17-05-2017 at 2:09 PM.

    • CaptainO
    • By CaptainO 17th May 17, 2:20 PM
    • 2 Posts
    • 0 Thanks
    CaptainO
    • #3
    • 17th May 17, 2:20 PM
    • #3
    • 17th May 17, 2:20 PM
    Thanks for the reply... I'm working my way through all of that already. Spoken to OFCOM, filed the complaint with Vodafone (no joy there). Waiting for a deadlock letter now to take to the Ombudsman.

    I was wondering if Vodafone have any legal obligation to blacklist a handset at the request of their customer?
    • Frozen_up_north
    • By Frozen_up_north 17th May 17, 3:12 PM
    • 942 Posts
    • 391 Thanks
    Frozen_up_north
    • #4
    • 17th May 17, 3:12 PM
    • #4
    • 17th May 17, 3:12 PM
    I was wondering if Vodafone have any legal obligation to blacklist a handset at the request of their customer?
    Originally posted by CaptainO
    In a word, no they don't, as you only had a SIM from them, except they should replace the lost SIM for a nominal charge, perhaps 5.

    How do Vodafone (or any network for that matter) know the phone is yours and that you aren't blocking your mates phone for a laugh?

    You should have registered your phone at:
    https://www.immobilise.com

    I don't know if you can register retrospective losses.
    • molerat
    • By molerat 17th May 17, 3:40 PM
    • 16,240 Posts
    • 10,408 Thanks
    molerat
    • #5
    • 17th May 17, 3:40 PM
    • #5
    • 17th May 17, 3:40 PM
    I would be raising a formal complaint with the insurer. How can your legitimate claim be denied because of the actions of a third party who you have no contract with (for the supply and maintenance of the handset).
    www.helpforheroes.org.uk/donations.html
    • PHK
    • By PHK 17th May 17, 11:02 PM
    • 22 Posts
    • 9 Thanks
    PHK
    • #6
    • 17th May 17, 11:02 PM
    • #6
    • 17th May 17, 11:02 PM
    I would be raising a formal complaint with the insurer. How can your legitimate claim be denied because of the actions of a third party who you have no contract with (for the supply and maintenance of the handset).
    Originally posted by molerat
    Because every mobile insurance I've seen has terms and conditions that require a lost or stolen phone to be blacklisted. As Ofcom regulations say an operator must blacklist an IMEI where the reporting person can prove they own the phone then the complaint is squarely with Vodafone.

    (If there is a history of the handset being used with the SIM - that should be enough to prove ownership)
    • d123
    • By d123 17th May 17, 11:25 PM
    • 6,165 Posts
    • 3,998 Thanks
    d123
    • #7
    • 17th May 17, 11:25 PM
    • #7
    • 17th May 17, 11:25 PM

    (If there is a history of the handset being used with the SIM - that should be enough to prove ownership)
    Originally posted by PHK
    So you using a loan phone from a shop (or someone lends you a phone) for a couple of weeks gives you the unrestricted right to blacklist it?
    Dave
    ====
    • PHK
    • By PHK 18th May 17, 7:49 AM
    • 22 Posts
    • 9 Thanks
    PHK
    • #8
    • 18th May 17, 7:49 AM
    • #8
    • 18th May 17, 7:49 AM
    So you using a loan phone from a shop (or someone lends you a phone) for a couple of weeks gives you the unrestricted right to blacklist it?
    Originally posted by d123
    The decision as to how long the handset would need to have been used is, fortunately, not one we have to decide. The decision is the networks. As far as I know they can use their discretion.

    However, the intention is to err on the side of caution so the proof doesn't have to be strong. So in a way the restrictions on blacklisting are minimal. This is why anyone with the phones IMEI can register it as missing on Report My Loss or Immobilise . This is why we occasionally see posts on here where someone's phone has been blacklisted and is required to present proof of purchase / ownership before it can be un-blacklisted.

    It's an interesting question as I'm not sure the current system is the best possible: If someone says their handset has been stolen, how much should they have to prove before it's blacklisted?
  • Vodafone
    • #9
    • 18th May 17, 11:48 AM
    • #9
    • 18th May 17, 11:48 AM
    Hi CaptainO,

    I'm sorry to hear that you're not having the best of experiences with us at the moment.

    For further help with your account, email us via the form here.

    To access the form you'll need to enter the code WRT135.

    As well as stating your query in the question box, please also quote "MSE Forum".

    Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

    Kind regards,

    Lee

    Social Media CARE

    Vodafone UK
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • pmduk
    • By pmduk 18th May 17, 12:13 PM
    • 7,176 Posts
    • 5,176 Thanks
    pmduk
    I believe that many networks are reluctant to blacklist phones obtained from third parties as there is scope for handsets to be blocked maliciously by third parties.
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