Vodafone change T&C's (Call charges) - Possible contract get-out??

quailburger

After some repeated banging of my head against vodafone customer service, I thought that I'd let people know if some success I've had.

Since all of my call charges are as a result of calls to the affected non-geographic numbers (my other calls are covered by the inclusive mins), and they are going up by more than 10% then my call charges are also going to be going up by more than 10%.

I telephoned CS and I had the usual lies about not knowing about the T's & C's, followed by being told that it only applies to a 10% increase in my total bill and even the rubbish via email that I had to wait until Octobers bill, but after replying to them restating my point and with the additional threat of the OFT and OFCOM due to the blatant lies and misinfomation they kept spinning me, I finally I got a call the other day from a barely comprehendable chap who, although resistant at first, quickly offered to reduce my 18 month contract to a 12 month one. Since that will mean that my contract will end mid October anyway, I have accepted their offer (and taken it as a personal victory).

I'm fairly sure I could have pushed for instant disconnection, but frankly, it seems like a much cleaner break this way, and I'm not quite ready to sign up to a new tariff yet anyway (spoilt for choice!).

A few tips for dealing with Vodafone. I found the eForum a great place to start off. The Vodafone eForum team are very helpful in general. Also if 191 are doing your head... in try using the contact us form online...and get everything sent to you in an email if possible, as there seems to be a major communication issue with Vodafone and people are being told different things every time they speak to someone. Might come in handy when you need to prove an offer or something.

Sorry for the long post

Chrissybh0y

Finally a letter from vodafone , i opens it with excitment only yo find out its a letter to say " sorry to hear u wanna cancel you contract bla bla 30 days blah blah minimum period dont these morons keep records on there database in my account then i phone up and they hang up on me when i start quoting these t & c's , now im deeply angry why doesnt anyone no there dam " YOU NO WHAT " from there elbow

baldelectrician

Had a call regarding termination of the contract, and some mystical notes on my account;
Called on Friday and was told (and had it confirmed by a manager) that the phone was a free gift and Vodafone should have not asked for the phones back for termination of the contract to take place.
Then asked for the notes for Friday 22nd August to be read out. There were no notes realting to the actual conversation I had where the CSR and the LINE MANAGER and the SENIOR MANAGER on duty were all in agreement that the phones were to be returned.
There WAS a note applied (from someone I had not spoken to) stating the (other) Vodafone opinion that the phone should be returned.

When I mentioned that I had an acutal copy of the call I was told the opinions I had expressed to me were MISTAKEN and what I was being told now was the correct version of the Vodafone mantra.

More random customer service from Vodafone

So, to sum up UNLESS you can prove who said what to you they usually don't leave notes (if they express an opinion not in harmony with Vodafones greater good) and deny all versions of any alleged conversations.

Got confirmation of disconnection today, and they have contadicted themselves again

They have asked me to return the phones (and this has been done)
The phone is not a free gift and part on the contract- thus party to the The Sale and Supply of Goods Act 2004.

They have shot themselves in the foot either way.

1. If the phone is a free gift they should give me them back without prejudice (the cheaper option for them)

2. If the phone is supplied as a part of the contract ALL customers who have a faulty phone will be able to return the phone and RESCIND the contract if the goods become faulty within 6 months.

I will post a copy of the outcome on this site.


So, to sum up UNLESS you can prove who said what to you they usually don't leave notes (if they express an opinion not in harmony with Vodafones greater good) and deny all versions of any alleged conversations.

:mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad:

Chrissybh0y

Lol seems like we are all getting told other storys , i spoke to someone this morning and i conceed, im going to have to wait till octobers bill and discuss it with them then when the changes have kicked it

baldelectrician

Chrissybh0y wrote: »

Lol seems like we are all getting told other storys , i spoke to someone this morning and i conceed, im going to have to wait till octobers bill and discuss it with them then when the changes have kicked it

Why should you have to wait until the changes take effect?

THEIR terms and conditions state that you HAVE TO write to cancel BEFORE changes take effect and the 10% increase is calculated on PREVIOUS usage.

I went to the VF website and downloaded my bill as an excel fle. I then added a new column to the left and calculated what the new call costs would be if the increase had happened on that month.
I was able to prove that when the changes take effect my bill would have increased by 19%

baldelectrician

In regards to our conversation yesterday I am just sending confirmation of the advice given from ourselves regarding the mobile account you had with us. To confirm, the 2 numbers that were active have now been cancelled due to the return of the handsets as agreed on the 19th August with Paul. This cancellation has also been done, again as agreed on the 19th without any early termination fee due to the return of the equipment.
As stated in our conversation the handsets will not be returned to you as they aren’t a free gift they are covered during the duration of the contract, below is the statement confirming this:
The device is provided free of charge at the point of the commitment commencing and is subsidised throughout the course of the commitment, the device belongs to Vodafone until the commitment has expired. The customer can cancel his contract in writing but must return the devices OR pay the early termination fee which would have the effect of the customer paying for the device.
Therefore as the handsets are part of the commitment they are then covered under manufacturers warranty and should a handset develop a fault within this period then we can arrange for the repair of the handset, either via the post or via a retail store, in some circumstances we can arrange for a like for like exchange of a handset as an additional option to the repair process, within 14 days a repair wouldn’t be done it would fall under the 14 day change of mind period but outside this period it then becomes a warranty issue.
I hope this covers everything we discussed, but should you require any further information then drop me a reply and I will get back to you in due course
Regards

discuss...

Radionotme

baldelectrician wrote: »

The device is provided free of charge at the point of the commitment commencing and is subsidised throughout the course of the commitment, the device belongs to Vodafone until the commitment has expired. The customer can cancel his contract in writing but must return the devices OR pay the early termination fee which would have the effect of the customer paying for the device.
Therefore as the handsets are part of the commitment they are then covered under manufacturers warranty and should a handset develop a fault within this period then we can arrange for the repair of the handset

Most of the discussion in this thread is about Vodafone breaching the contract, so I don't believe that this would apply. The t's and c's state that if Vodafone do this you can cancel without penalty, and don't mention any free gifts etc.

However , on looking at the t's and c's, I can't find anything at all about returning the handset, other than within the 14 day period. Plus, if you give your phone to Vodafone for repair, they generally want £20 for the cost of sending it off.

KILOCHARLIE

Sent my email today. Can't believe they've stuck their prices up by that much.

Apparently my local call centre is taking between 700-800 calls a day with people calling up to complain about it!

The phone that came with my contract was sold on ebay when the contract was taken out so they've got no chance of getting that back.

Will let you all know what happens!

el_payaso

This is the letter I recieved from Vodafone today. How is everybody getting such different answers? The arguement has now become a battle of principals with Vodafone and would really haaaate to lose to them.

Good morning ****
Thanks for your email.

I appreciate your concerns regarding the price increase that will taking place with effect from 1st September but I'm sorry to tell you that I won't be able to provide you with a deadlock letter.

Although you may be able to predict that you will be affected significantly and may therefore be able to cancel your account because of this I'm afraid that we're unable to look in to this further until you've been billed for your September usage.

As advised previously if you still have concerns when your October bill arrives please let us know. I'm sorry I can't offer anymore help at this time.

Kind regards

Debbie Backhouse
Vodafone Customer Services

Chrissybh0y

vodafone are telling people diffo things i was told i would be able to keep the handset on everytime ive called up, and wouldnt be allowed to cancell til september (30days notice from then which takes u to 1st oct) then other people are saying the cancelled right away and they had to send the phone back, ive been on the vodafone forums and they say my first response about waitin to review ur bill etc etc , i dont get it think if i held off they would give me the N96 ? :beer: