still being charged by vodafone at home

iashem

i asked for a mac code at the beginning of july to migrate from vodafone to sky, cs told me to put in a request of cancellation via email or writing which i did via a hyperlink vodafone sent me, i received the mac code and everything ran smoothly my broadband changed at the end of July, last week i received a bill from vodafone saying i had to pay my august broadband now, i then contacted vodafone who said as i hadn't put in a cancellation request in writing i was still liable for billing,vodafone deny all knowledge of receiving my cancellation via email i challenged this and was told to put in another written cancellation request and cancellations would contact me, all i received from vodafone was an email saying your cancellation was in progress. i contacted vodafone yesterday and was told we are still suppling the service you HAVE to pay for it. i challenged this and was told if you dont like it send a letter of complaint.What options are available to me as i dont want to pay vodafone for a service i haven't got.

iashem

vodafone are saying i'm still being provided with they're service so i have to pay for it i have challenged this and got nothing, (I them when was the last time i made a phone call cs said the last call made was on the 23rd july i replied that is it not reasonable to assume i no longer had vodafone broadband at home then he wouldn't reply) i rung again this morning and i should receive a call at mid day, i am not holding my breath according to Ofcom if i am not happy the next course of action is to make a formal complaint to vodafone

Hungerdunger

Are you still under contract to Vodafone? I'm asking because it's an 18 month contract and most people have joined within the last 18 months. If this was the reason they were still charging you I could understand it, but otherwise I agree with Alx B's advice.

rummy

Hi, that's not possible. I'm assuming you are on a BT line? If so, at any one point there can only ever be ONE ISP on a phone line therefore if you say you are with Sky then there is no chance in hell that Vodafone are on your phone line hence are not providing you any service. It means sky is on your phone line.

Secondly, are you paying by credit card or debit card? If it's debit, cancel your direct debit straight away and tell your bank that you no longer authorise for any DD's to be set up by Vodafone, that way if it is done then the bank must pay you back. If it's with credit, dispute it with your credit card company and it is their duty to get that money back from you after 28 days of your dispute. You must show proof that you have asked for a refund.

Thirdly, you say you sent in an email? I hope you have a copy of this email? If so, then forward that back to them and tell them to get their fact rights before they speak.

Another point to add, do you still have the MAC code letter/email or even the actual MAC code itself? If so, give them this and say this is the MAC code you gave me and which worked for me to move to sky. Only the current ISP can issue a MAC code - nobody else, not even BT can generate that for you.

One other thing you could do, just to double check that you actually did successfully migrate over to Sky is to check on this website: http://www.speedtest.net/
Run the test on this website and it will tell you your download/upload speed. It will also tell you who your current ISP is. You can't use that to dispute it with Vodafone but at least you will know for sure you aren't with them and you are in every right not to pay them for a service. Also see if you can get Sky to send a letter to confirm they are your current ISP on whatever number it is.

Finally, as Hungerdunger and AlexB have said to you, I hope you are not in any contract with them. Although saying that though, if at the time of cancellation, they didn't tell you you were going to be charged then they are at fault also and you can try to dispute this especially after the stress they are putting you through now and this is something you can point out as well as their level of service. When they give you a MAC code, they MUST say if there is a cancellation fee. When they also gave you a MAC code, in effect they have given you permission to leave.

Hope this helps.

iashem

my contract has ended i doubled checked this with vodafone before cancelling, i have sent a copy of my latest bill from sky to vodafone as proof i no longer have vodafone as my isp, i still have a copy of the Mac code vodafone provided me with. I also have a letter sky sent to inform me of my transfer of service. I also sent vodafone another copy of the original cancellation email but until i can not get anyone from the cancellations team to talk to me, i have sent a formal complaint to customer service and received an autumatic acknowledgement but nothing else, if i cancel my dd will they just pass the debt on to a debt recovery service? i did a speedtest and my isp came up as Easynet which is Sky

rummy

They can't send it straight to a debt team for recovery that early on. It has to come with at least three warnings, couple of calls. If you've done everything you said then you're at no fault what so ever.

Were the letters you sent in done via email? If so, I'd advise you to print out those letters and write another formal complaint and send it via post through recorded/special delivery. They must respond to you within 10-14 working days. In the letter state they have 14 days to cancel you account which you no longer have and that you will not tolerate any accusations of an account you no longer hold. Tell them if they continue to do this, you will take it to Ofcom and sue them for harrassment if required to do so. Remind them that you are in no contract, they gave the MAC code therefore you are no longer with them.

If after 14 days you still haven't heard from them via letter or responses to email, you'll have to contact Ofcom and ask them to get in touch with Vodafone.

And yes, cancel your direct debit. It will save you the hassel from trying to claim back money later. Remember to say that as of this date, NO more Vodafone payments are authorised. It is then your banks duty to ensure none are set up. Make sure you do this in writing to Vodafone and to your bank saying "As of 20th August, I no longer authorise for any payments to be made via direct debit or any other means to Vodafone. Please ensure my direct debits for this are cancelled."

iashem

i have just found this in vodafones terms and conditions


11.1 If you wish to end the Agreement you may only do so in accordance with paragraph 10.4 or this paragraph 11. You must write to us at Vodafone Limited, PO Box 549, Adderbury, Banbury, OX17 3ZJ. You must provide us with the following information: your name, address and mobile number; your landline number; and (where possible) a brief explanation of why you have decided to end the Agreement.
11.2 Either you or we may end the Agreement at any time by providing the other with 30 days notice in writing.
11.3 You may end the Agreement by giving us notice in writing if we do not do what we have agreed to do under the Agreement and do not put it right within 14 days of being asked by you in writing to do so.
11.4 You may end the Agreement immediately by writing to us if all of the Services are permanently no longer available to you.

I will be contacting vodafone to sort this out