Help please with serious problems from Voda-evil

XXXX

spirit wrote: »

I have never had any faith in the CAB to be honest. I went to see the local one some time ago and found them to be completely useless. IMO they were just a few do-gooders who were ill equipped to deal with my questions...

I would not discredit CAB so harshly if I were you, as they are more impartial. At least none of them is an employee of Vodafone.

I had the opportunity to talk to 3 advisers at the CAB on 3 separate occasions, all 3 of them reckoned that Vodafone did something wrong with a case to answer. Can they all be wrong at the same time???

spirit

XXXX wrote: »

I would not discredit CAB so harshly if I were you, as they are more impartial. At least none of them is an employee of Vodafone.

I had the opportunity to talk to 3 advisers at the CAB on 3 separate occasions, all 3 of them reckoned that Vodafone did something wrong with a case to answer. Can they all be wrong at the same time???

You have to speak as you find XXX, I found the CAB not very knowleadgeable and certainly they gave my ex lodger wrong information too. there is a saying that a little knowledge is a dangerous thing and this is the case very often - and not limited to the CAB.

No one at the CAB knows the whole story re your case. If they had they might have given you better advice. I would be very surprised if they thought that Ofcom were wrong too. Like I said, I will help anyone I can but you also have to help yourself.

XXXX

Jon_01 wrote: »

Cashback has nothing to do with the network.

I do not know how many times I have to point out that no one ever asked Vodafone to pay cashback. We all understand it was a lost cause, no point really to defend Vodafone about cashback.

Some important issues here someone is avoiding to answer:
1. When a customer asked for disconnection due to in-affordability, why did Vodafone NOT reply to them straight away? why did Vodafone ignore them and continue billing as if nothing happened?
2.if you are going to charge cancellation fee, why did Vodafone NOT write to me about stopping the services and charging cancellation fee in the same month? why did Vodafone continue billing then charge cancellation fee on top of it months later?
3. Why did Vodafone disrupt the services on the second line again and again when it was fully paid every month. As a consumer, do I have rights for full services while it was fully paid?
4. Why did Vodafone disconnect the second line while it was fully paid every month, then demand for cancellation fee? Why should I be responsible to cancellation fee when it was in fact disconnected by Voda-evil?

I wish Vodafone could provide me with decent answers to the above, instead of bullying customers into submission!

XXXX

spirit wrote: »

No one at the CAB knows the whole story re your case.

Now you think you even know better about my case with CAB? Miracle!

I can confirm that you work for Vodafone, and everyone here now knows you are masquerading a stooge from Vodafone. It is a free country, NO one would stop you from coming here, just that we now all know you are not just representing yourself.

It is nothing wrong to have a stooge in a forum to defuse problematic issues, but only in a constructive manner. Keep discrediting others helps no one but inflaming the problems. :A

XXXX

spirit wrote: »

i don't see how you consider this bullying?

Don't you think you are getting too personal now? No one asks you to defend Vodafone here in the forum. Ask Vodafone to write to me about my unanswered questions if you truly wish to be helpful. OK.

In case I have not mentioned, in fact last week was the first time I have ever received a breakdown billing with a letter from Vodafone for the total payment demand they keep demanding, and these bills are still largely incomplete with missing invoices. That is why for such a long time I have not been able to be in a position to dispute the charges. Without them I am afraid I am still unable to do so without a full picture.

sporedude

spirit wrote: »

to XXXX

1. You e-mailed them on 18/11/07 @ 10.40 saying that coolnewmobiles had gone bust therefore you couldn't afford the phone. At 10.41 they sent you a mail back explaining that you were still in contract and if you cancelled early you would be charged early termination fees.not what i would call ignoring you and continuing to bill regardless. On the 20th at 12.48 you mailed back thanking them for their reply. You go on to say that CNW had gone bust so how does Vf expect you to pay. I thought you said you realised that vf have nothing to do with cashback sites.

You mailed in again on the 21st @ 19.40 saying that as the cashback co had failed you were unable to make payments and would not have taken out a contract without cashback as you wouldn't have been able to afford it. you go on to ask them not to charge you in the circumstances.

On 21st you were mailed back giving you £10 goodwill credit.

On the 23rd you were given half price line rental til the end of the contract (we still not bending over backwards to help you?)

On the 26th you call in again complaining about cashback.

26/12 letter sent to you requesting payment.

2/1/08 account suspended for no contact and no payment. I have answered this for you before but if the bills are not paid, then the WHOLE ACCOUNT will be barred.

14/1/08 you were advised over the phone that the 2 phones were billed separately on the same account number and that you are liable for both accounts. in the same call you were advised to contact Trading Standards re the cashback site.

19/2 you went into your local store where you told them you would stop payments if you could not have one of your numbers contract cancelled and the outstanding debt written off.

can you now see how you have ended up where you are today?

i don't see how you consider this bullying?

Normally if a bill goes unpaid, then the contract will be auto cancelled and the ETF is added ontop of what is owed, Dunno bout VF but with T-mob after 90 days the customer is then liable for the ETF as well as the outstanding balance.

Jon_01

I do not know how many times I have to point out that no one ever asked Vodafone to pay cashback. We all understand it was a lost cause, no point really to defend Vodafone about cashback.

Ok, I misunderstood that bit somehow?

Some important issues here someone is avoiding to answer:
1. When a customer asked for disconnection due to in-affordability, why did Vodafone NOT reply to them straight away? why did Vodafone ignore them and continue billing as if nothing happened?

OK, unlike spirit I don't work for Voda, but. If you've signed a contract your bound by it. I hope you'll accept that at face value. A network (any network) may consider revising the terms in some circumstances. But both parties have to agree. If you wrote to Voda they will have a turnround time. All the networks get 1000's of letters a day, it takes time to go through all that post

2.if you are going to charge cancellation fee, why did Vodafone NOT write to me about stopping the services and charging cancellation fee in the same month? why did Vodafone continue billing then charge cancellation fee on top of it months later?

If your being disconnected due to none payment they don't need to write to you. If every person being disconnected was written to it would just give 'some people' even more time to use a service that they had no intention to pay for (not in your case, I'm not implying that for a moment).

3. Why did Vodafone disrupt the services on the second line again and again when it was fully paid every month. As a consumer, do I have rights for full services while it was fully paid?

If both lines are on the same acc and one hasn't been paid for the account is stopped, simple as that.

4. Why did Vodafone disconnect the second line while it was fully paid every month, then demand for cancellation fee? Why should I be responsible to cancellation fee when it was in fact disconnected by Voda-evil?

See above.

I wish Vodafone could provide me with decent answers to the above, instead of bullying customers into submission!

Do you mean by bullying, telling you they can't/won't do what you want ? They're a business and sticking to the letter of the contract I would think.

Those of us that try to help on this forum do so because we think we can help, there's no point in anyone telling you just want you want to hear, that not going to help anyone.
If spirit say she's done everything she can, I would imagine she's put her self out to help you. She's one of the most proffesional people on here. If the answer isn't what you want to hear there's nothing anyone can do about that...

spirit

Jon_01 wrote: »

I do not know how many times I have to point out that no one ever asked Vodafone to pay cashback. We all understand it was a lost cause, no point really to defend Vodafone about cashback.

Ok, I misunderstood that bit somehow?

Some important issues here someone is avoiding to answer:
1. When a customer asked for disconnection due to in-affordability, why did Vodafone NOT reply to them straight away? why did Vodafone ignore them and continue billing as if nothing happened?

OK, unlike spirit I don't work for Voda, but. If you've signed a contract your bound by it. I hope you'll accept that at face value. A network (any network) may consider revising the terms in some circumstances. But both parties have to agree. If you wrote to Voda they will have a turnround time. All the networks get 1000's of letters a day, it takes time to go through all that post

2.if you are going to charge cancellation fee, why did Vodafone NOT write to me about stopping the services and charging cancellation fee in the same month? why did Vodafone continue billing then charge cancellation fee on top of it months later? the (automated) collections letters do state that you risk having your account suspended if payment not received - standard letters, not one made up for individual customers. Standard procedure followed here.

If your being disconnected due to none payment they don't need to write to you. If every person being disconnected was written to it would just give 'some people' even more time to use a service that they had no intention to pay for (not in your case, I'm not implying that for a moment).

3. Why did Vodafone disrupt the services on the second line again and again when it was fully paid every month. As a consumer, do I have rights for full services while it was fully paid?

If both lines are on the same acc and one hasn't been paid for the account is stopped, simple as that. correct

4. Why did Vodafone disconnect the second line while it was fully paid every month, then demand for cancellation fee? Why should I be responsible to cancellation fee when it was in fact disconnected by Voda-evil?

See above. correct

I wish Vodafone could provide me with decent answers to the above, instead of bullying customers into submission!

Do you mean by bullying, telling you they can't/won't do what you want ? They're a business and sticking to the letter of the contract I would think. this is the crux of the matter, the OP didn't get what they wanted.

Those of us that try to help on this forum do so because we think we can help, there's no point in anyone telling you just want you want to hear, that not going to help anyone. exactly. If there was anything I could have done then I would. this had gone too far though with the OP ignoring collection letters and also the one from Ofcom - they too didn't say what they wanted to hear.
If spirit say she's done everything she can, I would imagine she's put her self out to help you. She's one of the most proffesional people on here. If the answer isn't what you want to hear there's nothing anyone can do about that...

thank you jon01.:beer: yes i have put myself out. i do it because from time to time voda does louse up and i'm only too happy to advise what to do at the very least. .

gjchester

XXXX

I'd been following this with interest as I suspected it was CNM and not wishing to get too involved but Spirit is right and so are you.

Your correct in saying Vodafone do not owe you cashback.
Spirit is right the contract is nothing to do with cashback.
Why are you trying to link the two?


I had a contract with CNM and I lost out too, I was paying £35 a month and saw nothing of the cashback. I've taken out cashbacks before and since and know they are not guaranteed, so why risk talking them out if you cannot afford to pay them if the worse happens. I read the terms and conditions that made abundantly clear I was signing a binding 12 month contract with Vodafone. I also called Voda after CNM and to be honest tried it on with the same story, I didn't expect much but I was suprised they offered me half price line rental so took that. It was purely a good will gesture, I knew they were well within their right to say no, you had to keep paying the £35 a month.

My point is you are right the cashback is nothing to do with Voda, so why do you expect Voda to write off your bill, your cashback claim status is nothing to do with them, it's your lookout if you took out a contract you could not afford.

Should someone make cashback claims more reliable, maybe, should people read all the terms and conditions rather than clicking the I agree box, probably we all do it from time to time, but railing against Voda who had nothing to do with the cashback, either the offering of it or the promotion of it is not really the answer.

Being rude to Spirit isn't a help either, She has looked in to your account and tried to help. Unfortunatly it looks like you left it hoping it would go away and it escalated, and you probably now have a poor credit record and that may be the worse outcome of this case.

gjchester

XXXX wrote: »

Now you think you even know better about my case with CAB? Miracle!

CAB should have known better, you had a contract with Vodafone, the cashback was a seperate contract with the retailer. Despite the fact you took them out together they are not linked (just like your airtimne contract and the contract to supply the shiney new phone you got are not linked although you take them out at the same time) and I cannot see why the CAB would have advised you to go to the regulator, sorry but there is simply no case for Voda to answer.

CAB OFTEN give out advice that is misleading, wrong or out of date. Twice I've been advised one thing when I knew the answer was something else, and I had actually gone in trying to get more information on what I already knew. In the end what they said was just wrong and I gave up, went and looked the information up in the library.

They can get things right I'm sure but not in my experience.