Advice please - Daughter ran up hugh bill

madlyradley

Could anyone offer any advice, my 14 daughter has run up a £470.00 bill with Vodafone. She is type one diabetic and has had a mobile on contract because I worry in case she feels a hypo coming on, in the past she has never gone over contract. Over the last month she was on the phone more but assured me the other person had called her! I have phoned vodafone and they were not very helpful and I came off the phone in tears, I told them that as a single parent I did not have £470.00 to pay them in one lump sum and after messing around he came back to me saying I could pay £240 each month for three months. This is because they also now want me to pay the outstanding contract termination fee, I asked if the phone would still be able to be used for the remainer of the contract and he said they may reconnect it, but it has not been disconnected I replied and repeated my question. He then told me he had already told me once and made me feel like an idiot, I tried to ask again but was told he has a formula to work too!

I just dont know want to do, try to find £470 or end up paying far more over the three months, any suggestions please

melorablack

My brother did that to my mum when he was 14.

She got him a contract phone with Orange, supposed to be £10 a month, the 1st bill turned up and it was £270. My mum still hasn't forgiven my brother!

She had to pay but paid it off in installments and the contract was changed so that it could only receive incoming calls whilst the debt was being paid off. He won't be allowed another one until he can pay for it himself!

hotkee

Are they telling you to cancel the contract or are you asking them to?

I dont think you should be forced to cancel the contract by paying of the outstanding bill in two installments plus the third termination payment.

If they are willing to accept two lots of payments to pay of the £470 and continue the contract as normal, thats your first bit of hope - and that depends if you can afford to make two lots of payments.

I would suggest you write a letter to their customer services - explain the situation you are in and offer to pay of smaller amounts over a longer period. And maybe Vodafone could with some goodwill reduce your bill too at the same time. But put in writing with a follow up call a few days later. Or even better send them an email to their customer services, better than waiting for postal delivery.

There is also a Vodafone forum here http://forum.vodafone.co.uk/ - register on there if you are not already registered - someone from their customer services should pick up your message. Thats in addition to sending an email.

macman

I don't follow this-if you haven't asked them to terminate the contract (which is completely pointless, you'll still pay the same amount, but all at once upfront instead of monthly), why do they expect you to pay the debt and a termination fee? If you come to an arrangement to pay it off then they should continue the contract. The fact that you've gone way over in one month does not mean that you have broken any contract, on what grounds do they want to terminate?
Are you satisfied that the bill is correct, as assuming the contract rate is around £30 per month (you didn't say), that is an incredible amount of excess call time-has she been downoading films on it or something?
Sorry but I don't quite see the relevance of your daughter's diabetes and a contract phone. PAYG phones will still allow 999 calls in an emergency.
Last point-is the contract in your name, or your daughter's (regardless of who pays the bill)? If the latter, then it's not enforceable, as she is a minor and could not legally enter into the contract.

madlyradley

No I didnt ask them to cancel it, all he would say is that is the formula they work too! I guess they now see me as a bad bet for future payments and thats why they want it up front.

As for goodwill judging by the customer service guy I spoke to that is the last thing Vodafone would offer. I did try to email them before I phoned but the reply said they would contact me within 5 days, I could not stand to worry that long, so phoned.

Thanks for the forum idea, I may give it a try.

macman

Is the payment actually overdue yet? If not they can't possibly terminate you-on what grounds-using the phone a lot? Even one late payment would not justify this, regardless of whether it is £40 or £400.
And you have done the right thing by contacting them and trying to come to an arrangement.
I would call them back and try to speak to someone at a higher level.

madlyradley

Contract is in my name.

The monthly tariff £20.00.

We cant call emergency services every time she has a Hypo and she does have extra complications so I wanted to make sure she can get me as she wont always tell other people whats wrong - you know not wanting to seem different.

madlyradley

Its due to be paid on 21st by direct debit. I have an excellent credit rating and have never been late with a payment. I feel so disappointed that I tried to do the right thing and they are unhelpful.

hotkee

madlyradley wrote: »

Its due to be paid on 21st by direct debit. I have an excellent credit rating and have never been late with a payment. I feel so disappointed that I tried to do the right thing and they are unhelpful.

Well you have time to wait for them to contact you and for you to get replies via email or their forum. So chill out - as for your daughter's background - its not relevant as such but you could use it as tool to bargain I guess (but best to avoid emphasizing it too much - people go through things - its life etc.etc.).

The chap you spoke to might have been in a bad mood etc - so a more cheerful person might be better help and not be trying to force you into terminating the contract like that.

McKneff

aside from the Vodaphone problem have there been any consequences for your daughter.

madlyradley

No, I agree I only mentioned it to justify the fact that Im stupid enough to give a 14 year old a contract phone!