Vodafone nightmare and scam!

Fork86

As some may be aware from the Vodafone Retentions thread, I have entered the upgrade period in my 18 month contract and since contacted the upgrade department 'once'.

To cut a long story short, I enquired about a Nokia N97 and was offered an unacceptable deal. The conversation ended with me stating quite clearly that I was unhappy with the offer and would have to consider my options.

I proceeded to make a post on the thread stated above on this forum, and was instructed to contact the Vodafone by Lee from the Vodafone Web Relations Team.

After doing so a few days ago, I just came to notice a reply from the team, and to my horror have been told that I have 'accepted' a deal with the HTC Magic phone after rejecting the N97 offer, and that I have had the phone for over the 7 days return period.

Firstly, there is absolutely no way I had agreed to any new contract, offer or upgrade.

Secondly, I have not received any hand set.

Thirdly, I am extremely angry and anxious.

If it wasn't the unacceptably bad upgrade offer that made me consider jumping off the Vodafone bandwagon, this fiasco has certainly come close to putting the nail in the coffin.

I have emailed the member from the Web Relations Team back about this dilemma, and am hoping Lee from these boards can look into this matter further as I have absolutely no idea how to deal with this situation.

Your advice would be much appreciated!

Fork86

Having just come off the phone with someone from vodafone, they weren't quite sure whether I had apparently taken an upgrade online or over the phone.

What is quite remarkable is when I looked at the option they gave me online, I didn't even give it a second thought. I was being offered under half of the minutes that I currently receive for a far too high amount*, and I closed the window. I don't have any confirmation of any order taken out through the website in my email account and am 110% certain all I did was check what I was being offered online after having called the upgrades department and refusing a bad deal... Nothing more

At the end of my conversation with her, she had told me that my new contract (that I have supposedly had since the 30th of June) has now been 'cancelled' and that I should call tomorrow to enquire about another upgrade or 'consider going elsewhere if I couldn't find a deal I liked'.

It's one shock after the other here.

Either the upgrade section online is faulty and automatically selects an upgrade for you... Or the woman I spoke to on the 30th whose first language was quite clearly not English had mistakenly upgraded me...

Still no answers, and it's becoming quite apparent I may have to take my custom elsewhere as soon as my contract is up.

*(Note, the deal was for a 24 month contract at £25/m, giving 300xnet mins, unlimited texts and unlimited mobile internet with a HTC Magic... I don;t even know if that deal is worse than the one I was offered over the phone!

In comparison, Orange, for under £25/m, are 'now' offering me 1200 xnet mins, unlimited land line calls, 300 texts, and 500MB of data with the Samsung Omnia HD on an 18 month contract. This deal is a million times better, I'm just so shocked Vodafone are giving me such an appauling deal in comparison.

Fork86

Having phoned back Vodafone to make sure my previous contract was reinstated to 750 mins as opposed to 300 mins, I was told that it still hasn't been cancelled.

I proceeded to explain the story AGAIN (for the 6th time), and was put on hold for a while, only to be asked if I knew someone called 'Thomas', as a handset was delivered to this person...!!!!!!

I do not know of any 'Thomas' and am absolutely flabberghasted something like this can happen.

I am now awaiting a call from a manager, I just hope I don't have to wait too long as this has ruined my whole day.

I am counting down the days for my PAC code...

Jon_01

Sounds like either, someone upgraded the wrong acc (typed in one digit wrong and not completed an ID check) or, someone committed fraud on your acc by upgrading and getting a free handset.
Once they've checked the logs they can tell which and take the correct action. . .

Fork86

Jon_01 wrote: »

Sounds like either, someone upgraded the wrong acc (typed in one digit wrong and not completed an ID check) or, someone committed fraud on your acc by upgrading and getting a free handset.
Once they've checked the logs they can tell which and take the correct action. . .

If it couldn't get ANY worse, while still waiting for the manager to call me back, I noticed my SIM has become inactive.

Furious, I have had to call vodafone from my landline and talk to someone only to tell me I've been disconnected (I don't know if that's a good or bad thing at the moment).

Anyway, they have told me my contract has been reinstated to its prior state......

Or so I thought. My mobile was indeed reconnected, but having gone and called 191 and asked about the details of my line, IT IS still the same as the 'illegal upgrade contract' forced upon me.

I am now in queue again. Still no site of the manager...

Jon_01

Getting a manager at the weekend can take age, there are sometimes only one to maybe three or four teams and they go through the calls in order...

Fork86

To the manager's credit (Naggie?), he called me back at around 7:30pm and asked me to explain the situation (AGAIN!!!). I did ask him if he could tell me my situation as they should have a wealth of notes based on the 6 phone calls I made today, but he implored me to describe it in my words.

He apologised and assured me that I am a valued customer, as well as the fact that he had reinstated my previous terms of contract, and went on further to offer me a new deal of 1200 Xnet mins, 300 texts, unlimited land line calls, vodafone passport for £34/m, but made no mention of the length of contract as he sounded like he was in a rush.

I asked whether that deal came with a phone of my choice, and he said all I had to do was phone the upgrades department to state which phone I wanted tomorrow.

I asked him to make a note on the account about his offer, but somehow I don't think it'll be that easy based on my experience today...

Jon_01

A manager WILL note pad everything, you should have no problems tomorrow.

Fork86

Jon_01 wrote: »

A manager WILL note pad everything, you should have no problems tomorrow.

Thanks for your replies Jon! That does fill me with some hope.