Vodafone Mis-sells contract then ignores complaints.

Lucy607

Hi, I have recently been having some major problems with Vodafone as outlined in this message I sent them via their forum (which was deleted after a few minutes of posting).

I am a single mother who due to unfortunate circumstances has a small income via benefits and a young baby to care for, I have no need for a contract yet I find it hard to say no under pressure and so allowed a man from phones4u to sell me a contract last year. I have struggled at times to pay this whilst providing for myself and my son and I think it is fair to say that there would obviously be no need for me to have two contracts, which leads to my dilemma.

I have been receiving calls from 08452453200 for a while now trying to sell me upgrades to my contracts etc, I never responded to this cold calling from Vodafone. This carried on until my son managed to break the keys on my phone and so when this number next called and offered to lower my bill due to VAT changes if I also changed my number I accepted, after talking to another agent I got my bill down to 20GBP for 12 months with a new handset, it was made clear by both the agent working for vodafone and myself that this would be an upgrade to my existing contract,.. great I thought.

So in good time I received my new handset (yet no paper contract) and I started to use my new phone. After a few days usage a friend realized that my old phone was still infact working, which I found odd yet trusted in what Vodafone had told me in regards to my new contract. After another day I started to become weary and so used a friends Internet to look at my online bill, my heart sank when I saw what Vodafone had done; on my account where two separate contracts, and to add insult to injury the new contract wasn't even correct, they had put in 9 months at 20GBP and 3 months at 40GBP.

I immediately called CS to query the issue.

You would expect any good CS to resolve the issue fairly and cancel my old contract and amend the contract to the accepted terms.. This was not the case, infact I was simply told to return the phone and pay for my usage, no new phone and no new contract, the agent was very rude talking as if I was bad for not excepting their deceit, I found the way I was treated hard to believe; yet searching the net it seems more commonplace than I first thought.

I stopped using my new phone immediately and have packed it ready to return, I have tried contacting CS in the meantime yet I have received more and more misinformation, one agent even tried to blame the issue on Phones4u, claiming it was them who called and mis-sold me the contract and I should take it to their headoffice .

I have found it hard to gather information on the number cold calling me but a search of this forum will quickly show that the number is infact a Vodafone number as confirmed by an Administrator, I also have the same information from other sources, one points to an outbound call centre in Middlesborough.

Will this issue ever be sorted.. I feel the only thing to do now is pass the issue to somebody else who is more suited to dealing with the matter, not only have I been lied to but in trying to resolve the matter and be listened to I have received awful treatment, defiantly not the treatment you would expect valued customers to receive.

Regards,
Lucy.

I am fast losing any hope that Vodafone care to resolve or even listen to me regarding this issue, next step Otelo and Ofcom, but other than that what can I do?, I will keep everyone updated.

Regards,
Lucy.

Vodafone

Hi Lucy,

While it's disappointing to hear about your experience here I've been able to look into this as you mentioned that you'd posted on our eForum.

Having been able to locate your thread I'm pleased to see that you were contacted via email so that we could take a look at your account to see what was happening.

Following your reply I'm equally pleased to see that you've since been contacted and that everything has now been resolved for you which is great news.

While I'm here I think it's also worth mentioning that the guys on the eForum will usually remove a post or thread in the event that the query is account specific as literally nothing can be done in a public environment to help get it sorted and as such they'd need to contact the customer privately.

All the best.

Lee

Web Relations Team

Vodafone UK

robt_2

Talk about adding nothing to a thread and a pure PR exercise :rolleyes:

mchale

robt wrote: »

Talk about adding nothing to a thread and a pure PR exercise :rolleyes:

Maybe if OP had come back on to explain prob had been sort, voda rep wouldn't have needed to

gleni

Vodafone_company_representative wrote: »

Hi Lucy,

While it's disappointing to hear about your experience here I've been able to look into this as you mentioned that you'd posted on our eForum.

Having been able to locate your thread I'm pleased to see that you were contacted via email so that we could take a look at your account to see what was happening.

Following your reply I'm equally pleased to see that you've since been contacted and that everything has now been resolved for you which is great news.

While I'm here I think it's also worth mentioning that the guys on the eForum will usually remove a post or thread in the event that the query is account specific as literally nothing can be done in a public environment to help get it sorted and as such they'd need to contact the customer privately.

All the best.

Lee

Web Relations Team

Vodafone UK

Dear Lee,
A colleague of mine's student daughter has had exactly the same problem and it is making her mother ill with stress due to no help at all despite hours spent on the phone with vodafone. They are demanding hundreds of pounds for a new contract they did not ask for - nothing signed at all. Can you please help her?

babiebeany

Sounds quite similar to what has happened to me recently. I am trying to cancel both at the moment, it is hard going though.

You have my sympathy and I hope you can get this sorted out.