vodaphone retention team have conned me, can i prove deal with my email?

stolt

Hi, i need some advice as i really dont know where to go with this i've exhausted vodaphones customer service they have been friendly but not sorted the problem out for me.

I upgraded from a 12month contract in october, i had 600mins & 500 texts, unlimited email and the blackberry service.

I didnt need a new phone and was about to leave and the retention team offered me a deal, i wanted to keep it upto £20.00 a month and he said he can see what he can do. He came up with £19.58 or £19.56 for 12months as i wasnt taking a new phone.
Perhaps thats a decent deal and i'll just have to stick with that.

After upgrading about 2 weeks later i hadnt had any confirmation of what was agreed i emailed the retention guy (i had his direct email address) and asked for confirmation of what we agreed, he replied '' i'll get that information and send it to you shortly kind regards xxxx'' he is apparently the high value account manager:rotfl:

Still nothing for another week, emailed him again, and no reply, did it again and no reply.

Then i got a bill for £34.00 and i phoned them and they said they had forgot to include the blackberry service and internet and ive been charged for them so they credited all that. I mentioned the £20.00 at a time and nobody said anything.

now i've had a bill for £27.00 and a letter back saying '' if you've the email which states your price plan is for the line rental of £19.58 please get back to me'' I dont have a email from vodpahone i dont have any confirmation from vodaphone not even a direct debit mandate which would have alerted me to the fact it was more than what we agreed. I do have a email string which shows i emailed him on the 16th october and he replied back on the same day, do you think thats accepted as i've stated on the email '' would you send something by return confirming the £19.58 direct debit and the benefits included in that package''

So i dont know what to do, the deal they say now is - £27.00 which is for 600mins, 500texts, internet and blackberry sevice, is that good? I'm sure i could get a new contract for that with the above and include a phone.


thanks for reading, apologies for the long post. would appreciate some help, i did say to customer services i will ahve to ring there complaint telephone number.

Towner_2

I have had a few deals offered by Vodafone but when the bill comes in it is always differant to what was agreed verbally. Lots of phone calls trying to sort things out have led to more phone calls when it still is'nt right! Have called them again today to make sure all that said was going to be done has been. Will have to wait for my next bill before I found out. All I can say is keep calling and pressure them, eventually you will get someone who does care, eventually!!

stolt

Towner wrote: »

I have had a few deals offered by Vodafone but when the bill comes in it is always differant to what was agreed verbally. Lots of phone calls trying to sort things out have led to more phone calls when it still is'nt right! Have called them again today to make sure all that said was going to be done has been. Will have to wait for my next bill before I found out. All I can say is keep calling and pressure them, eventually you will get someone who does care, eventually!!

thanks, i hope so, not sure if i will lose the will to live before then. Not even sure if £27 is a good deal for what i've got if i cant get anywhere at least that way i will know whether to ask them that i can leave.

mobilejunkie

This appears to be common practice by this network; the threads on Vodafone problems on here are filled to the brim with similar experiences. I get them calling me to "upgrade" regularly - had one tonight actually - always tell them what I think of them and would never do anything with them over the phone. The only way the few get redress is when (as here) they go public.

berniesmaster

ohhh, same happened to me few months back, was offered a deal, no one else who worked for the company seamed to think such a deal was possible, even made me start to doubt my own sanity!! the vodaphone rep on here eventually sorted it out. good luck!

stolt

berniesmaster wrote: »

ohhh, same happened to me few months back, was offered a deal, no one else who worked for the company seamed to think such a deal was possible, even made me start to doubt my own sanity!! the vodaphone rep on here eventually sorted it out. good luck!

yeah with you there, even i was starting to think i heard it wrong:o dont suppose you can remember the ser name of the vodaphone rep on here can you. I have the emails from this high value account manager, just want to see whats the score with it all really i dont mind leaving and going elsewhere it was easier to stay but i can get another phone on contract as i say i have no problem with that.

berniesmaster

his user name was just "vodafone company rep" his name was lee. he appeared a lot on the vodafone complaints thread. worth a look? good luck x

DarkConvict

Vodafone account has lots of different users. But they all state the same thing if you want to contact them.

Vodafone_company_representative wrote: »

Hi

Feel free to contact us on the link below if you wish to discuss the matter further -

Web Relations Team - Vodafone UK

(When contacting; Please quote the code WRT135 in the subject line and a link to this thread and your user name in the message body.This will ensure that the message comes directly through to our team.)

All the best,

Espi
Web Relations Team
Vodafone UK

stolt

thansk for that, have done what you have suggested, hopefully i will start to get somewhere, havent had a chance to ring the complaint number yet. Its only lucky that i didnt have a direct debit set up as i can imagine it will be a nightmare to get some money back off them.


thanks

LeeSouthEast

Interesting the Voda rep is staying out of this thread....

stolt

LeeSouthEast wrote: »

Interesting the Voda rep is staying out of this thread....

is he/she on the boards, will go searching.;)