vodafone problems

tammyw

:mad::mad::mad::mad::mad:
Hi, I wonder if anyone can give me some advise.
Im having a few problems with VODAFONE.
Last January my husband got me a phone it was 35.00 a mth - 750 mins and 400 txts. In August he got me another phone so our son could have my old one.
I had a 24mth contract 1200 mins to mobile and unlimited landline and text.
Everything was going ok until the bill came and i was being charged for internet use. I spoke to an adviser and they ammended the plan we were on to include unlimited net use on my phone. She also added things like tv and music packages. I was told my bill would now never go above the £100. I was also told that if it did I would be contacted and made aware. I asked if there could be a limit put on my account just a precaution. I was told this could and would be done.
Now ive never had access to my online bills as despite having registered for the services it wont allow me to use them. I wasnt too bothered as long as my bills stayed below £100.
Now comes the tricky bit:
On monday i took a call on the mobile getting me to buy there music bundle 10 tracks for a fiver. I accepted for both mine and my sons phone.
Then Tuesday my phone is cut off ! I phoned up and was told Id not paid my bill, I explained it was my error and went to pay the bill. They then went on to tell me it was £270. I was really cross as no ones contacted me and I REALLY didnt notice the phone glued to my ear. I asked them to reset the online so i could review the account. That was done but when i tried to log on i couldnt get on. I phoned back about 4 times and was told theyd send out paper bills. Lot of good that is...:mad:
When i phoned to speak to someone yesturday I was told I have no authorisation on the account.....now im really cross as theyve never spoken to my husband.:mad: I phoned and paid the bills using my card oh and a card in his name ( they never spoke to him then either). So now no one will speak to me, Ive emailed them and all they did was reply saying yes your bill is right. oh and your wiife has no authorisaion on the account.
So in a nutshell - ive a bill for £270 and i cant talk to anyone about it, my husband is in the army so i cant get him to contact them ( hes in afghan at the minute). Ive emailed them again this morning asking them to explain the bill and explain why theyve divulged information to me when i apparently have no authorisation. Isnt that breaking data protection ?
Any advice would be appreciated.

OneADay

They need to speak to your hubby obviously (anything related to financial information they cannot deal with and if you hubby did not set up a direct debit on his account, then payment cannot be made without his authorisation).
Has he got access to a computer somewhere, maybe transfer the account over to you by phoning them or tell him to set up a direct debit payment from his bank.

Or try contacting their rep on this forum http://forums.moneysavingexpert.com/showpost.html?p=30721437&postcount=588

tammyw

Thankyou for the very prompt reply. I will have to get them to speak to him, im really annoyed though as they have accepted my authority to alter the plan on the account, they have taken payments from me, debiting from his card without speaking to him. They have even told me how much i needed to pay. It appears as if they were happy to talk to me when they wanted me to add to the package we have , now they cant :eek:

OneADay

I think they were naughty talking to you about adding on things like that. Worth making a complaint, you might get some discount.

But they are right not talk about financial data to you (although in affect they have done so already by adding on things). Get the mobile transferred in your name.

When you get it all sorted - its worth going over the exact details of your plan and benefits.

PS I do not recommend buying music via mobiles - you can get Nokia 5800 comes with music phone (free music), if you wanted that. So its worth clamping down on things like that ... unless you are loaded and can spend money like that.

Vodafone

Hi tammyw

It's clear from your post that this has been quite a distressing situation for you.

I'd really like to get this put right. If you send me and email from here with a link to your thread and your username I'll investigate. Make sure when you send the email you include the code WRT135 so it routes straight to my team.

From what you describe it sounds as though we'll need to speak to your husband. If at all possible could you get him to send the email or add you as an authorisation beforehand so that we can resolve this for you as quickly as possible.

I'm sure we can get to the bottom of this.

All the best

Kirsty
Web Relations Team
Vodafone UK

P.S OneADay - Thanks for helping in our absence