HTC Desire Vodafone 500mb Fair Usage Policy

ddwwf1

is it possible for someone to please post the directors office email address and the customer service email address please thank you

JayTay_2

ddwwf1 wrote: »

is it possible for someone to please post the directors office email address and the customer service email address please thank you

They were posted much earlier in this thread:

All ending vodafone.com
guy.laurence@
vittorio.colao@
vodafonedirectorsoffice@

All ending vodafone.co.uk
webrelations@gb.
ccare.webmails@help.

enigma368

arghhhh i have just received an email saing my cancelation request has been accepted and as you wish to cancel your contract before the commitment completion date you will be charged an amount of £264.80 as an early termination fee as of today. This will be your line rental until the completion date of your commitment period.

I was told similar by email and then when i rang up 191. Only when I insisted on speaking to a manager did I get things sorted.

The non manager people on 191 dont seem to have much of a clue about this issue.

ddwwf1

JayTay wrote: »

They were posted much earlier in this thread:

All ending vodafone.com
guy.laurence@
vittorio.colao@
vodafonedirectorsoffice@

All ending vodafone.co.uk
webrelations@gb.
ccare.webmails@help.

thanks really didn't fancy hunting through page after page of this thread much appreciated

cairns136

enigma368 wrote: »

I was told similar by email and then when i rang up 191. Only when I insisted on speaking to a manager did I get things sorted.

The non manager people on 191 dont seem to have much of a clue about this issue.

What did the manager do about it? I phoned 191 as soon as i read email but all busy!! Im being called back at 9am tomorrow.

ZootHornRollo

I rang customer services, after speaking to a 'customer service' agent i managed to speak to a 'manager' who was downright rude wanting to know "why do you want to speak to a manager!"... god forbid an unhappy customer wanting to speak to a manager?!?!? this call ended in me asking to speak to her boss to which the reply was "that can only be happen if i hang up and he'll call you back. *click*" no confirmation that i was happy with that, she just hung up.

a very poor showing from 'customer services'

edit : and obviously no return call from said gaffer as yet!

cairns136

ZootHornRollo wrote: »

I rang customer services, after speaking to a 'customer service' agent i managed to speak to a 'manager' who was downright rude wanting to know "why do you want to speak to a manager!"... god forbid an unhappy customer wanting to speak to a manager?!?!? this call ended in me asking to speak to her boss to which the reply was "that can only be happen if i hang up and he'll call you back. *click*" no confirmation that i was happy with that, she just hung up.

a very poor showing from 'customer services'

edit : and obviously no return call from said gaffer as yet!

I was never that bothered if they let me cancel or not to start with but now i will try everything in my power to sort this out. The final straw was canceling me and charging me £264 i will sort this out if its the last thing i do.

neonplanet40

Guys look at this for a reply! I asked for an update as to why I hadnt received a reply to my letter to leave and this is what I got.

Hi Mark,

We have made some changes to the messages in the system since last month. All out-of-bundle messages for VMI domestic customers that relate to charging have been removed and customers will not be automatically charged for going over their bundle allowance.

Instead, you will receive a text alert at 150%, 200% and 250% to tell that you have exceeded your allowance, and that a price plan / bundle with a higher data allowance might be more suitable.

If you continue to break your allowance we will let you know that we have monitoring your data usage and ask you to choose one of the following options:

Upgrade to a higher data bundle / allowance e.g. CTR5 1GB price plan

Upgrade to a tethering bundle

£10 for 1.5GB

£15 for 3GB

If you are persistently over your data allowance will be alerted by the credit team that you'll need to pay over next month at published rates of:

£5 per 500mb for bundle customers

50p per 25mb for non-bundle customers

I've noticed that 500 MB data allowance is active on your contract for mobile number 077********, which is effective from 1st January 2010.

Regarding cancelling the contract without ETF (Early Cancellation Fee).

It all depends upon the your monthly usage, if your usage remains the same and your bill is increased by 5% upto 10% every month, then we will first check the usage for last three months and if the usage remains same and there is increase in charge by 5% to 10%, then you can go ahead and can cancel the contract without any ETF.

Trust this helps.

Kind regards,








Aditi Aryan
Vodafone Customer Services


How does this help? They didn't even answer my question! Really doing my head in now tbh!

cairns136

I have just come off the phone to vodafone. They have finally accepted i can leave without charge PAC code ordered conformation text received of termination without charge

musical_norwich

neonplanet40 wrote: »

Guys look at this for a reply! I asked for an update as to why I hadnt received a reply to my letter to leave and this is what I got.

Hi Mark,

We have made some changes to the messages in the system since last month. All out-of-bundle messages for VMI domestic customers that relate to charging have been removed and customers will not be automatically charged for going over their bundle allowance.

Instead, you will receive a text alert at 150%, 200% and 250% to tell that you have exceeded your allowance, and that a price plan / bundle with a higher data allowance might be more suitable.

If you continue to break your allowance we will let you know that we have monitoring your data usage and ask you to choose one of the following options:

Upgrade to a higher data bundle / allowance e.g. CTR5 1GB price plan

Upgrade to a tethering bundle

£10 for 1.5GB

£15 for 3GB

If you are persistently over your data allowance will be alerted by the credit team that you'll need to pay over next month at published rates of:

£5 per 500mb for bundle customers

50p per 25mb for non-bundle customers

I've noticed that 500 MB data allowance is active on your contract for mobile number 077********, which is effective from 1st January 2010.

Regarding cancelling the contract without ETF (Early Cancellation Fee).

It all depends upon the your monthly usage, if your usage remains the same and your bill is increased by 5% upto 10% every month, then we will first check the usage for last three months and if the usage remains same and there is increase in charge by 5% to 10%, then you can go ahead and can cancel the contract without any ETF.

Trust this helps.

Kind regards,








Aditi Aryan
Vodafone Customer Services


How does this help? They didn't even answer my question! Really doing my head in now tbh!

The post above, if true, is very important.

If this is true it looks as though Vodafone is pretty much capitulating and reintroducing the FUP. It is good that Vodafone is doing this but a shame that we have had to leave and protest in such numbers for so long which has cost Vodafone a tremendous amount of goodwill and done serious reputational damage.

I want to see formal confirmation too.

From a legal point of view:

a) Vodafone is still introducing new charges;
b) Vodafone is still trying to redefine 'likely to be be of material detriment' as 'has been of proven 5-10% increased cost for this month and the last three'. Vodafone's burden of proof is very different to that stipulated by law which is designed to stop customers facing increased charges by notifying then of their opportunity to leave before they are introduced. I smell an OFCOM/Vodafone compromise here but it isn't the law.

All this is too late for me. I've taken out a new contract with T-mobile and I've got my PAC.