Vodaphone ripping us off but where do we stand?

kymie

Hi. Back in January I think it was, I posted about the trouble we had when my husband decided to upgrade his phone to an iPhone but within 24 hours we decided to cancel the upgrade because we were on a very tight budget and couldn't justify the extra. It took phone calls, emails and visits to the store to cancel the upgrade, with them even telling us at one point we couldn't! We never had an iPhone and as far as we were concerned it had all been cancelled and hubby was put back on his original price plan. I have to admit, my hubby never checks his bills, but hasn't had to recently as he hardly ever uses his phone any more due to no signal at his work. Today he decided to enquire about cancelling his contract as there is no need for him to have a phone with no signal, and as he asked about his account it turns out that he has been on an iPhone contract since January!!!!! Not only that but he has spent over an hour talking to a customer service assistant who has told him that yes he has been overcharged, but he has had the benefits and usage of the plan, even though they can see he has never had any Internet access on his phone etc, and they also said they won't refund anything as hubby should have checked his bills etc ( but to be honest I doubt hubby would have known the price plan had changed) The assistant also stalled on passing us through to a manager and said he will get one to call us back. Can anyone tell me are we entitled to our money back seeing as we cancelled the upgrade within 24 hours, never received the phone etc? Should we seek legal advice?? Any help or advice is really appreciated, thank you.

4$£&*(£$&*(!

Hello, that sounds like a nightmare.

Read this, it may help:

http://www.out-law.com/page-430

This is one I'd be insisting on a manager too, make sure you get that call-back.

kymie

Thanks for that City Slicker

Vodafone

Hi kymie,

Although I'm not sure what's happened here I'm sure we can get to the bottom of it.

So we can access the account and take a closer look at your case could you email the details across to us via the Contact us form here quoting the code WRT135 in the subject line?

When our automated reply comes through with your reference number could you update the thread with this so we can make sure it reaches us and we'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

mpc3

My dealings with Vodafone in the year since I moved to them have been nothing but negative. Firstly, my switchover from Orange took about 2 weeks - therefore I had run up a bill with Orange and Vodafone, despite me officially being with Vodafone. They wouldnt pay this. Now, I called them on the evening of the 7th Oct to get an unlock code for my phone.... it was meant to be 48/72 hours max...today is the 22nd October - nothing has been resolved. I have had about 25 emails from various represenatives and nothing. I keep getting told to carry out this 'procedure' but my phone will not - sim or no sim - let me do it!! I've been told I'm being credited a measily £15 for my hassle, but there's no sign of that showing when I view my bill on line.
In my life I have never quite experienced such fowl customer services as this. Only one person has apologised, and nobody appears to be able to bypass VODAFONES OWN SOFTWARE to allow me to unlock my phone. I'm utterly disgusted and upset I'm tied to them for another year.

Vodafone

Hi mpc3

I'm sorry to see your first experiences with us haven't been positive ones.

If you get in touch with us following the instructions above from Lee we'll do all we can to help.

Speak to you soon

Kirsty
Web Relations Team
Vodafone UK

kirstyjessen

Hi All,

I am with vodaphone to they tried to take a bill out of my account the day before my pay was due which is before the agreed date i agreed to this due to this I occurred a charge of £30 and then i relised what had happened and the next day I paid the full amount and then 4 days later vodaphone tried to take a payment again causing me another £30 charge from my bank!!! I called vodphone they said it is our error so I said can you give me the money for what the bank have charged me and they said no!!!! and then I receved a text saying my services were going to be suspended on a wednesday so i called and they said this was an error then on the firday they disconnected me!!!! I called and they said the direct debit was cancelled i said who by and they said vodaphone so they retook my details and i asked again can i get my payments back and also have a formal apology +/or compensation for the calls and stress they have caused me and they said no even thru its vodaphone error!!!!! I am so annoyed I have 2 phones from them they get over £100 a month from me and they mess me around seriously considering cancelling early and going back with orange am completely peed off!!!!!!!!!!!!!!

Vodafone

Hi Kirsty

I'm disappointed to see the level of service you have recently received.

The above offer is of course open to you as well. Please feel free to get in touch and we'll help in any way we can.

All the best

Kirsty
Web Relations Team
Vodafone UK

ruggedtoast

Fowl service indeed! If they offer you guys compensation make sure its not a poultry amount.

PNPSUKNET

what you have to remember is compensation has to come from somewhere, eg you when bills go up

kirstyjessen

Vodafone_company_representative wrote: »

Hi Kirsty

I'm disappointed to see the level of service you have recently received.

The above offer is of course open to you as well. Please feel free to get in touch and we'll help in any way we can.

All the best

Kirsty
Web Relations Team
Vodafone UK

Well sent it through will wait and see response now