Some sort of insurance with vodafone

sonicfusion

Hi,

I took out a second line on my contract for my mum who pays half of the contract which is fine.
At the time of the sale i was told that a mandatory insurance policy was on the second line and i would have to ring up to cancel the policy.
So the day after i got this second line i rang up vodafone and talked to a out of UK call centre and literally took me 40 minutes to tell them i didnt want this insurance, which the person on the other end said that was fine and it was cancelled. So i didnt think anything of it

Now ive been switched to monthly pay ive been checking all my out goings, and went on the vodafone site to find that im being charged this £6.99 insurance every month even though i cancelled it.

Do i have any grounds to get that money back? and would it be easier to just goto a vodafone shop and tell them to take the insurance off? As if a call centre staff is unable to do it, will the staff in the shop near me who speak English be able to?

Wintermute

sonicfusion wrote: »

Do i have any grounds to get that money back? and would it be easier to just goto a vodafone shop and tell them to take the insurance off??

Yes, there should be notes on your account logging your call to them and if the notes don't say you wanted to cancel things speak to a manager or supervisor and get them to listen to a recording of the call (it'll exist). Ask for a full refund back dated to the day you initially requested the insurance has been cancelled as it's their fault not yours. Saying that I'd check the policy T&C before doing that, there may be a notice period you have to give them while cancelling if you're outside their cooling off period, that could be while you're still being billed.

Do you know if all of vodafones call centres are outsourced? If not you'd probably have more luck calling back during office hours and trying to speak to somebody in a UK call centre. In my experience staff in mobile phone shops are heavily targeted and they'll try and avoid doing anything that could lead to them missing sales.

Vodafone

Hi sonicfusion,

I’m disappointed to see the problems you’ve had here.

Has this now been resolved? If not and if you’d like to email us via Web Relations Team, we’ll be happy to look into this for you.

(When contacting, please quote the code WRT135 in the subject line. In the main message body, please include a link to this thread and your user name. This will ensure that your message comes directly through to my team).

Kind regards,

Jenny
Web Relations Team
Vodafone UK