Please can someone help me I've feel I've been treated badly by vodafone.

bubblesa2

I've never posted here before so don't really know what I'm doing but I'm desperate so if anybody can please help me with any information I'd be really grateful.

My youngest daughter was on a contract with T Mobile for £15 a month which was capped so she couldn't go over her minutes so I wouldn't get a big bill. The rest of our family are with vodafone and have been with vodafone for a long, long time.

We received a phone call from vodafone saying that as we were such brilliant customers they could offer us some good deals, one of which was a contract for my daughter with double the minutes and unlimited texts for £10 a month. My husband spoke to the person on the other end of the phone and asked if the minutes on the contract could be capped at the 600 minutes as we certainly could not afford to be getting big bills. My husband was assured that vodafone could cap it at the 600 minutes so we, on that assurance, decided to change her over.

Today I have found out that I have a £700 bill as my daughter has gone over her minutes. I rang vodafone and they said that her account had been capped, at £300!!!!!!!! What the hell? I know my finances and I'm disabled and can't work so I certainly wouldn't have agreed to this large cap.

I feel that I have been mis sold this contract and I just don't know what to do. It has made me ill and I have been crying all afternoon.

Please please can someone help and tell me what I can do about this.

Bubblesa2

bubblesa2

Sorry, I forgot to say that my daughters contract was on the same account as my other daughters and my husbands so when my husband spoke to vodafone the other day, he asked for a hold to be put on the account until we had seen a bill and could make sense of it all. They decided to cancel the direct debit to avoid the large amount being tried to be taken from my account, not that I've got that kind of money in my account. Now my other daughters and my husbands phone has been cut off and although I've paid £50 today which is enough to cover my other daughters and husbands bill, they refuse to put their phones back on. My other daughter is special needs and really needs her phone as if there's an emergency she needs to get in touch with us. I'm desperate, please please can someone help me. It's making me ill with worry, I know that sounds over dramatic but I just can't cope with the stress. Kind regards.

Daxx

If you are sure you asked them to cap her bills so that she couldn't use anything other than her allowance then you could try and get Vodafone to retrieve the call where this was discussed and then go from there.

If you arent sure that you specifically asked for it to be capped at a certain amount then Vodafone have done nothing wrong as your daughter has used £300 of services so they are going to expect payment.

Silk

bubblesa2 wrote: »

Today I have found out that I have a £700 bill as my daughter has gone over her minutes. I rang vodafone and they said that her account had been capped, at £300!!!!!!!! What the hell? I know my finances and I'm disabled and can't work so I certainly wouldn't have agreed to this large cap.

Hi bubbles,
I agree with Daxx and would be asking for a transcript of the phone call agreeing to the cap of 600 mins.

What I don't understand though is how come they say it was capped at £300 but you got a bill of £700 ???

bubblesa2

My husband definitely asked for the cap or otherwise we wouldn't have gone for the contract, because I wouldn't have even taken the chance of having a great big bill. We were told that it was ok to cap it at 600 minutes but today when I spoke to them they said that their policy is that they wouldn't cap it at 600 minutes so I think they just said that they would to get our extra custom.

AnnaV

Yes, but you need the transcript from them to prove it, so you can show you are not liable.

bubblesa2

Unfortunately I'm not sure whether there'll be a transcript of the phonecall as they phoned me to offer us the deals but it will be worth asking, I agree but it would be easy for them to "lose" the transcript anyway. The bill of £700 is apparently 2 months bills but how they've worked it all out I don't know, it's very confusing.

Silk

bubblesa2 wrote: »

Unfortunately I'm not sure whether there'll be a transcript of the phonecall as they phoned me to offer us the deals but it will be worth asking, I agree but it would be easy for them to "lose" the transcript anyway. The bill of £700 is apparently 2 months bills but how they've worked it all out I don't know, it's very confusing.

Less of the negative attitude

The recording should be available for a new contract and on the offchance that it does go missing and you go to court you will find that the courts don't like evidence that conveniantly goes missing.

You need to advise them that the account is in dispute and ask for a copy of the phone agreement you had with them first and see exactly what was agreed to.

One of the reps will probably be along soon to discuss it with you

The problem will be if you agreed to have it capped but not for a specific number of calls.
If the salesman agreed to cap at 600 mins then your home and dry !

Daxx

I would imagine that all calls will be recorded...for their benefit as well as all customers.

If you ask for a transcript of the call - if you can remember roughly the day and time then they should have it recorded - normally thisi is all computer based. If it then shows that you were told it would be capped then argue it out with them.

And if if they can't find it then its their word against yours. And so you should argue the case that the advisor did tell you it would be capped and then escalate further up the chain (team leader, managers etc).

Only way you would have no case is if they did tell you and you did agree to (which you are adamant you didnt do) so you should be able to negogiate something.

How does you daughter justify the high spending as a £700 bill is a lot of calls/texts etc even over a 2 monthly period.

Daxx

Also if the account was capped then the phone would have been cut off (unable to make calls/texts) at this point. Did your daughter not mention this to you...then at least you might have been forewarned after the first month.

supermonkey

surely even if on the phone 24/7 it couldnt add up that high