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

Daxx

Is there any chance that you daughter would use her phone to download and browse on the internet? If so Vodafone could have capped the tariff at 600 minutes and the additional charges could all be data charges. Which you didn't ask to be capped.

I would look at your bill and see where the extra costs have come from, and get a transcript of the original call, and details of the price plan and go from there.

Ultimately just relax, no need to make yourself ill worrying about it. Apply for a free pay as you go sim that your other daughter can use for emergencies. And just relax.

bubblesa2

Well I don't know how she managed to use 10 hours of calls and then build up a massive bill, she certainly didn't seem to me to be on the phone all the time but then she's a teenager and I can't be with her 24 hours a day. I know that with her previous contract with t mobile they cut it off when it reached the cap and I think she assumed that it would happen and so did I. The problem is that the first month it went over by £290 and so didn't reach the ridiculous cap of £300 so I didn't realise. Which has just made me realise that if the first month was £290 and they're saying that I owe about £720 and my husbands bill is around £30 and my other daughters bill is £10 which is what they said, then they must have let my daughter go over the cap that they set at £300. I'm so upset about all this cos I've never had a problem with them before and have been a "gold" customer, I think that's what they called me lol. They just don't seem willing to help.

bubblesa2

We've already looked at the bills and it's definitely not internet that's pushed it up, although there is a small amount of internet usage on there it's not enough to have made the bill that large. My husband is going to go throught the bills with a fine tooth comb and we've asked for paper bills to be sent out but they don't seem to want to send one. They're not being helpful at all. The woman on the other end of the phone said that she had spoken to the special needs department to see if they could help in some way with my other daughter being special needs but they said they couldn't help. I just wonder if I was being fobbed off in some way. Thankyou all by the way for the messages, they are all very much appreciated. )

Cash-Strapped.T32

Seriously, don't bother tooth-combing the bills, if you've ascertained that the charges do not come from data, or should I say, as long as the bulk of the charge come from *allowance minutes*.


The posters above have told you how to succeed here;
Remember when Vodafone called you to sell you the contract.

The exact date would be best.
Your phone's call-log might even still have it, if you haven't had like 20x individual & unique people ring you for the last 2 months (because the vast majority of your incoming calls will have been people who call regularly, they shouldn't take up additional space in the call-log).

If what you say is right, and the rep agreed to cap the *minutes* (minutes, not money's worth - don't forget that), then you simply need them to retrieve the recorded call, this will show they have not upheld their side of the deal, and should force them to drop the matter.

Get ontop of that call though; When they rang you up to offer the new contract, that's the important issue here, not any special needs office which really is just another dept to make it easier to get money from customers (if it didn't help Voda's bottom line in some way it wouldn't exist).


Best of luck! Hope it goes well.

Silk

bubblesa2 wrote: »

Which has just made me realise that if the first month was £290 and they're saying that I owe about £720 and my husbands bill is around £30 and my other daughters bill is £10 which is what they said, then they must have let my daughter go over the cap that they set at £300. I'm so upset about all this cos I've never had a problem with them before and have been a "gold" customer, I think that's what they called me lol. They just don't seem willing to help.

Hi Bubbles,
Yes they do have what they call "Gold" customers usualy good track record etc and are able to have several contracts at the same time.
I take it you don't get paper bills and they have taken the first bill by DD and you didn't notice or was that refused ????

bubblesa2

Silk wrote: »

Hi Bubbles,
Yes they do have what they call "Gold" customers usualy good track record etc and are able to have several contracts at the same time.
I take it you don't get paper bills and they have taken the first bill by DD and you didn't notice or was that refused ????

Yes they tried to take the money out of my account, £290 but I didn't have enough funds to cover it luckily, when I phoned them today it was to deal with this amount it was only after being on the phone for about an hour that they told me I owed the rest which makes it up to about £720. And I don't get paper bills anymore, they don't seem to like sending paper bills out.

Silk

Thats good then as it's early days and it shows you are dealing with it
Theres other people better qualified to help you on here so try not to lose much sleep over it.
I think it's important to contact the accounts dept in the morning and explain there is a dispute on the contract so they don't take any action for the time being.

Meanwhile I'm sure one of the reps will be in touch shortly as they have been quite prominent on here recently

kier333

I just called Vodafone and they claim they can no longer put a cap on spends. They claim use the on line services or call 44555, however as i get 900 mins x net and 1000 landlines none of there services breakdown how much is used from each one, and more annoying when i call 191 although not taken from my inclusive minutes shows as my total used. I think its terrible its not more clearly broken down, or more to the point you can put a cap on your spend. I was on the phone for 21mins and still the CS advisor could not tell me what i had used from my 900 x net and what had been used from my 1000 landlines. What hope is there for me!!!

ruggedtoast

Oh look, Vodafone again.

My husband was assured that vodafone could cap it at the 600 minutes so we, on that assurance, decided to change her over.

Vodafone offer no such service, although they are pretty good at telling you what you want to hear.

I wouldnt pay much attention to this £300 limit either as I dont believe that exists. I would go straight to trading standards.

DebsnMark

:(Hi, I am in a very similar position with vodafone. We capped my daughters bill on a new contract at £1 to ensure no large bills. This was advised by the sales person who sold the contract over the phone. However we are now sitting with a £350 bill one month later. Have gone through the same as you. I have written to them asking them to look into the recordings, only to receive a standard letter saying they were sorry I wasn't happy with the service and that they no longer provided that type of service. Even though I checked a few days later with another vodafone employee to ensure the cap was in place and no 0845 or abroad numbers could be called. Feel I am banging my head off a brick wall.