Are Vodafone in breach of their contract?

nsabournemouth

About 6 years ago i was on Vodafone and my sim stopped working. Called up and was advised about half an hour beforehand 'i' had called up to bar the phone. Very odd.

Wintermute

Rachc wrote: »

I am well and truly appauled by Vodafone's "customer services". :mad:

I have been the victim of identity fraud by someone opening 2 business accounts in person at Vodafone and walking out with 2 iPhone4's!! I found out about it as I got the direct debit mandate. Since then I have chased and chased Vodafone for assurances that they are dealing with this, and seem to be talking to a brick wall. They have told me the account has been closed already by the fraud team, but to what extent it is being investiagted it a mystery.

Does anyone know if Vodafone have a fraud policy as I couldn't find one on their website? They couldn't even tell me in what time frame I could expect to get the matter resolved, though someone did suggest that 28 days wasn't unreasonable!! Unreasonable? In the meantime some schmuck is walking around pretending to be me and I don't know what ID they have...Arrrgghhh! They did also suggest I fax them photo ID of me so they could confirm they were talking to the right person - not sure how that would work given that I was on the phone to them! :rotfl:

Anyone else had a similar problem and got any good advice (other than boycott Vodafone!).

That kind of thing happens quite a lot across all networks, but in my experience they generally take the phones out from 3rd party stores such as CPW and Phones4U.

The time taken for fraud investigations varies from case to case, all most networks will say is that the case will be looked into within x hours, they wont be able to tell you when it'll be resolved.

As already stated, for data protection reasons they're unable to release information about the fraudulent accounts, the person on the other end of the phone doesn't know if the account is legit or not, all they know is there's somebody telling them it isn't and they don't know if they're legit either, all they can do is raise a case and let the fraud department look into it.

nsabournemouth wrote: »

About 6 years ago i was on Vodafone and my sim stopped working. Called up and was advised about half an hour beforehand 'i' had called up to bar the phone. Very odd.

That's easily done on any network I'm afraid, networks have a responsibility to block phones and SIMs if they're reported lost or stolen and you're not required to pass security checks to do this as there are regulations in the UK about how networks have to block these and there's frequently "mystery shoppers" phoning up to report phones lost or stolen to ensure they're being dealt with properly.

Vodafone

Hi Curiousgeorge12,

I am sorry to hear about this matter. I can understand your frustrations and concerns about it, I would have these same concerns if it had happened to me.

Firstly, am I right in thinking that the order was cancelled and nothing was added to your account that shouldn't have been?

Secondly with regards to how they got access to your account. When we receive a call there are various different checks we need to do to confirm Data Protection. These will be personal details of the account holder and sometimes a PIN number if applicable. If the person confirms these details correctly then we will carry on the call as per usual.

Unfortunately it sounds in your case like someone had these details and were then able to pass the Data Protection checks that we do. I would like to assure you that when doing these checks we are extremely thorough and there are set processes that we follow.

If fraud is found on an account, we do have a fraud team that will investigate and all contracts that have been set up fraudulently will be cancelled.

If you need us to take a look into your account then we will be more than happy to help with this. You can send us an email here. Make sure that you include WRT135 in the subject and a link to this thread.

Best wishes,

Heidi
Web Relations Team
Vodafone UK