Vodafone mis-selling

chrisj78

Ok so here is the short version. Im drafting a letter for the ombudsman at the moment and its 4 pages so far. didnt want everyone here having to read a wall of text.

1. went into Vodafone shop to upgrade 17/04/10
2. price plan was higher than I wanted and two years so asked staff how long do I have to wait before I can lower price plan and am told 12 months.
3. one week later identity fraud on my account
4. fraud team resolved by 13/05/10. asked customer services how long I get after taking the upgrade to return and cancel and am told as soon as you walk out of the shop you waive the right to cancel without a penalty.
5. 15/03/11 called customer service to ask when I can lower price plan they say not until two years are up. Confirmed sales staff told me 12 months. They offered to remove the internet as I wanted but this would make my new bill £30, £10 higher than the standard price plan with that number of mins & texts. Staff said that’s the best they could do.
6. emailed customer services same day explaining why I had called and that their staff had mis-sold the contract. Email response ignored the mis-selling and just said you cannot downgrade on this contract.
7. replied pointing out that they ignored this. Another reply again saying I cannot downgrade and I had to prove that the staff member said that. Replied explaining that I don’t record conversations and that the contract I signed does not say I cannot downgrade.
8. yet another reply explaining that I am on their “YPL” price plan and only their normal plans can downgrade which further proves they mis-sold as the sales staff were fully aware I wanted to be able to downgrade. Replied stating this.
9. last reply, so far, saying they will credit me £5 a month for three months. Replied declining and asking them to put in writing if this is their final resolution.
10. 16/03/11 email complaints team with full details to see if that works any better and am awaiting a response.

So in short the sales staff knew I wanted to be able to downgrade but put me on a price plan that does not allow it. The customer service centre clearly should not be replying to emails since they cannot answer the questions asked.

grumbler

Firstly, what ombudsman? I thought that retail business was regulated by OFT.

Secondly, it's your word against theirs on one side and a printed and signed contract on the other side. Before signing 24-month expensive commitment it is worth reading it.

chrisj78

Otelo it still falls under telecommunications. I did read the contract it does not say i cannot downgrade.

grumbler

It doesn't say many other things. This doesn't mean that you can do everything that it doesn't say. For example, downgrade to £0.00, i.e. cancel the contract whenever you want without any financial consequences. If the staff told you 12 months, then this figure has to be somewhere in the contract, doesn't it?

In fact it does say that you have to pay 24*£xx.xx. If it doesn't say that you can downgrade (= pay less). This means that you have to pay 24*£xx.xx.

Sorry, if it is not what you wanted to hear.

BTW, what the identity fraud has to do with the mis-selling?

chrisj78

a fair point and i doubt my complaint will get anywhere but i have to try. it will no doubt come down to my word against theirs since i asked for a contract that would allow a reduction in tarriff and this one doesnt.

The indentity fraud is just I wanted to give a full history of the account.

chrisj78

Quick update for you all. Vodafone complaints team called me over the weekend and agreed I had been mis-sold the contract and have offered to let me lower my price plan as agreed by the sales person.

Vodafone

Hi chrisj78

Thank for updating the thread to confirm that your plan has been successfully downgraded.

I’m delighted to see that a satisfactory resolution to your issue has been agreed. Should you ever require any further help, please do not hesitate to contact us.

Many Thanks

Simon
Web Relations Team
Vodafone UK