Warning!!!!!Vodafone changing billing cycle

CaitlinsNanna

I purchased a new contract with Vodafone in Jan. I expected to pay more than the normal monthly payment on the first months bill as this is the norm when taking out a new contract. What I did not expect was to have to pay an extra 25 days on my 2 exsisting agreements, almost doubling my normal bill.
Upon discovering this I contacted Vodafone to pay the part of the bill that I believe I owed & this has left an outstanding amount on my account for the extra 25 days that they are charging for my exsisiting agreements.
They sent me to thier collection agency as threatened & disconnected all 3 account last Friday.
I called collections & explained the situation to them & the lady kindly reconnected them for 14 days whilst I'm awaiting a response from Vodafone Customer care, 'to date it's been customer don't care'.
I have requested they terminate the contract for my 2 older contracts under clause 11b of the agreement
They changed the agreement (billing cycle) to my significant disadvantage & I wrote to them within the month cancelling the contracts as stated.
They seem in no hurry to my reply.
I cannot see how it is legal on my exsisting pay monthly contracts.They changed without my permision from pay monthly to pay monthly plus 25 days!
Ooops sorry...
Obviously did not explain myself very well.
My usual billing cycle was from the 1-31 of the month & has been for the 18months that I've had an account with them.
Once this new phone ( a pressy for Hubby) was added the first months billing on it was for the 30 days plus an extra 25 days, hence the extra I was expecting to pay. They charged from the 1 of one month to the 24th of the following month, a total of around 55 days. That is not what I signed up for with my first 2 contracts.
They bundled the whole lot into this new cycle resulting in me being charged an extra 25 days on the exsisting 2 contracts.
I was expecting the acconts to all fall in line but for the new contract to fall in line with the old ones not the other way around.
Hope this makes more sense.

I have gone full circle with them so now it's time to speak with Otelo.
Just be warned, if you have an exisiting account with Vodafone & later add another to it you could be well out of pocket with the first bill after the new contract.
They apparently introduced this in 2009, perhaps they should have let thier customers know about it.

I will add to this thread when I've spoken to Otelo & let you know how I get on.
Otelo are independent Alternative Dispute Resolution service provided by the ombudsman. Provided your complaint is in their remit, they will investigate your complaint free of charge.

Below is the email fromthem & my response back.
[FONT=Arial, sans-serif]Thank for your email, the contents of which we shall look at point by point, shortly.[/FONT]


[FONT=Arial, sans-serif]Since we seem to be having communication problems I'm going to spell this out for you in big letters.[/FONT]


[FONT=Arial, sans-serif]I am not disputing the contract for xxxxxxxxxxxxxx. I understand that when you take out a new contract the first bill is larger to allow the used portion of line rental and the pre-payment of line rental to be brought up to date. What I am disputing is that you subsequently changed my two existing contracts' payment arrangements, almost doubling them without my consent. As you have (financially) disadvantaged me I hereby request the cancellation of these two contracts in line with my contractual rights as set out in paragraph 11b of my contract.[/FONT]


[FONT=Arial, sans-serif]Ok, got that? Then let's get on with looking at your last contact with me:[/FONT]


[FONT=Arial, sans-serif]Hello Mrs. xxxxxxxx,[/FONT]


[FONT=Arial, sans-serif]I apologise for the inconvenience caused to you.[/FONT]


[FONT=Arial, sans-serif]I can see on your recent bill, you're charged as per the new billing cycle Vodafone has introduced and most of our customers are shifted to the latest billing cycle. This is called Anniversary Billing Cycle.[/FONT]


[FONT=Arial, sans-serif]I don't care what it's called. I have previously been billed for one calender month at a time. At no point did I sign an agreement that allows you to change this cycle to almost two months of payments at a time. Giving it a name won't make me any more amenable to it's existence.[/FONT]


[FONT=Arial, sans-serif]I can see that previously, you were charged on calendar month basis however from your February bill, you're charged on Anniversary billing cycle and due to this, your monthly rental charge is reflecting high. You're charged correctly as per the applicable rates As you're charged for the monthly rental on pro-rata basis and so the rental on your bill is reflecting high.[/FONT]


[FONT=Arial, sans-serif]I've not mentioned the rates as I know they are correct. The rental on my two existing contracts should not alter just because I've taken out another.[/FONT]


[FONT=Arial, sans-serif]Your Anniversary Billing Cycle runs from 25th of every month till 24th of next month. For number ending xxx you're charged for rental from 12th January till 24th March 2011 and for number ending with 773 you're charged for rental from 1st February 2011 till 24th March 2011. [/FONT]


[FONT=Arial, sans-serif]There you go, that's the bit (forgetting the xxx contract as that one isn't in dispute, remember?)! I've underlined the important bit for you, where you're charging me for a 52 day billing period on the xxx contract. You're also doing the same on the xxx contract, but you've neglected to mention that.[/FONT]


[FONT=Arial, sans-serif]On next bill, you will be charged for rental from 25th March till 24th April and so on.[/FONT]


[FONT=Arial, sans-serif]From November 8th 2009, we began the transition of our existing customer base from Calendar to Anniversary billing. From this date, any recommitment of 12 months or longer will trigger the switch of the account to Anniversary Billing. This change will take effect in the month following the recommitment and as a result, this effected your contract when you upgraded.[/FONT]


[FONT=Arial, sans-serif]To know more, please click here[/FONT]


[FONT=Arial, sans-serif]This is purely for the benefit of customers [/FONT]


[FONT=Arial, sans-serif]How does this benefit me in any way? Do you think I'll be happier by unexpectedly becoming almost £50 poorer? I know some say that money is the root of all evil but trust me- I'm not one of them.[/FONT]


[FONT=Arial, sans-serif]however, it may be the case that some customers are charged on pro-rata basis for more than one month. They will be then charged only from the cycle start date of consecutive month.[/FONT]


[FONT=Arial, sans-serif]That's such poor English it doesn't even make sense.[/FONT]






[FONT=Arial, sans-serif]I’m sure you will agree with me that every company has its strategy and different terms and conditions with regards to its working process. [/FONT]


[FONT=Arial, sans-serif]Frankly I couldn't care less about your company's strategies. Your company has broken it's terms and condition with me, though, which is why I'm requesting that the two contracts (xxx & xxx) are ended in accordance with paragraph 11b of the aforementioned terms and conditions.[/FONT]


[FONT=Arial, sans-serif]I believe that I've clarified the matter more clearly regarding the change in billing cycle and charges reflecting on your bill.[/FONT]


[FONT=Arial, sans-serif]No you haven't. I was under no illusion as to why you have done this and still understand it perfectly. That doesn't make it right, though. I have pay monthly contracts which require me to pay my line rental one month in advance. They have been paid that way for approximately 18 months now. By changing my billing cycle without notice to me you have disadvantaged me financially and I wish to cancel the contracts for xxxxxxxxxx & xxxxxxxx under the clause written into paragraph 11b of my terms and conditions. [/FONT]


[FONT=Arial, sans-serif]Mrs. xxxxxxx, I'm sorry to know that you wasn't informed about the change in billing cycle at the time of purchase of your new contract but as you have taken new contract from Phones 4 U you will need to contact them as I wont be able to cancel your contract without you incurring early termination fee.[/FONT]


[FONT=Arial, sans-serif]Yes you will. See my previous paragraph. [/FONT]
[FONT=Arial, sans-serif]And the one above that. [/FONT]
[FONT=Arial, sans-serif]And at the start of the letter, in fact (from the third line).[/FONT]
[FONT=Arial, sans-serif]Look out for it, because there's a pretty good chance that I'll mention it again too.[/FONT]
[FONT=Arial, sans-serif]I have discussed your issue with my team manager and as one of the case I have credited £25 on your account and the balance on the account after credit adjustment is £23.24[/FONT]


[FONT=Arial, sans-serif]Why? I've asked that the contracts be cancelled, not for a £25 bribe.[/FONT]


[FONT=Arial, sans-serif]I trust this information helps.[/FONT]


[FONT=Arial, sans-serif]Kind regards,[/FONT]


[FONT=Arial, sans-serif]Saurabh Shirolkar[/FONT]
[FONT=Arial, sans-serif]Vodafone Customer Services[/FONT]


[FONT=Arial, sans-serif]Well no, it hasn't helped at all. It has merely shown me that you seem to think that explaining to me why you have done this will make it acceptable. It doesn't. It is in breach of your terms and conditions and- at the risk of repeating myself- I wish to cancel these contracts in accordance with paragraph 11b of those terms and conditions.[/FONT]




[FONT=Arial, sans-serif]As my closing paragraph let me state this:[/FONT]


[FONT=Arial, sans-serif]This will be my last communication with you on this matter unless you agree to the cancellation of the two contracts repeatedly mentioned above for the reasons repeatedly mentioned above.[/FONT]


[FONT=Arial, sans-serif]There is no other satisfactory conclusion as far as I am concerned. None. Your failure to concede will mean that I will have no choice but to take matters further as outlined in your complaints procedure.[/FONT]


[FONT=Arial, sans-serif]Should I not be satisfied your next communication regarding this matter will be from OTELO. I will send them all correspondence regarding this issue and let them adjudicate.[/FONT]


[FONT=Arial, sans-serif]Regards[/FONT]
XXX XXXXXXX

Techhead_2

I don't think being so sarcastic (and rude)with them is going to work. Staying level headed, polite and to the point is the best way to get a result.
According to the T&C they seem to be entitled to change your billing date. Which means that for one month your bill will be more. I think the best you can hope for is some sort of goodwill payment.

David_Scott

Techhead wrote: »

I don't think being so sarcastic (and rude)with them is going to work. Staying level headed, polite and to the point is the best way to get a result.
According to the T&C they seem to be entitled to change your billing date. Which means that for one month your bill will be more. I think the best you can hope for is some sort of goodwill payment.

Agreed but to be honest I stopped reading after 25 minutes :cool:

CaitlinsNanna

Techhead wrote: »

I don't think being so sarcastic (and rude)with them is going to work. Staying level headed, polite and to the point is the best way to get a result.
According to the T&C they seem to be entitled to change your billing date. Which means that for one month your bill will be more. I think the best you can hope for is some sort of goodwill payment.

I do not believe I have been rude. It was written in sheer frutration as a response to what appears to be vodafones standard reply whilst blatently ingnoring the question I have repeatedly asked.
Firstly via the phone then via the website on numerous occasions.
Being repeatedly ingnored by Vodafone I consider extemely rude.
Also there is nowhere in my exisiting contracts that states they may change the billing cycle part way through.

CaitlinsNanna

CaitlinsNanna wrote: »

I do not believe I have been rude. It was written in sheer frutration as a response to what appears to be vodafones standard reply whilst blatently ingnoring the question I have repeatedly asked.
Firstly via the phone then via the website on numerous occasions.
Being repeatedly ingnored by Vodafone I consider extemely rude.
Also there is nowhere in my exisiting contracts that states they may change the billing cycle part way through.

Below is thier latest response & I'm at the end of my tether with them. they quote ' you have not been charged for any greater a period of time than usual'
Oh yes I have!


Hi xxxxxxx,

Thanks for your email into the Web Relations Team.

Having read through your post on MSE I can see that you are very frustrated and feel that you have been charged an extra 25 days line rental. I can understand how the billing may have caused you some confusion, however I can assure you that you will only receive these types of bills at the start of the contract and you will notice that the next line rental bill that you receive will charge you from the 25th March – 24th April when the billing returns to normal.

Although you have received a higher bill, this is not us taking extra money from you and you have not been charged for any greater a period of time than usual. This is simply a pro-rata bill and you will now be billed from the 25th of each month.

Thanks,

Espi
Web Relations Team
Vodafone UK

grumbler

CaitlinsNanna wrote: »

I do not believe I have been rude.

Really?

I'm going to spell this out for you in big letters.

In the internet community big letters mean shouting.[FONT=Arial, sans-serif]
[/FONT]

[FONT=Arial, sans-serif]...I don't care...
[/FONT][FONT=Arial, sans-serif]...That's such poor English it doesn't even make sense.[/FONT]..
[FONT=Arial, sans-serif] ...I couldn't care less...[/FONT]

The English, despite being poor, does make sense.
And many your statements are factually incorrect.

... becoming almost £50 poorer...

You have not become poorer. You just paid in advance and will pay less later (very soon in fact). "disadvantaged me financia[FONT=Arial, sans-serif]lly" - [/FONT]may be, but arguable[FONT=Arial, sans-serif].

[/FONT]The real reason why you want to cancel contracts is obvious to everyone. Personally, I am not sure that the excuse you found is good enough for demanding cancellation.[FONT=Arial, sans-serif]
[/FONT]Let's see what Otelo sa[FONT=Arial, sans-serif]y.
[/FONT]

MrsTinks

Rightly or wrongly... I had the same problem with them which allegedly I should have been informed off by letter or something... and I can assure you I hadn't... they eventually backed down and offered me a credit on my account so in effect I got x amount of free days... my billing date changed, but it didn't cost me any extra that month IYSWIM?
Mind you by then I was well versed in how to deal with Vodafone... I'd had a 4 month battle over "you have towers in x area that have backhaul problems on 3G and a softwareglitch means it doesn't kick over to 2G when that happens leaving me unable to call out or text out etc".... "No we don't"... "I can promise you that you do, here is a list of dates and times it happened - check the logs from the individual towers if you think I'm imagining it..."
3 months later they admitted there was a problem, then I had a month of them uhmming and ah'ing and eventually I got a new phone, 2 months line credit and then abotu another 2 weeks as a result of the billing thing... thing is the home booster for the signal is just too good to change to another provider as signal in this area is rubbish hohum

CaitlinsNanna

grumbler wrote: »

Really?In the internet community big letters mean shouting

.[FONT=Arial, sans-serif]

I believed that Capital letters were shouting in an internet community, not bold, I must be out of touch with what is deemed acceptable!

[/FONT][FONT=Arial, sans-serif] I wasn't discussing this with Vodafone on an internet community, I sent them an email- an electronic letter.
Copying it over to the forum has made it become as such & try as I might I cannot get the text to alter.

[/FONT]

grumbler wrote: »

The English, despite being poor, does make sense.

But it's completely unacceptable that a company allows such appalling use of the English language when communicating with it's customers. It's just another example of a lack of customer care. I'm sure someone such as yourself, who seems to feel it necessary to pick at every detail, finds such grammatical sloppiness just as bad.

grumbler wrote: »

And many your statements are factually incorrect.

Please elucidate.

grumbler wrote: »

You have not become poorer. You just paid in advance and will pay less later. "disadvantaged me financia[FONT=Arial, sans-serif]lly" - [/FONT]may be, but arguable

[FONT=Arial, sans-serif].
If someone takes an extra £48 from your account without warning that you haven't budgeted for that doesn't make you poorer? Would you be happy if your mortgage provider decided on a whim to take two months mortgage payments from your account without prior notice would you be happy about it and would your account balance still be as per your monthly budget?
My contract required me to pay monthly, not 55 days on a contract that has been in existence for 18 months.

Please excuse the bold it's not intentional but the software on the forum will not allow me alter it.

[/FONT]

grumbler wrote: »

The real reason why you want to cancel contracts is obvious to everyone. Personally, I am not sure that the excuse you found is good enough for demanding cancellation.[FONT=Arial, sans-serif]
[/FONT]

Please would you expand upon that? Is a contract not formed to protect both parties?!

grumbler

CaitlinsNanna wrote: »

Please would you expand upon that?

This was just a guess. Majority of people are desperate to get out of contracts because better deals are available around, but they took a worse one because it came with a new phone.

Is a contract not formed to protect both parties?!

It is, but it is not clear cut in your case. Someone above suggested that the contract allows them to change the billing period. I don't think that Vodaphone acted reasonably and personally I will do my best to avoid them. However, IMO £25 is more than adequate compensation for taking £50 from your account 1 month earlier.
As a side note, if your budget is that tight I think 3x£30 contracts if far too heavy burden for it. You can get this much cheaper if you don't chase flashy phones coming with expensive contracts.

Wintermute

If you're going to argue T&C you can't just select the clauses that suit you, ignoring the ones that Vodafone are in. You'd probably get further if you weren't rude, sarcastic and for lack of a better word !!!!!y to them.

You've been given a fair goodwill credit and you've thrown it back at them calling it a bribe, while I think they are guilty of poor customer services and I don't understand them changing your billing date rather than making the new contract fall in line with the others (and only having one pro-rata bill) I'm sure they have their reasons. You're not getting charged anything extra, you've signed up to pay £x spread over y months, that's not changed, you're paying the same overall if you end your contract after the minimum term. If your budget really is as tight as you're making out then you should really be reconsidering your need for 3 contracts when there's cheaper options available.

PNPSUKNET

One thing thats not been mentioned, while you are doing this you credit history is getting trashed. What they bill you for now, wont be billed again