Vodafone say ordering a new sim constitutes a new 24 month contract: how to challenge

MuddledOfMiddlesex

My chap lost his phone at the end of April, out of contract with Vodafone.

He called to cancel the current SIM, and also request a new SIM, making it very clear on the phone (I overheard him) that he was out of contract, was planning to buy a new handset and then to port the number, after numerous problems with them over the last two years.

The member of staff appeared to have numerous problems understanding him, but eventually the new sim arrived. He has already been invoiced £12 for the new SIM.

In the meantime, we bought a contract-free, unlocked phone and he requested the PAC code - again, confirming on the phone, that he could terminate the contract without penalty by sending an email via Vodafone - and the number ported to Orange last week on a one month's notice contract.

However, in response to the email, Vodafone have insisted three times that requesting a new SIM constitutes a new 24 month contract and they will charge him the exhorbitant monthly fee (based on what he was paying last time) until May 2013. Each time they ignore the fact that he cites the above information in his responses. Apart from anything else, why would anyone sane renew a contract for two years without a) an upgrade handset or b) a better deal or c) in exchange for simply a SIM card?

We're at the end of our tether - I switched last month because of the same terrible customer service (years and years of it), but what are we supposed to do now to expedite it? All hints gratefully received.

DUTR

so what is up with sim only?

bengalknights

Tell them to immedialty downgrade to sim only on the cheapest plan or provide a phone of equivalent value of the contract.

hpuse

Ordering a new simcard is usually free as well as PAC when out of contract.
Try redo this topic here: http://forum.vodafone.co.uk

grumbler

MuddledOfMiddlesex wrote: »

He called to cancel the current SIM, and also request a new SIM,

When you lose a sim you call to block it, not to cancel. Probably this was a reason for misunderstanding.
Did the new sim came with the same or a new number?

Vodafone have insisted three times that requesting a new SIM constitutes a new 24 month contract and they will charge him the exhorbitant monthly fee (based on what he was paying last time) until May 2013.

As usually, they are talking rubbish. Even if misunderstanding resulted in what they think to be a new contract, sim only contracts they have are only rolling and 1 year. No way it can be 24 months.

Techhead_2

I agree with grumbler, this could be a misunderstanding because of the 'wrong' words used. You would call and ask for the SIM to be blocked and for a replacement SIM to be issued.

Asking to cancel and for a new SIM, sounds like wanting a new contract.

I also agree with grumbler that it will be difficult to sort this due to the poor standard of service. I would make sure formal complaint, in writing, about the lack of service in clearing up the misunderstanding.

Vodafone

Hi MuddledOfMiddlesex,

I can see that there has been some sort of mix up here with what you were requesting.

So that I can help get this sorted out for you, can you drop me an email to the address shown here with WRT135 FAO Heidi in the subject and a link to this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK