Major Problem with Vodafone/e2save

Legacy_user

Hi everyone,

I'm at the end of my tether with this situation, and I was hoping someone might have some advice for me.

I've had a vodafone contract for years, and always got my upgrades direct from the shop. About a year ago, I got a call from a company from e2save asking me if I wanted to upgrade through them. They confirmed that I could send the phone back if I didn't like it, so I agreed. When I got the phone, I didn't like it so sent it back. They called to confirm that they'd received the phone.

I didn't hear anything else from either company, but vodafone continued to take the money out of my account each month. I was working, studying and planning a wedding at the time, so didn't sort it out for months - stupid, I know. Eventually, I decided I wanted a new phone and realised I had to do something about this.

On 21st April I called vodafone, who confirmed that they had no record of me returning the phone to e2save - as far as they were concerned, I still had the full two-year contract. I called e2save, who confirmed that they had informed vodafone that I had returned the phone. They said they would email vodafone again, to get it sorted out, and would call me back when they had an update.

I didn't hear anything for a while, but gave them the benefit of the doubt, as it was the Easter weekend. I next called vodafone on 13th May to check whether they had heard from e2save - they said they hadn't. So I called e2save again, who kept me on hold for ages. Eventually they came back and said there was a problem (they didn't clarify what the problem was) that they were investigating, and that they would get back to me when they had an update. I also asked to be copied into any email correspondence between them and vodafone, which they agreed to do.

It's now 5th June, and I've heard nothing back from either company - this week, the money for my vodafone contract was taken out yet again. I feel really helpless - I hate confrontation and have no idea what's going on. As there are two companies involved, I'm not even sure which one to get angry with. Surely this isn't legal? Even if you only count from when I first called them this year (which seems reasonable, as I didn't take any steps to fix the issue before that) - I've had 3 months worth of money taken from my account, and that makes £165, which I really can't afford. Plus all the money that each phone call costs!

Has anyone been in a similar situation before, and if so, what did you do? I know people can't give legal advice on the forums, but any general advice would be greatly received, as this thing is really starting to stress me out.

Vodafone

Hi x-caitlin-x,

I am sorry to hear that you have had some issues getting this sorted out.

I am happy to take a look into this for you from our side if you drop me an email to the address shown here. You will need to put WRT135 FAO Heidi in the subject and include a link to this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Dreamscometrue

Hi,
I'm also having major problems with Vodafone/e2save. I took out my original 2 year contract via e2save and it worked out very well. I received a huge ammount of cashback and I was very happy with it. e2save called me re renewing at the end of Sept for another huge cashback deal with a new phone on the existing number. All of the agreement took place over the phone. I didn't know when the renewal would kick in but when I checked in October it hadn't. Vodafone received nothing from e2save and many calls to e2save later they told me that the upgrade had failed but didn't know why. They told me that they could put the same upgrade through again and would have to run another credit check. I said okay. A few days ago I received an email from Vodafone with the renewal information and 'thanks for choosing us again' etc but I have checked online and my plan hasn't changed. I have phoned them and even though they sent the email they say that they have no record of the renewal! I'm currently on the phone to e2save and have been listening to music for the last ten minutes whilst put on hold (it also takes forever to get through to a human at e2save). e2save have just told me, 'yeah, it's all gone through'.

Dreamscometrue

Finally e2save have come back to me after speaking to Vodafone. It hasn't gone through and they are now going to try it a third time which will of course require a 3rd credit check and a further few days wait! Lets see if it's third time lucky!

Dreamscometrue

I logged into Vodafone about a week ago and the new plan appeared. I've just received an email to say that my bill is ready. It looks as though I've been billed for the new more expensive plan but on the home page of My Account my old plan has suddenly reappeared! What a mess. This is ridiculous. I can't phone them in the morning as it takes forever to get hold of them and they don't get out of bed early enough. It will have to wait until next week. Vodafone/e2save please sort yourselves out.Anyone else out there considering renewing with Vodafone via e2save I would advise to avoid like the plague. :mad:

gjchester

Dreamscometrue wrote: »

Anyone else out there considering renewing with Vodafone via e2save I would advise to avoid like the plague. :mad:

The issue is with e2save not vodafone. If e2save don't forward or forward incorrect details how can Vodafone make the changes?

Dreamscometrue

Vodafone did update my account with the new plan but they have since reversed it! I'm awaiting their response.

Dreamscometrue

My order status now shows as returned when I log into my e2save account. I've been using my new phone since the end of September. There is no mention of any further order and when I login to my Vodafone account it now gives upgrade options! I can't get through to e2save, I've been listening to their music for over 15 minutes! They must be making a fortune for these phone calls. It's a good job that I'm not paying the bill! I'm getting nowhere with this. Time to look up the ombudsman I think.

Vodafone

Hi Dreamscometrue,

I am sorry to hear you are having some problems with your plan.

So that I can look into this for you and make sure you are on the correct plan, can you send me an email to the address here with WRT135 FAO Heidi in the subject and include a link to this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK