Vodafone problem..

Wooly

Hi - I wonder if anyone would care to comment on a dispute I currently have with Vodafone regarding my son's mobile phone contract. I took out the 'rolling' 30 day contract in April 2011, the bundle includes 300 call minutes, unlimited texts, access to Blackberry emails etc and 1gb of internet usage. The first bill I received in April was correct charging me the £20.67 agreed. Subsequent bills have insisted on charging extra call charges although all the bills quite clearly state that the call usage has not been exceeded eg May bill shows a total of 2 hours 34 mins 55secs (a total of 155 mins?). After a call to Vodafone each time a bill has been raised they have actually changed the direct debit payment to the correct monthly charge. However this month (July) the bill came through for £71.92 and because I was on holiday the direct debit payment has actually left my bank account before I could contest it. I have emailed Vodafone several times and this is their latest explanation telling me that "I can confirm that your total minute adds to 2 hour 58 minutes. However, as per the bundle minute usage all calls that are less then 1 minute, i.e. 10 seconds, 25 seconds are considered as 1 minute calls. Due to this you have exceeded you free allowance by 55 minute and 11 seconds and hence extra charges." I am at loss to understand their reasoning particularly as their online blurb states all calls are charged per second. Am I being a bit thick here or being ripped-off?? Any advice would be really appreciated as my poor son is being castigated and told not to make any calls until this has been clarified. Thanks

jamespir

Wooly wrote: »

Hi - I wonder if anyone would care to comment on a dispute I currently have with Vodafone regarding my son's mobile phone contract. I took out the 'rolling' 30 day contract in April 2011, the bundle includes 300 call minutes, unlimited texts, access to Blackberry emails etc and 1gb of internet usage. The first bill I received in April was correct charging me the £20.67 agreed. Subsequent bills have insisted on charging extra call charges although all the bills quite clearly state that the call usage has not been exceeded eg May bill shows a total of 2 hours 34 mins 55secs (a total of 155 mins?). After a call to Vodafone each time a bill has been raised they have actually changed the direct debit payment to the correct monthly charge. However this month (July) the bill came through for £71.92 and because I was on holiday the direct debit payment has actually left my bank account before I could contest it. I have emailed Vodafone several times and this is their latest explanation telling me that "I can confirm that your total minute adds to 2 hour 58 minutes. However, as per the bundle minute usage all calls that are less then 1 minute, i.e. 10 seconds, 25 seconds are considered as 1 minute calls. Due to this you have exceeded you free allowance by 55 minute and 11 seconds and hence extra charges." I am at loss to understand their reasoning particularly as their online blurb states all calls are charged per second. Am I being a bit thick here or being ripped-off?? Any advice would be really appreciated as my poor son is being castigated and told not to make any calls until this has been clarified. Thanks

all networks do this youre not being ripped off at all its like a connection cost

OneADay

Is there a link to the terms and conditions for the particular plan?

All I can find is this http://www.vodafone.co.uk/vodafone-uk/about-this-site/terms-and-conditions/products-and-services/pay-monthly-price-plan-terms-your-plan/index.htm

which relates to monthly price plans (which would probably cover sim only rolling plans)

It states

6. All calls are charged per second and a one minute minimum call charge applies to calls which are not included in your monthly allowance. Our pricing information is on our website www.vodafone.co.uk

Now if the OP used 155 minutes, then its within the 300 minutes monthly allowance and if the above applies to the particular plan the OP is on.

If OP took the mobile abroad and made calls or received calls abroad, that might explain the extra cost.

So I would be looking at the itemised breakdown of calls / texts for that month to work out what exactly is being charged.

Wooly

But why when I have queried this previously then have they admitted to it being an error and corrected it back to the original amount?

OneADay

Wooly wrote: »

But why when I have queried this previously then have they admitted to it being an error and corrected it back to the original amount?

No idea what your previous case was.
It could be goodwill or genuine error.

In any case, if you want to work out your existing problem, you need to answer the question - was the mobile used abroad? what does the itemised billing say. Were 08 numbers used? etc etc.

Darlyd

Sorry can't help. BUT you can get much better/cheaper deals than what your getting.

My DD has tesco 30day rolling contract, 1000 mins unlimited texts and 1gb internet for 10 pound per mnth. Bargain !!