Vodafone cancelled my insurance the day after my claim and wont fix my phone

DUTR

cvernon152 wrote: »

I received a letter in April from Vodafone to declare that my iPhone insurance would be discontinued. After several phone calls to the customer services department I was able to explain that two of the faults fixed with the phone should have been made under the twelve month warranty.

The advisor took instruction from a manager that this was in fact correct and that a mistake had been made on their behalf. I was ensured that the insurance would be reinstated and a reimbursement for £50.99 would be credited to my account for the hassle caused.

I continued to pay my phone bills including a £9.99 cover me insurance premium. When I dropped my phone and damaged the screen I rang customer services only to be told that my insurance had not been reinstated and that there was nothing they could do except refund the premiums that had been taken.

After multiple phone calls lasting over an hour, Vodafone made an offer that they would replace the phone with an iPhone 8GB refurbished model, or upgrade me to an iPhone 4 for the price of £500.00. I refused this offer as my phone is a 16GB model.
I was also told by a Vodafone customer advisor that even if my phone had been insured that damage to the screen or water damage would not be covered, it clearly shows on their website that this statement was false.

I asked in store when my insurance had been cancelled and was told the 14th of July 2011, I made my claim in the 13th July 2011. The insurance part of Vodafone has said they did not get the money from Vodafone therefore they are taking no responsibility.

Another 10 phone calls later at least and after numerous attempts to speak to a manager and being assured I would be called back by one...which I was not he eventually told me there was nothing he would do about this, they have basically washed their hands of it.
Basically it says on my bills I was insured and I assumed this meant I was, is there anything I can do about this as the customer service at Vodafone I have experience so far has be less than useless!!!

Also each customer advisor has told me different things, I have been made promises such as the phone will be fixed and then when I ring back there is no record of this, I am put on hold and disconnected repeatedly....i don’t know if this is a ploy to try and make me give up but it is extremely frustrating.

Re -looking at the post, you mention that you you had a letter in April that the insurance is no longer valid, I'm not sure why you did not insist on a letter to say the insurance was re-instated, you mention you continued to pay £9.99 for insurance, yet if the policy did not exist how could you pay towards it? you were indeed refunded the premium paid, so you may find you are fighting a losing battle

Belnahua

cvernon152 wrote: »

im sure i could think of better things to do with my time than make up stories about vodafone, by the sounds of his name, he was foreign, along with their call centre which is based in Egypt. We cant all have outstanding English like you Belnahua

LOL - me perfect English - far from it!

Anyway, apologies, but it's always a bit strange when someone registers and the first post they do is slag off a company!

But anyway, I know what you mean about the Egyptian call centre - nice but hopeless.

However, may I suggest you go onto Twitter and tweet @vodafoneuk they are very helpful.

2johnies

Vodafone are the worst!!! I think Orange insurance service is reasonably quite good...I dropped my iphone and cracked it...orange replaced it within 24 hours...

DUTR

cvernon152 wrote: »

...i dont want out of the contract, i just want my phone fixed, thats what i pay insurance for.

How much is the excess on the policy?

cvernon152

Belnahua wrote: »

LOL - me perfect English - far from it!

Anyway, apologies, but it's always a bit strange when someone registers and the first post they do is slag off a company!

But anyway, I know what you mean about the Egyptian call centre - nice but hopeless.

However, may I suggest you go onto Twitter and tweet @vodafoneuk they are very helpful.

No problem, i normally just google threads but i havnt came across anyone else this has happened to, normally its the company wont cancel the insurance. n il look into the vodafone uk twitter, didnt think they had anyone employed from the uk.

DUTR

2johnies wrote: »

Vodafone are the worst!!! I think Orange insurance service is reasonably quite good...I dropped my iphone and cracked it...orange replaced it within 24 hours...

Thing is other networks do swift replacements for all sorts of handsets, it's not anything unique :j

cvernon152

DUTR wrote: »

How much is the excess on the policy?

Its £25 i think, but its not just about the money, its the point that on my bill it says my phone was insured, if i hadnt broke it they would have quite happily taken the money off me until the end of my contract.

DUTR

cvernon152 wrote: »

Its £25 i think, but its not just about the money, its the point that on my bill it says my phone was insured, if i hadnt broke it they would have quite happily taken the money off me until the end of my contract.

Come on!, you think the excess is £25? That seems somewhat low, very low , that would not deter people from abusing the policy, as mentioned in post #12, you had a letter to say the insurance would be discontinued, but no letter to say it is re-instated, therefore I think the courts will deem there is no policy to answer for, already 'claiming' twice in such a short period, may suggest you are too high a risk claim and therefore your insurance custom is not desired.

cvernon152

DUTR wrote: »

Come on!, you think the excess is £25? That seems somewhat low, very low , that would not deter people from abusing the policy, as mentioned in post #12, you had a letter to say the insurance would be discontinued, but no letter to say it is re-instated, therefore I think the courts will deem there is no policy to answer for, already 'claiming' twice in such a short period, may suggest you are too high a risk claim and therefore your insurance custom is not desired.

I never had a letter initially to confirm the policy, if they are taking the money for it, ud assume its active, the original faults should have been put under warranty. If i knew i didnt have insurance i would have got it from a provider elsewhere.

DUTR

cvernon152 wrote: »

I never had a letter initially to confirm the policy, if they are taking the money for it, ud assume its active, the original faults should have been put under warranty. If i knew i didnt have insurance i would have got it from a provider elsewhere.

Which is what you should have done when you recieved the letter back in April, I'm no lawyer, but I do feel you would lose the argument in court