Vodafone refuses to correct all billing errors, can I terminate the contract?

mtsblogs

Hi all,

I have an 18-month iPhone contract with Vodafone. It expires in 4 months.

I am Russian and I travel frequently to Moscow.

Recently I checked my last bill and found that SMS texts that I sent in roaming were charged twice. The original charge was 35p, but 3 hours later I would be charged again 20.8p+VAT. Time difference is +3 hours and it happened on 7 different occasions during two weeks I was there.

I contacted Vodafone Customer Services on 191. After a long investigation I was advised, that I was correct and I would be refunded around 1.70.

I asked Vodafone to check my other bills for the length of my contract to find all errors. But I was refused, advised I had to do it myself and I was told bills are only available for this year, 2011. Also Vodafone added that I had only three months after the bill to contact them if there was an error in such a bill (as per T&C).

I checked online and did find some more errors. And, as advised, the bills from 2010 are not available.

What can I do in this situation?

I think my best option is to send a Data Access Request and ask for all records for the past 6 years. From there find all errors and total up. Then add 8% interest, then also add £10 per hour it took me to sort it out (including calling them). If they refuse to pay - take them to court.

Alternatively, would this be a breach of contract by Vodafone?

gjchester

mtsblogs wrote: »

I think my best option is to send a Data Access Request and ask for all records for the past 6 years. From there find all errors and total up. Then add 8% interest, then also add £10 per hour it took me to sort it out (including calling them). If they refuse to pay - take them to court.

Alternatively, would this be a breach of contract by Vodafone?

Why have you not checked them, it would hamper any case, as there is an expectation that you should be checking your bills as you get them not at the end of the contract.

The mobile compnaies will usually deal with the last three months bills, beyond that you would be deemed as not contesting it so accepting the issue.

Vodafone

Hi mtsblogs,

I am sorry to hear that there has been some discrepancies with your bill. I can certainly understand why you would be frustrated.

We would usually only go back to the last three months bills if there are any errors, as gjchester has mentioned. However, I am happy to look into the issue in more detail if you email the information to me.

You can get in touch with me directly via the email address here. To make sure it comes through to me personally, you will need to put WRT135 FAO Heidi in the subject and also include a link to this thread.

Many thanks,

Heidi
Web Relations Team
Vodafone UK