Vodafone to Change Prices from 11 Oct 2011

faitaru

Warrick wrote: »

I had a text from him at 5 to 5 saying they're using the bill before the text was sent and not my September bill.

I sent an email back immediately (as you can't reply to the text number) asking why the forums were full of people who had successfully cancelled using their September bill, but only after they have argued against VF trying to use their August bill. Sounds like they're deliberately trying to mislead customers to me.

I've also said that if they insist it's the August bill that they're using then I've requested an email stating that so I can refer this case to the ombudsman.

What gets me more that anything is that they replied by text. I mean, seriously, a text? Nice way to deal with a formal complaint.

I think it all depends on WHEN you received the text outlining the price increase. My bill comes on the 12-14th of the month, and I got my text on the 20th. Because of that, I was able to use my September bill. If you received your text before your September bill, then they can and will be using your August bill for their calculations.

I have to say a text message is not a great way of communication for this though. They can do better than that.

faitaru

buscape wrote: »

Has anyone who sent an email on it's own to Vodafone had their contract cancelled?

Mine was cancelled just on receipt of the email. They had not received the physical copy of the letter through the post when I got confirmation of the cancellation.

That being said, my email gave assurance that the letter would be with them in time, so maybe it was done on that basis.

Warrick

faitaru wrote: »

I think it all depends on WHEN you received the text outlining the price increase. My bill comes on the 12-14th of the month, and I got my text on the 20th. Because of that, I was able to use my September bill. If you received your text before your September bill, then they can and will be using your August bill for their calculations.

I have to say a text message is not a great way of communication for this though. They can do better than that.

I disagree.

The clause in the T&Cs states (or at least it used to say):

• we increase your charges in the UK which has the effect of increasing your total charges (based on your usage in the previous month) by more than 10% and you write to us before the increase applies

Now there is no mention of "based on your usage in the previous month to when we notify you of the new charges" or "based on your usage in the previous month or any other month VF choose to use in order to shaft you".
This clause states that if your usage in the previous month (and as there is no clarification of this, we have to assume it refers to the month before the charges take effect) would have been 10% higher as a result of the new charges, you can cancel.

VF are peeved that their T&Cs contain a loophole, but that's not our concern. The law states they have to abide by their own T&Cs, and I'll do everything I can to make sure they do.

Now, as they have changed their online T&Cs to:

• we increase your charges in the UK which has the effect of increasing your total charges (based on your usage in any of the previous three months) by more than 10% and you write to us before the increase applies

This presents a slight conundrum. If they are saying that this change applies to everyone, then it must mean that the customer is free to choose any of their previous three bills to do the comparison.

The reason for this, is that VF are only allowed to change T&Cs without informing the customer if those changes will not negatively impact the customer in any way. Therefore if the changes mean that VF can choose the month to do the calculation to suit themselves, and you would have been able to cancel under the 'previous month' clause but you can't under the 'previous 3 months' clause, then you are able to cancel under:

• we change this agreement to your significant disadvantage including changing or withdrawing services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply if the change or withdrawal relates to services which you can cancel without us ending this agreement.

Either way, I can cancel. Watchdog seem to think so, and so do Consumer Action. VF are dragging their heels to get as much money as possible out of their customers.

Still, I reckon this is going to involve an ombudsman involvement.

fox2319

Getting annoyed now. I emailed Guy Laurence and got a reply from one of his minions saying that as my increased bill was only 0.6%, I wasn't going to be eligible.

My last bill was:
£35.75 - Line rental (iPhone)
£5.00 - 500MB Tethering add-on
£1.61 - MMS and probably a few others.
£42.36 Total

My equivalent bill under the new regime would be:
£36 - Line Rental
£10 - 500MB (2 x 250MB) Tethering add-on
£1.70 - MMS (Guesstimate)
£47.70 Total

I was told by Nick Buxton that my bill would increase by 0.6%. By my calculations, I'm looking at a 13% increase. I'm sending a letter off to them today by recorded delivery and requesting a PAC. If they don't do it, I'll be going via Watchdog / Ofcom.

They had the opportunity to leave the status quo for existing customers but instead they've chosen to alienate a large number of us just to make a few quid.

lyndseyplastic

has anybody heard anything today?

fox2319

lyndseyplastic wrote: »

has anybody heard anything today?

Just a boilerplate email saying that my bill was only rising by 0.6% (rather than the 13% I calculated it to be)

moty1984

Ive heard nothing and I emailed yesterday

lyndseyplastic

moty1984 wrote: »

Ive heard nothing and I emailed yesterday

Im speaking to vodafone via twitter and they have said Dan isn't working today.

They've took my email address and are referring to the appropriate team apparently. So let's see how this goes.

moty1984

lyndseyplastic wrote: »

Im speaking to vodafone via twitter and they have said Dan isn't working today.

They've took my email address and are referring to the appropriate team apparently. So let's see how this goes.

But I bet he was in yesterday and id be pretty sure they have more than one person on this situation. Somethin aint right.

lyndseyplastic

They said he's emailled dan and that he should be in touch tomorrow