Vodafone to Change Prices from 11 Oct 2011

satchef1

It might be worth getting each others' details and referencing other complaints in letters to MPs. If they know this isn't just a one person issue (even if the other people are from other constituencies) and that other MPs have been notified they are more likely to look in to this. The problem with us all going through the courts individually is it's essentially letting Vodafone off scot-free, it will barely cost them anything to pay us all off and there will be no long-term consequences.

satchef1

Hi Bitter Wallet,

As a follow-up to your article on 15 September about Vodafone’s price increases I thought you might like to know about the problems many of us are having with cancelations. In a nutshell, Vodafone are refusing legitimate claims to cancel contracts. Myself and others have had their attempts to cancel under condition 11b refused, and we are all struggling to find a way to proceed. OFCOM have confirmed that Vodafone are in breach of their General Conditions (see the email below) but are seemingly doing nothing about it. The Ombudsman has been refusing to take on cases because they are ‘commercial issues’. The only avenue that seems to be left open for us is paying the hefty Early Termination Fees and then going through the laborious task of pursuing Vodafone through the courts to get the money back. That’s all very well and good on a case-by-case level, but it does nothing to solve the overlying problem that Vodafone are showing a blatant disregard for their own terms and conditions and the general conditions laid down by OFCOM.

Personally I am disgusted with the way myself and other Vodafone customers have been treated. It seems that Vodafone has put the new pricing scheme in place in order to swindle customers out of more money, and are refusing to let people leave in order to ensure that they get that money. While some of us are prepared to see this through to the end, how many will have dropped their case when Vodafone refused to cancel?

I’m sending this email in the hope that you will express an interest in running a story about our situation. There’s a thread on the Money Saving Expert forums with all of the details.

Thanks,

Stu.

I've just fired off that email to Bitter Wallet. Anyone want to make any amendments before I forward it to other members of the press?

fox2319

overlying -> underlying but otherwise looks good.

fox2319

Update from OfCom. I've just received the attached information:

Dear Mr xxxxxx

Thank you for your further email of 28 October 2011.

Unfortunately, we do not set a figure for material detriment; however, as you feel you exceed Vodafone’s 10% mark, this is an issue for Ombudsmen Services: Communications.

Whilst they cannot deal with changes to terms and conditions, they can deal with consumers who feel they will suffer material detriment. As such, you should make clear to them that this is what you are disputing.

With regards to Vodafone not giving the full 30 days notice; this is something that should be raised with them directly and can also be taken to ADR.

Whilst I understand you would like us to force Vodafone to resolve the issue, unfortunately, we do not have the power to get involved in individual disputes. However, I have made a formal record of your complaint and if we see an increase in issues like this, we may raise this with Vodafone directly.

I hope this information proves useful.

Yours sincerely

xxxxxx
Consumer Contact Team

So, it looks like the Ombudsman can act on this matter so it's worth going through it with them again. I've emailed the ombudsman about this and will probably give them a call tomorrow.

musical_norwich

I've had enough of OFCOM's failings... We've never asked OFCOM to intervene on an individual basis. The concern is that OFCOM doesn't intervene, even when tens of thousands of consumers are misled and disadvantaged. So, I've submitted the FOI below. If OFCOM quotes a non-trivial price for the information, are any of you willing to help with the costs?

My FOI request is regarding the regulation of mobile telecoms providers.

I am interested in OFCOM information relating to the General Conditions and mobile telecoms providers, in particular General Conditions 9.6 (formerly 9.3) and GC18. In addition, I seek information related to the scope and relationship between OFCOM and the arbitration providers in relation to upholding the General Conditions, again, particularly relating to GC9.6 (formerly GC9.3) and GC18. I also require information relating to communications between OFCOM, the EU, the arbitrating organisations and the mobile operators regarding the General Conditions, particularly General Condition 9.6 (formerly 9.3) and GC18.

I am happy to receive documents in electronic format by email in order to minimise any costs. If your quoted costs are unreasonable I will seek the support of my MP. If you need more information from me please do get in touch. I seek the information to understand why and on what basis OFCOM refuses to enforce the general conditions as part of the regulatory regime, particularly with respect to mobile telecommunication operators and GC9.6 and GC18.

Thank you in advance.

Warrick

I don't mind chipping in if it's a sensible price.

diamonds

musical_norwich wrote: »

I've had enough of OFCOM's failings... We've never asked OFCOM to intervene on an individual basis. The concern is that OFCOM doesn't intervene, even when tens of thousands of consumers are misled and disadvantaged. So, I've submitted the FOI below. If OFCOM quotes a non-trivial price for the information, are any of you willing to help with the costs?

No governmental dept should charge, you pay & own them.

diamonds

http://www.aptn.com/80257026004B1988/httpContactUs?OpenForm

fox2319

It's been an odd week for updates. I got through to the ombudsman yesterday and was told they were taking on my complaint, only to get an "Oops, my mistake. We're still thinking about it" email shortly after. Today, I received a letter from my MP saying he'd got in touch with Guy Laurence's office and would let me know the results.

musical_norwich

fox2319 wrote: »

It's been an odd week for updates. I got through to the ombudsman yesterday and was told they were taking on my complaint, only to get an "Oops, my mistake. We're still thinking about it" email shortly after. Today, I received a letter from my MP saying he'd got in touch with Guy Laurence's office and would let me know the results.

I am sure this is a cosy little stitch up cooked up by the mobile operators and OFCOM, with the ineffective ADR process a fig-leaf of propriety. The big problem for them is pesky consumers like us and the inconvenient truth that English law and EU Directive say something different. Let's hope your MP is on the ball. Maybe they could get in touch with the Culture Select Committee which supervises OFCOM? It could be good publicity for MPs acting as consumer champions kicking a lazy quango up the...

I heard back from OFCOM today. They are acting on the FOI.