Dodgy Upgrade with Vodafone - anyone had the same problem?

paulh84

Hi everyone!

In November 06, I received a new mobile from Orange, the Sony Ericsson K800i, the contract was £19 per month with 100 anytime minutes and 500 texts - for 12 months.

The day I received the phone, I got a call from my old provider Vodafone, with whom I had requested my PAC code. The girl (called Joanne) tried desperately to get me to stay with Vodafone offering me two contracts, one for £15 for 7 months increasing to £30 which had 250 mins and 500 texts the deal included a new K800i, however I had no interest in ever paying £30 line rental regardless of whether I would be saving money . So I rejected this deal.

She next offered me a contract for £10 for 9 months and £20 per month thereafter which had 125 mins and 250 texts per month, this also included the K800i. This time I accepted the deal and the phone arrived the next day.

On 3rd January I contacted Vodafone to ask why my new price plan had not been updated on their internet service "My Vodafone". The girl (called Jenny) had asked me what my new price plan was, and I told her £10 per month, 125 mins with 250 texts.

"No! Thats wrong!" I was told "You can't get a new phone for £10 per month! That price is only for those who keep their old handset!"

I told her that that was not what had been agreed and restated the contract that I was led to believe was true.

"You must have misunderstood what was said." she argued "It says here that you were offered two contracts, one with a new handset for £20 per month, and one without a new handset £10 per month" I explained to her that I had indeed been offered two contracts, but...

"Well exactly...that's the one without the handset!" She interrupted.

I could not believe the rudeness of this girl!

I explained to her the details of the other contract £15 for 7 months £30 after that.

She wasn't interested.

Anyway I left it at that telling her that i'd write a letter instead, because clearly she wasn't going to help me, and I was beginning to swear at her, which is completely out of character for me.

I can categorically say that I was never offered a contract where I kept my old handset!

I was just wondering if anyone else has had this problem, and what they did to get it resolved.

Paul

bakerlad1983

i always have a problem with the billing issues with them, i end up ringing head office as customer service is useless there. The other thing i do is go to the store and say you want them to sort it. just be firm with them, why would customer services want to help you. its a low paid job for them and they want it as easy as possible. go higher up where you can speak to people and also put in a complaint about how you were treated. just put your foot down on it and good luck

faza20

Hi Paulh84

Very sorry to read the problem you're currently having, I work for Vodafone and may be able to help.

Without looking at your account, it's very hard to say what has gone on. If you would like us to take a look at your account, and try to resolve it for you, go to www.vodafone.co.uk, then conatct us. You can then send us an email directly. If you include FIT135 in the body of the text, it will be picked up by a team who monitor the public forums, and will be happy to help.

Hope this helps

Coupon_Queen_3

Yeh I had exactly the same issue when I tried to upgrade.
The guy I spoke to offered me a new price plan with K800i, I said I'd think about it & call back.
Called back & spoke to a girl & was told I should'nt have been offered that plan & could only have the price plan without the new phone. Seems very dodgy.
She said she would get the first guy I spoke to to ring me back, but he never has.

I have since wrote to them to cancel my contract.