Vodafone are scammers

Annie._2

Would need to take a deep breath to bother reading that complaint.

Perhaps the poster would like to rewrite it just stating the facts.

visidigi

I got bored after the third paragraph - and I would guess Vodafone dont know where to start because its really not clear - if you make a complaint leave out the sarcasm and it will help a) make it more readable andb) help you get a solution.

I can't understand something near the beginning - you went into Phones4u and they said they could buy out your contract - so why are you buying out your contract? Surely this is something Phones4u should do and thats then causes the snowball effect that you're faced with...s

visidigi

boyle01 wrote: »

I have an issue with payments not being taken correctly.

16/11/11 around 11.30am


I had a contract with Vodafone under mobile number xxxxxxxxxx. In JULY THIS YEAR I wanted a better phone so decided to go to phones for you as there was nothing you could do for me at Vodafone. I was told I could buyout my existing contract under xxxxxxxx and have a new phone/number through phones for you. So I took out a new phone/number. I set up my new account through phones for you under mobile number xxxxxxxx so to recap we have the following numbers xxxxxxxx which in July I was and now HAVE cancelled and paid a buyout fee on (although your company are still taking money off me for this number) and my NEW AND CURRENT NUMBER - xxxxxxxx.

There is also a third number listed on my account this is my BROTHERS number.

I contacted you NUMEROUS times to try and sort this out and finally I received an email from your webform buyout team (a person called xxxxxxx) on 16/07/11 confirming the current ETF (buyout amount) at that date was £130.83 however because I had a credit on my account under xxxxxxxx MY OLD NUMBER the ETF amount to pay was actually £98.59 and that it reduces daily.

I responded to this email to request how I can pay this ETF off, on 19/07/11 I received an email from your webform buyout team (from a person called xxxxxxx) confirming the methods I could pay, one of them was calling you on 191 to make a credit/debit card payment.
I then went on holiday so decided to pay the ETF on xxxxxxxxxx when I returned as the outstanding ETF amount should have reduced even further by then.

On 8/8/11 after returning from holiday I contacted 191 to buyout/pay off the ETF on my old number xxxxxxx and was told the buyout payment was £82.99. I made this payment by debit card on 8/8/11 and have the bank statement to prove that your Banbury branch have taken this amount from my account on 8/8/11 to buyout and CANCEL my existing contract under xxxxxxx.

In September I called again after your company had continued to take the monthly line rental from my old and CANCELLED/BROUGHT OUT NUMBER, despite this number having been cancelled. Once again I was assured that the amount taken (2 months line rental) would be credited against my new number xxxxxx, it has not!

On 4/11/11 YOUR COMPANY TOOK £120.79 out of my bank account WITHOUT NOTIFICATION OR PERMISSION FROM ME! I call you to see what this is and you confirm it’s the buyout/ETF payment for my old number xxxxxxxx

I have called you since this payment went out and was told on Saturday 5th November that this was A MISTAKE ON YOUR PART and the person could see I had already paid the ETF for XXXXXXX so this should NOT HAVE BEEN TAKEN FROM MY ACCOUNT. I demanded a refund. I was told I would have a refund in my account within 3-5 working days.

I called yesterday 15/11/11 to see why the refund hadn't arrived and spoke to a manager in one of your call centres (think her name was xxxxx) who told me THE REFUND WAS STILL PENDING AND BEING INVESTIGATED AND WAS WITH THE REFUNDS TEAM. I asked for call back yesterday from someone who deals with the refunds to sort this out and I didn’t get one.

Edited it down and even then its pretty long and full of unnecessary capitals.

What you need to do is call your bank. They will return the direct debit for you and will advise Vodafone its been returned. This is part of the Direct Debit guarantee - do this and then go back to Vodafone.

NFH

xenu wrote: »

The signal was just as poor with this box which I felt was a total waste of money and even within the 14 days distance selling act they refused to refund me.

It's not 14 days. Section 11 of the Consumer Protection (Distance Selling) Regulations 2000 states that "the cancellation period ends on the expiry of the period of seven working days beginning with the day after the day on which the consumer receives the goods".

ridethelightning

I agree that vodafone a terrible company to deal with and would I never go back to them, just curious, how was the ETF £300 for cancelling 6 months early (according to vodafone)? That would make the line rental over £50 a month (you dont pay VAT on ETF) yet you say you were paying about the same as the sim only deal, £20/month.

boyle01

I have had nothing but problems with Vodafone since trying to pay an early terminaton fee on one of my contracts with them in July, yes July and we are now in November!!! I am still with Vodafone under my new contract/number and I really ask myself now why I bothered to stay with them.

I paid the ETF for my old phone/number which was £82.99 on 8/8/11 and have the debit on my bank statement from Vodafone to prove it and a text from Vodafone thanking me for my payment. That should be it end of that contract and start of my new one. However Vodafone continued to take the line rental from the 'paid off/closed' contract out of my bank account for the next two months and charged me another ETF payment for £120.79 on 4/11/11 which again they just took from my bank without warning - I class this as theft! It's not money I owe them as I paid off the ETF in August it's a mistake on their part which various customer services staff and managers have told me over the phone and I have been promised by so many of these people that they will refund me the money they owe me and call me back regarding my complaint but to date nothing.

To say I am angry and frustrated with this company is an understatement!

I need to escalate my complaint as I've already emailed their complaints team on 16/11/11 via their webiste and had an email stating I'll get a call from them in 48 hours and I haven't. On 18/11/11, 48 hours later I called them to see why no one had responded to my complaint and a 'supervisor' in the customer relatins team (I have his name) assured me he would take 'ownership' deal with the complaint and authorise a 48 hour refund and call me back - surprise, surprise none of this happened.

I then called them again on 21/11/11 to see why the promises I was made on 18/11/11 hadn't happened and again spoke to a manager who assured me I would have the money back in my account by 25/11/11 and that she would call me on 25/11/11 to check I had received it. What a surprise no money in my account and no call back from her either.


Can anyone please tell me the name of Vodafone's regulator and how best I contact them so I can refer my complaint to them? I will also send a copy to Watchdog.

Thanks.

A very frustrated Vodafone customer :mad:

grumbler

Regulator is Ofcom.
Ombudsman (ADR) is http://www.ombudsman-services.org/communications.html

amandamilner

visidigi wrote: »

Ahh bleach thread - you and the OP make good company, throwing slanderous comments around awaiting everyone to agree with them and disputing any reply that deal with facts and legal standing.

If you don't agree with me thats fine, I don't agree with you or the OP and that is my right, its an opinion.

Thanks

Fantastic. Ive got to you. U crack me up. Now, lets hope someone gives you a life for Chrimbo cos you surely not got one.
Get over it darling. xxxxx