Urgent help needed on Vodafone contract issue

c-m

Hi guys,
I'm looking for some urgent help on a phone contract issue with Vodaphone. Here is the problem below, taken from my letter to vodaphone:

I terminated my previous Vodafone contract in November 2007. At this time I also requested my PAC. As per my request my account was terminated, however I never received my PAC code. I had been looking around at other offers but the lack of a PAC code meant I would be unable to port my number across to another network. I called Vodafone customer service to complain, and they informed me that in my original cancellation letter I did indeed request a PAC code and so they activate my account again long enough to process this request.


After finally receiving my PAC code, I was contacted by a member of Vodafone retentions team offering me a new contract. I had decided on a contract from O2, On-line 25 offering a 12 month contract with 250 free minutes per month and 125 text messages and a free Samsung D900 all for £25. I told this to the Vodafone representative who said he could match the deal offering an 18month contract. I refused stating that the O2 contract would only be 12months. He then agreed he offer a 12month contract, but I still refused as the deal he offered was no better than the O2 deal. To sweeten the deal he said, he then offered 6 months half price line rental, to which I accepted.

Now, after not receiving any bills and having vodafone customer services contact me regarding unpaid bills, I found out that there were no notes on the account offering 6month line rental. This was what induced me into the contract in the first place.

I wrote a letter to vodaphone complaining and stating I would take further action if necessary. They called me today offering 3months half price line rental, which although is meeting me half way is still not the orginal agreed deal.

I rejected the offer and told them my next steps would be to take action to render the contract void. The customer service woman said she would speak to her manager and call me at 17:00.

What are your opions on this situation considering it was Vodafones misrepresentation that induced me into the contract to begin with, but of course I wasn't recording the converation at the time (i was at work) and they claim to have no notes on the matter.

Any thoughts?

-1-

It does seem like your word against theirs.

As they have no record of it, I think they have done ok to offer 3 months half price and meet you in the middle. Although you didn't agree to this it is better than nothing.

Unless the person logged the details on your account when you rang then it's your word againgst theirs. It's always good to get the persons name and extension number (they all have one) so you can find them again.

Hopefully you do get a call at 5pm, but (and I hope i'm wrong) my suspicion is the person you we're speaking to finishes at 5pm for the day so they don't have to deal with the problem, and if they didn't log the account then their would be no trace of a call from you.

Calls are sometimes recorded as their team leaders listen in to make sure they give good customer service and sometimes their is a special department who records "random" calls throughout the day to make sure good CS is given.

I would see what happens @ 5pm, if nothing happens then call them again (their open until 8pm) ask to speak to a Team Leader there and then, also take their name and extension number.

If nothing comes from that, then another letter to head office is worth a try, if nothing comes from that then you will either have to accept it or you could always pay off your contract and go elsewhere but thats at your cost.

Getting their name and extension not only gives you piece of mind a little but it also makes them help a bit more as they know you can get back to them very easily. It shouldn't make a difference, all customer service should be good, but it does.

c-m

I guess if i make a claim to thave the contract be declared void or voidable then if will all come down to the balance of probablilities.

faza20

Hi C-m

Sorry to hear of the problem your having with your contract. I work for Vodafone and may be able to offer some assistance.

To get to the bottom of what has happened, and also to resolve this issue for you, we will need to have a look at your account.

If you go to https://www.vodafone.co.uk, then contact us, you will be able to send us an email. If you include FIT135 in the body of the text, it will get routed to a team who monitor the public forums, and will be able to help.

c-m

faza20 wrote:

Hi C-m

Sorry to hear of the problem your having with your contract. I work for Vodafone and may be able to offer some assistance.

To get to the bottom of what has happened, and also to resolve this issue for you, we will need to have a look at your account.

If you go to https://www.vodafone.co.uk, then contact us, you will be able to send us an email. If you include FIT135 in the body of the text, it will get routed to a team who monitor the public forums, and will be able to help.

Its ok, they have agreed to terminate my contract if i return the phone.

I'm happy with that.

Cheers.