Vodafone giving me the runaround

oldbluey

I have been a loyal vodafone customer since the analogue network days (joined them over 15 years ago) and up until recently have never had a problem with them.

In late February I received an unexpected call from what I assume was an India based vodafone call centre.

The gist of the call was that as "a long-term valued customer" I was being offered an early upgrade (still over a year to go on old contract) to a more modern phone.

I am getting on in years (ie an old git!) and suffer from psoriatic arthritis which affects my mobility and also my hands / fingers.

My current phone at that time was a Nokia and I was having problems with unlocking it because the * key is small and I struggled to press the wretched thing.

I was pleased to be offered the upgrade and explained my issues regarding the Nokia to the seemingly friendly and chatty guy from vodafone.

During the course of the conversation I told him that I also have an android tablet with a touchscreen that I use with a stylus with no problems.

I also told him that I have a T-Mobile mobile broadband dongle that I use with my laptop (my mother is in her 90s and lives in the wilds of Suffolk and I use the laptop + dongle when I visit her to sort out her online shopping etc).

The friendly vodafone guy offered to upgrade my Nokia to a Samsung smartphone and he suggested that I switch to a vodafone wireless dongle.

He explained that I would need a new sim and mobile number to use with the Samsung and promised to also send me an envelope to return the Nokia to vodafone.

I explicitly asked him to assure me that I would only be paying for the Samsung and wireless dongle in future. He confirmed that my old mobile number would be removed from my account.

In mid March I checked my vodafone account online and was surprised to see that 3 phone numbers (my old mobile, my new mobile and the wireless dongle) were showing in my profile.

I called vodafone and spoke to a woman who listened to my problem. She immediately challenged the fact that I had ever received a call offering me an upgrade.

The tone of the conversation was far from friendly but she eventually conceded that I had in fact been phoned from India.

She said that vodafone needed to "listen to the tape" of the conversation to see what had been agreed.

I waited until around March 22nd for a reply, but heard nothing and noticed that 3 numbers remained in my account, that I was still being charged for the use of 2 phones and that no envelope had been sent to me to return the Nokia.

I phoned vodafone again and this time spoke to a man who did some checks whilst I hung on the line. He agreed that I should not be paying for the use of 2 mobiles and said that he was arranging for my old mobile number to be removed from my account.

Yesterday I received an email from vodafone confirming the amount that had been debited from my bank account. I could see from the amount charged that I am still paying for 2 mobile phone lines and a wireless dongle!

The other issue that has arisen recently is that I have started receiving calls to my new mobile number from individuals and a credit agency who think that I am someone who previously used my new mobile number!

The number that vodafone recycled and allocated to me was previously used by someone who seems to have considerable financial problems.

I am having difficulty in convincing at least one of the callers that I am an entirely different person and I am now being harassed for payment of someone elses debts!

I phoned vodafone this morning to explain both problems and the person that I spoke to was not in the least sympathetic or helpful.

I have again asked for the disconnection of my old number and also for a credit for the amount I have overpaid for the past 2 months.

The vodafone person then told me that I needed to pay a termination fee of around £180 to have the old number removed from my account!!!!!!

I have asked them to recheck the tape of the original conversation and offer of a free upgrade and the person at vodafone rather reluctantly offered to do that and get back to me.

What seemed a good offer is now turning into a nightmare. I am paying double what I used to on my vodafone mobile bills, being asked to cough up a hefty cancellation fee and also being hassled over someone elses debts!!

Instead of a "valued" vodafone customer I feel that I have been completely misled - and I'm really a "vodafone mug"!!!:mad:

I am certainly seeing vodafone in a completely different light now and now intend to complain to Ofcom.

Techhead_2

There is a possibility that the first call was not from Vodafone
It's not unknown that some third parties will call and use phrases that could make you think they are calling on behalf of the network. And then you end up with an extra contact not an upgrade.

smartphone

A couple of things here make me agree with Techhead on the above. I've never known a network to collect your old handset as part of the upgrade process. Secondly, if it was an upgrade, there would be no need for a new number, and unless you were changing SIM type, a new SIM either. Having previously worked at a network, such call centres that claim to be the network themselves are a massive problem, and they are removed at the first opportunity. They've probably got your data from some list somewhere and have taken advantage.

I would always be suspicious of any call centre calling offering upgrades and always check thoroughly before agreeing to anything. Unfortunately in this case, I think you've probably been conned. I would however continue to take the matter up with Vodafone, as they will probably want to remove the rogue dealer at the earliest opportunity.

Vodafone

Hi oldbluey,

I am sorry to hear that you have had some problems with this.

I will be more than happy to look into this for you. You can email me directly via the address here with WRT135 FAO Heidi in the subject.

If you could include a link to your post and a contact number, I will get in touch with you.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

oldbluey

smartphone wrote: »

A couple of things here make me agree with Techhead on the above. I've never known a network to collect your old handset as part of the upgrade process. Secondly, if it was an upgrade, there would be no need for a new number, and unless you were changing SIM type, a new SIM either. Having previously worked at a network, such call centres that claim to be the network themselves are a massive problem, and they are removed at the first opportunity. They've probably got your data from some list somewhere and have taken advantage.

I would always be suspicious of any call centre calling offering upgrades and always check thoroughly before agreeing to anything. Unfortunately in this case, I think you've probably been conned. I would however continue to take the matter up with Vodafone, as they will probably want to remove the rogue dealer at the earliest opportunity.

Thank you for your input.
I assumed that I was asked to return my existing phone because it was fairly new. When I've upgraded before (every 2 years) I've been sent a prepaid envelope to return my phone, so I didn't find anything strange about the suggested return this time.
My old phone was a "normal" Nokia and the offered upgrade was to a Samsung Smartphone. I had been using the same sim for several years and the person who phoned me from Vodafone (or wherever!) told me that I needed a new sim and number because I was upgrading to a smart phone.
The lesson that I have now learned is that in future I will never deal with Vodafone (or any other provider) over the telephone.
My local Vodafone shop is small and there are normally queues to see the in-store advisor so I will probably switch to whoever has the best shop and sort out my phones and upgrades there!!!

oldbluey

Techhead wrote: »

There is a possibility that the first call was not from Vodafone
It's not unknown that some third parties will call and use phrases that could make you think they are calling on behalf of the network. And then you end up with an extra contact not an upgrade.

Oh gawd you've got me worried now!
I have asked Vodafone for transcripts of my various recent telephone conversations and for the names of everyone that I spoke to.
I think I have become too old (and trusting) to be dealing with !!!!!! telecoms staff!!
Having said that I do not like being taken for a mug by anybody so intend to fight for this issue to be resolved to my satisfaction.
Us old farts can be very stubborn and determined when rattled!

oldbluey

Vodafone_company_representative wrote: »

Hi oldbluey,

I am sorry to hear that you have had some problems with this.

I will be more than happy to look into this for you. You can email me directly via the address
If you could include a link to your post and a contact number, I will get in touch with you.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

Thank you Heidi I have replied to you today and sent the information that you require.
I look forward to hearing from you.

oldbluey

I am really begining to despair now.

I have had an email from one of the Vodafone team (not Heidi) saying that it is MY responsibility to name the guy from the Indian call centre who offered me the early upgrade.

I have also received another email from different member of the Vodafone team (not Heidi) saying that if I write to them, enclosing £10, then they will give me the details of the person who offered me the upgrade.

So, Vodafone want me to pay them ten quid to get the guy's name. Once they have given me his name they then want me to write back to them and give them they name that they have just charged me ten quid to get from them.:eek:

I used to TRUST Vodaphone. Now I despise them.:(

smartphone

I would not make any further contact with Vodafone until Heidi has looked into your case. I don't see why you should have to pay anyone for that information. Although as has been posted on previous occasions, whenever dealing with any network or phone dealer on the phone, always take names and details of companies.
There are decent people out there in the phone industry trying to make an honest living, unfortunately the cowboys quite often take all the headlines!

Vodafone

Hi oldbluey,

I have just received your email so will take a look into this for you.

As you have mentioned you are unavailable this afternoon, I will get in touch tomorrow to discuss it in more detail.

Many thanks,

Heidi
Web Relations Team
Vodafone UK