Vodafone hidden WAP charges

hnyb

Hi,
Just wanting to know if anyone else has had a similar experience with Vodafone. I renewed my contract but this time I got an Android phone with them (Galaxy Ace). I wasn't planning on using it for the internet so didn't get any usage added to my contract. Long story short it turns out Vodafone were charging my 84p a day for WAP charges because my phone was programmed to automatically update itself online. I was not told about this when I took the contract. And because the only Vodafone staff I can get in touch with are in India they cannot understand the complaint. I keep getting told if you use the internet you will be charged and then they offer to add internet usage at a cost to my contract. I wrote to the office in England but it was an Indian representative that replied by email. It is beyond frustrating to try and make a complaint when the staff are unable to understand English. I have been trying for months to get them to confirm I have completed their complaints procedure so I can get Ombudsman to take the case but they cannot even understand this request. Bottom line, Vodafone customer services are appalling.

thegoodman

With mobile if you use the Internet you will get charged unless you have Internet plan. You will need to switch off Internet on your phone, wifi only.
When you buy a phone, company do not need to teach you to use the phone. I don't think vodafone can do much about this. It seem you would have had the same problem with any network, not just vodafone.
To be fair to vodafone phone you should have checked the plan such as cost of the calls, Internet, cost of using outside the uk etc. if you buy a new tv or sky box, it's up to you to make sue you know the device. It's same as buying a car than complaint I was never informed that it need petrol.

indesisiv

Sad to say that you don't have much hope here. The usage is your responsibility, if you were choosing not to use it then you would need to turn off data in the mobile networks settings.
Still it would have been nice of them to tell you how to do this as the apps that the phone comes with would have been set to update (such as weather etc) or at least warn you that this may happen.

Buzby

Agree - the responsibility lies with the user of all usage incurred. The fact they may be unbaware does not act as a mitigating factor. Unless you disable all data from the smartphone, it will chec for time, weather updates, new firmware and a whole host of things (which is why it is 'smart') what happens will depend on the apps installed.

Your handset has nothing to do with your contract - this is for the SIM only, any services your phones accesses using the SIM will be billed, and to be fair to Vodafone, is explained clearly in all their in-store booklets and sales literature.

Vodafone

Hi hnyb,

I appreciate that you feel let down by not being made aware of this and with the service you have received since incurring the additional charges.

If you would like me to look into this further 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.

Many thanks,

Heidi
Web Relations Team
Vodafone UK