vodafone tarrif not what i agreed to in phone call

milessmiles

Told vodafone last year that i was leaving them due to poor customer service and network down. They offered me a motorola defy, 300 mins,500texts,500mb. I agreed, ihave just found out they are only giving me 100 mins. On average i am now being overcharged 30 pounds a month. I keep complaining but they just ignore my query. What can i do?

grumbler

Well, it took you surprisingly too long to find out.
Every time you agree to something over a phone you must request the confirmation by a mail, e-mail or a text and make sure you receive it. And the bills have all the information and exist to be checked. By using the service without challenging anything you indirectly accept the changes even if they are different from your expectations.
Now your only hope is to complain and to demand the record/transcript of the phone call.
If they ignore you complain to the ombudsman.

Annie._2

Vodafone would have sent you an email confirmation of everything you would have agreed for you to read and check and you would have had 7 working days to cancel the upgrade.

If you had checked your bill from your online account as you should have done, you would have noticed you were only being given 100 minutes.

You should have mentioned it last year.

Guys_Dad

Got to agree with Mobilejunkie and Grumbler. It's almost June, for heaven's sake. You should have checked the first month you upgraded and got a bill.

You now have a much more difficult job to prove anything as you are relying on Vodafone keeping a phone record of the upgrade.

If they can't find it, then we have a situation where one party says one thing and the other something different, but hasn't noticed or complained for 6 months or so.

Being objective and dispassionate, what would you think if it was someone else who was posting???

buscape

milessmiles wrote: »

What can i do?

Find out how many minutes you've actually been using since last year and move onto a tariff to suit that usage.

Might cost you a bit more each month, but it will surely be cheaper than having to pay an extra £30 each month.

jbainbridge

They didn't send me an email. Took a couple of months to get our last upgrade right - as you can only really check its right when the bill comes through.

Vodafone

Hi milessmiles,

I am sorry to hear that your plan has not been correct.

If you would like me to look into this for you, you can email me personally via the address here with WRT135 FAO Heidi in the subject.

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

For future reference, you can monitor your bills and usage and manage your account online through My Account and check your allowance by dialling 44555 from your handset.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

milessmiles

My wife does my business accounts, she is very ill so i now do them, we work very hard as i am sure many people do. I used bill monitor to check my phone account. On average i use about 50 mins talktime, recently gone up to average 125 mins bills gone up 30 pounds. Thought it was down to browsing at first but i only use about 100 mb a month. Have been with vodafone from the start, highest bill ever till this year would have been 30 pounds.

buscape

http://www.vodafone.co.uk/personal/price-plans/pay-monthly/sim-only-plans/index.htm

Ask Vodafone to move you onto one of their 200 minute tariffs, shouldn't cost you more than £15.50 per month and you'll have a some leeway in terms of minutes as well.

Are you on contract or sim only?

grumbler

buscape wrote: »

Are you on contract or sim only?

milessmiles wrote: »

...They offered me a motorola defy, 300 mins,500texts,500mb. I agreed...

buscape wrote: »

http://www.vodafone.co.uk/personal/price-plans/pay-monthly/sim-only-plans/index.htm

Ask Vodafone to move you onto one of their 200 minute tariffs, shouldn't cost you more than £15.50 per month and you'll have a some leeway in terms of minutes as well.

It makes no sense to compare sim-only contracts with the ones that expensive 'free' phones come with.

milessmiles

Awaiting reply from Heidi the vodafone forum rep. Obviously i can upgrade my plan. My problem is customer services ignoring and answering my query incorrectly. They say they dont keep transcripts of calls more than 60 days and i had no email confirmation.