Vodaphone contract cancellation dispute

WombleSW20_2

Hi

In June / July last year I cancelled my contract on-line and later checked in store to see if it was cancelled and was informed it was. After than point, all statements and contact ceased and didn't think about it until last weekend when I noticed the that the payments had continued to be debited. When I spoke to their Customer Service team, I was informed that it hadn't been cancelled and that it was was responsibility to check my bank statements.

I accept that I should have looked more closely at my statements here but the very fact that all communication had ceased, and that I had checked in store made me believe the contract was terminated. Thye are refusing me any refund and also have the cheek to inform me that I have to give another 30 days notice.

Any suggestions on how to progress this further? There is something very dodgy going on here and I am prepared to write to whatever regulator they fall under or media that would be interested in this.

grumbler

Vodafone is a company whose word is worthless. Everything important has to be either recorded or requested to be confirmed in writing. At least you should have expected to get the final bill and got worried if you had not. Now it is your word against theirs.
I am not with Vodafone, but I have serious doubts that it is possible to cancel a contract online. In the T&C they say pretty clearly:

11 Ending this agreement
a Either you or we may end this agreement by giving the other 30 days’ notice in writing. Your notice must include your mobile number and your signature or appropriate security details. ...
b You may end this agreement by writing to us ...

thatsean

How did you cancel it online? There isn't that functionality. If you can prove you did it, then use their formal complaints procedure -but I don't understand how you think you have done this.

Guys_Dad

It comes down to what you can prove. Looks like you have not followed the t&c and, if there is no facility to cancel on line as suggested above, you seem to be up the creek paddleless.

You should have asked for the PAC code and transferred your number.

Vodafone

Hi WombleSW20,

If you cancelled the contract by email through our 'Contact us' page, we will have record of the cancellation. You should also have received an auto-response email with a reference number on it. If you have this reference, I can chase this up for you.

Otherwise, you can send me an email via the address here with WRT135 FAO Heidi in the subject and I will look into it. Can you also include a contact number so that I can give you a call.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

WombleSW20_2

I have contacted the Rep. above but not convinced they'll intervene. I cancelled the contract by going on-line - it's nearly a year ago so I'm stuggling to recall what section of their website I went into but I definitely cancelled. The fact that their store rep. confirmed it was cancelled as well as the fact that my statements ceased immediately aftewards led me to believe it was cancelled.

At least I might get some satisfaction here - I head up my business's procurement team and Vodaphone's contract is coming up for renewal very soon.......

chanz4

I cancelled my dongle online last year, via the online form

WombleSW20_2

Does anyone know where to take this next? If it was an insurance compliant, I'd go to the Financial Ombudsman. What's the equivalent for mobile phone companies?

mobilejunkie

Pointless. If you have no proof you'd be wasting months for nothing. Go via the WRT as given above, or give 30 days notice and pay it off.

WombleSW20_2

That's a bit of a defeatist attitude? Surely there must be some body that keeps a check on companies like this? I stand by the fact that all my statements ceased once I cancelled the contract - but nobody from vodaphone has come back to explain why this has happended if the contract wasn't cancelled.

Guys_Dad

WombleSW20 wrote: »

Does anyone know where to take this next? If it was an insurance compliant, I'd go to the Financial Ombudsman. What's the equivalent for mobile phone companies?

Do I take it from lack of positive comment to the contrary that the Forum Vodafone rep was unable to help?