£550 Vodafone Bill for Data Error

Derra

TodayI received an veryunsatisfactory response to my letter sent 17/10/2012. i detailed in my letterto vodafone that the technical issue now seems to be resolved but they are advising me togo to my local Apple store for Apple to confirm a fault!!!!

I do not feel that any of thepoints I raised were addressed in Vodafones response.

I sent my complaint registered postwhich arrived with them 17/10 and their response was only received in todayspost on 02/11 despite it being dated 20/10 which is a Saturday. It seems veryodd that i live about a 30minute walk from their offices and it takes 13daysfor a letter to arrive!!!!

They are trying to chargeme £550 for a 27GB download over a 2day period which seems to be an error wheniOS5 installed.

Any advice on how to escalatean issue to management in Vodafone as the routes ive taken so far are notgetting me anywhere?

Mickyk

I would say follow their suggestion and go to Apple to confirm the fault is with the device itself.

I would imagine as far as the network can see, you have accessed 27GB of data, now they are simply trying to find out if it was user initiated, ie done by you, or if it was a fault in the phone, and so out of your control.

grumbler

Looks like a fobbing off typical for Vodafone.
I think it's pretty much impossible to say whether it really is a fault without having full details of this incredible downloading that Vodafone failed to provide.

Forwandert

There have been quite a few mentions on various forums of this bug when the latest version of ios was installed. All the same with huge data bills, all wifi data etc going through the phone as data useage. I'm guessing apple will be used to this request now.

http://m.guardian.co.uk/technology/2012/oct/17/iphone-5-iphone?cat=technology&type=article

Vodafone

Hi Derra,

I can appreciate you are eager to get this issue resolved.

Mickyk is correct in the response, if the IMEI of your shows the data usage then it would be difficult to dispute as it would need to be proved that it was accessed due to a fault on the device. I would imagine this is why you have been referred to Apple.

If you are within the first 12 months of your contract, you will still be covered under warranty and we can arrange for the phone to be sent to our repair centre.

So I can look into this, can you drop me an email via the link here with WRT135 FAO Heidi in the subject. If you include a contact number and a link to your post, I will get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK