Vodafone extending contracts!!

mollyjester

Hi

I was hoping someone may be able to provide some advice and help... also wondering if anyone else had, had similar problems?

This time last year I tried to upgrade my 12 month contract with Vodafone only to be told I could not upgrade until August making my contract 18 months and not 12 months as it should be. The histerically named customer service department sent to a store where the woman called me 'funny' and it resulted in a service complaint. Their first response to my complaint was to offer me an upgrade and new contract.

A lady called me (I usually do all of this on-line) asked me what phone I wanted went through the plans etc and I ended up with a Samsung Galaxy II. I expecitly stated and checked with her this was a 12 month contract and she confirmed it was. She went through my useage and offered me a cheaper plan, again I confirmed it was 12 months - it was - naturally I accepted.

The phone was received in March job done.

I have checked the Vodafone website today and they are saying this current contract cannot be upgraded until 25 June. I have called a really quite arrogant and somewhat rude 'customer service assistant' and challenged him on this date backing it up with evidence confirming I received my phone in March and during the w/c 24 June 2012 I was actually on holiday and all this can be proven.

Instead of accepting this he then advised me I was on an 18 month contract and it actually expired on 8 September. He initally told me they do not offer 12 month contracts and when I pointed out his error he said I would not have got the plan I was on and then said I would have to have paid towards the phone. I advised him had this option been given I would have paid for the phone and taken 12 months. He then said as the calls are deleted after 60 days there was nothing they could do and I basically had to lump it.

Told him he wasn't being helpful and he then said I have unlimited calls. I have NEVER had unlimited calls and actually my call plan was reduced from 600 minutes to 300 as I wasn't using them. He refused to do anymore for me and I am left now having to challenge them yet again but with no call recording I am somewhat 'up the creek' aren't I.

The cynic in me thinks this was all planned following the complaint; hence why the woman called me and making a second complaint for the same reason will dent my credibility surely?

Has anyone else had issues with plans being extended or changed without any notification or request?

Fifer

If they have no record of the contract you "signed up to", isn't it Vodafone who are stuffed?

macman

What does your paperwork say about the minimum term of the contract?
Your contract never expires, it just reaches the end of it's minimum term.

mollyjester

As with my last 'contract' I have never received a copy. I only have an invoice for the phone delivery!

I know this is a big problem with Vodafone as several of my friends who are with them have highlighted this with them and so far one in particular is on his second complaint having made 10 calls and wrote 15 e-mails to them about it. I also raised this in my last complaint.

Silk

It seems to hinge on the contract that you upgraded this time last year.
If you upgraded "early" the remaining term would have been added to the one you took out last year hence the longer period for upgrade than the 12 months

chanz4

mollyjester wrote: »

As with my last 'contract' I have never received a copy. I only have an invoice for the phone delivery!

I know this is a big problem with Vodafone as several of my friends who are with them have highlighted this with them and so far one in particular is on his second complaint having made 10 calls and wrote 15 e-mails to them about it. I also raised this in my last complaint.

strange as I have never had this issue, are you sure?

mollyjester

chanz4 wrote: »

strange as I have never had this issue, are you sure?

Positive seems to be a problem with on-line accounts opened over a certain period of time. I myself have raised complaints about contracts not being sent to me and for about 11 months of my first contract I couldn't access my bills either!

I am aware of the renew early clause which is what they got me on last time but they never told me it was any early renewal and Vodafone suspended this option for a few months last year because of the complaints they were receiving. Because they weren't advising of extensions they were getting stung on contract law (tort under misrepresentation) and adding unfair extensions which can also fall under the "the interpretation which is most favorable to the consumer."

I am starting to think they slapped me with a full 6 month early upgrade following the complaint last year but the whole point of me making the complaint was because they had done the same the year before by 4 months!! :mad:

Buzby

Where I start to disbelieve, is that Vodafone stopped 12 month minimum terms (NOT contacts) several years ago and is one of the reasons I don't us them - only SIM only provides this.

So an issue of credibility arises.

Silk

Buzby wrote: »

Where I start to disbelieve, is that Vodafone stopped 12 month minimum terms (NOT contacts) several years ago and is one of the reasons I don't us them - only SIM only provides this.

So an issue of credibility arises.

Not sure I follow you ...what are these then if not 12 month minimum ???
https://shop.vodafone.co.uk/shop/mobile-price-plans/all-plans?initialFilters=flt_12monthplans

Vodafone

Hi mollyjester,

Thanks for making me aware of your concerns.

To enable me to look into matters further could you email me with your details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches me could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK

Mickyk

Call recordings are kept for 180 days, just after 60 they are archived. This is to allow enough time to pass for any complaint in reference to the call to arise.

Although it definitely sounds like it was an early upgrade, so an extension of 12 months. Having said that, the person on the phone should have informed you of this.

The golden rule with Vodafone is, months of your contract do not simply disappear, they get displaced.