Vodafone insurance

IzzieG

I'm new to MSE, so apologies if this is in the wrong place or has already been dealt with elsewhere...

I've just logged onto my Vodafone account, in an attempt to change my billing date. I usually pay my bills by telephone, so I have no reason to look at them online. I was shocked to see a charge for insurance included in my bill, given that I called Vodafone over 12 months ago to cancel this.:huh:

The Customer Service Rep. said Vodafone encourages its customers to manage their own contracts, and it wasn't their problem if I hadn't spotted it. I pointed out that at the point I made a telephone call to cancel the contract, there was a verbal agreement that the insurance policy would be cancelled. The CSR said that, in the absence of any proof, it was the word of one single person against the word of Vodafone.

He was authorised by his Manager to reimburse me for 3 months of insurance charges (but no more) and cancelled the policy.

Has anyone else had this happen? If so, how did you resolve it? I'm absoulutely livid that I've been paying £12.99 for so many months, having thought I'd cancelled the policy, and the best Vodafone can offer is a measley 3 months reimbursement.:mad:

I've been a loyal customer for a decade, and I've always sung Vodafone's praises, but I'm so angry that I will DEFINITELY be going to a different network when my contract ends.

Vodafone

Hi IzzieG,

Thanks for making me aware of this.

To enable me to review your concerns 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

Phillisimo123

I took out a 24 month contract in Aug' 2011 on an iPhone 4 @ £41 per month. Very happy with phone, don't know how we ever got by without them....!
Then, a couple of weeks ago, my partner and I were out having a meal, I asked her to put my phone in her handbag for safekeeping. When I asked for my phone next morning, discovered screen was cracked, no idea how. Anyway, took it to Vodafone shop for advice, to be told my iPhone was insured. Great! I thought....they took the phone and said they'd send it for repair.
I toddled off home, happy as a pig in you know what! But something niggled me. Then remembered that I explicitly stated to the sales person, at the time I purchased the phone, that I DID NOT WANT INSURANCE. After explaining to my partner, and watching her rolling her eyes in disgust at my naivity, she asked whether I'd been paying for insurance on the contract. Turns out I've been charged £13 a month since day one. I immediately contacted Vodafone to return my phone straight away, without repair, then raised a complaint regarding being charged insurance that I'd explicitly stated I did not want.
Incredibly, Vodafone seem to think this is my fault for not spotting it on my bills, but they are willing to refund 6 months of premiums!
Well, I'm now raising a small claim to recover the full amount of money that they have effectively stolen. If this isn't mis-selling, what is? I told them I did not want it, I did not sign to accept any insurance T&C's, and they know they're in the wrong, but will they admit it? It would seem not. I will keep you posted on the claim.:mad::mad::mad:

Vodafone

Hi Phillisimo123,

Apologies for the delay with replying to your post.

If you'd like me to take a closer look at the concerns you've raised 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 make sure it reaches me could you also quote the code WRT135 - MSE in the subject line?

Once sent you'll receive an automated reply with a reference number. So I can make sure I've got it could you update the thread with this and I'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK