vodafone t&c issue

reason2

Posting on behalf of a friend...

Long story but will try and keep it short...

My friend wants to leave voda...so he phoned to downgrade tarrif...they told him change of t&cs means you cant do this anymore..

He asked when this changed and why he wasnt informed...

Hes been with them since 2008 his latest deal started 2012... They told him it changed 2009 and was in the t&cs since july...they said they didnt inform him because when he upgraded the new t&cs were on the web...

Now...we have several issues already...

The new t&cs were july 2009... We have seen this clause in the agreement online... However...he signed his contract in december and the t&cs were totally different.. Turns out they used an old contract making it invalid.

Secondly they told us to check their website terms which we did and clause 6 states you can downgrade after 9 months..

They are arguing this has never been part of any t&c now as we asked to cancel based on changing terms without notice...

When we raised this customer service managers shouted at him...told him to shut up...told he if he phoned again they would refuse to help... Told him they would report him for nuisance calls...told him he can only transfer to someone else with a managers permission and a recorded agreement to pay a 240 fee just to speak to another department.. He was laughed at...spoke to sarcastically and td to go away...

We believe there is a right to terminate based on an invalid outdated contract...also because he was told he verbally agreed to online t and c's which state downgrade acceptable and the abuse from staff...

Can anyone offer advice?

Annie._2

The option to downgrade a contract was discontinued more than 2 years ago and was designed to stop people from taking a higher tariff to get a top specification phone for free before changing down to the lowest possible monthly cost after the first 9 months of having a contract. The contract you will have agreed when upgrading would be for a minimum monthly payment.

You will find this is general now amongst all the networks although I think Orange still allow downgrading.

With the high price of handsets now, the line rental charges are in place to provide a subsided handset as well as providing a service to use minutes, texts and data.

When you upgraded, you should have had a confirmation letter or email detailing the latest copy of your Terms and Conditions of your latest upgrade and price plan. If you were not happy with the agreement at the time, you would have had 7 working days to cancel the agreement and return the phone.

reason2

Ann s... Thats the point...there was nothing sent out and we were told to look at the online conditions... Which state after 9 months you may downgrade.


These are still on vodas website... Also..the contract signed was outdated and did not include new terms

Annie._2

I do agree with you that the Terms and Conditions should make it clearer and should mention that downgrading is not an option.

reason2

In our case though..voda state it has never been part of the terms so doesnt count as a change and then referred us to the t&cs obline which specifically say you can downgrade...making this a change without notification and a right to terminate