Vodafone no bills - breaking direct debit guarentee?

toadhal

Hi

I had a SIM only deal through top cash back with Vodafone. They never sent me any bills, emails, texts or anything to tell me the actual amounts of the direct debit. Is it totally my responsibility to create an online account and look at that account? Or do Vodafone have to notify me? (Apparantly the bills were on my online account - but I was never notified of this)

This is an issue as I have got the money back from the last 7 months as they changed the direct debit amounts without notifying me. (If they had of done, we would have ensured our son used wifi not mobile data) but I only noticed the increased direct debits when looking at my bank account 7 months later (problem of having two accounts with vodafone... you always assume one is the other...)

Anyhow - my question... do I have to pay the money back to Vodafone because putting bills on my online account counts as notifying me - although I not registered that account OR do i have a case under DD indemnity that they didn't notify me

visidigi

did you use the service? Then yes you have to pay. They made provision for the viewing of the bills, you chose not to take them up on that provision. You can't blame them because you didn't following the guidance given.

oopsadaisydoddle

toadhal wrote: »

Hi

I had a SIM only deal through top cash back with Vodafone. They never sent me any bills, emails, texts or anything to tell me the actual amounts of the direct debit. Is it totally my responsibility to create an online account and look at that account? Or do Vodafone have to notify me? (Apparantly the bills were on my online account - but I was never notified of this)

This is an issue as I have got the money back from the last 7 months as they changed the direct debit amounts without notifying me. (If they had of done, we would have ensured our son used wifi not mobile data) but I only noticed the increased direct debits when looking at my bank account 7 months later (problem of having two accounts with vodafone... you always assume one is the other...)

Anyhow - my question... do I have to pay the money back to Vodafone because putting bills on my online account counts as notifying me - although I not registered that account OR do i have a case under DD indemnity that they didn't notify me

Although I haven't looked at them, I think you'll find it'll be covered under the t&c's.

I know in Orange t&c's they state something about it being your responsibility to set up the online account. You also have the option of calling CS to get them to tell you the bill amounts

I am astounded that you're actually asking this to be honest. You agreed (i assume) to the contract and that you would pay for it. You could try getting the payments returned under DD guarantee but you would still owe the money to Voda!

oopsadaisydoddle

oopsadaisydoddle wrote: »

Although I haven't looked at them, I think you'll find it'll be covered under the t&c's.

I know in Orange t&c's they state something about it being your responsibility to set up the online account. You also have the option of calling CS to get them to tell you the bill amounts

I am astounded that you're actually asking this to be honest. You agreed (i assume) to the contract and that you would pay for it. You could try getting the payments returned under DD guarantee but you would still owe the money to Voda!

You'll find a DD is not fixed and there willost definitely be something i. The t&c's about using more than your inclusive allowances. You get charged. Think you're clutching at very short straws on this one!!

Fifer

I think that the OP is confusing the DD guarantee scheme with his liabilities under the contract he entered into. The DD guarantee scheme only covers DD amounts taken without authority. Companies taking DD payments are obliged to advise the DD amount in advance. However, not doing so might make the DD non-compliant with the guarantee, but that doesn't clear the debt the OP has with Vodafone. Taking money by DD incorrectly does not mean the debt is somehow written off. The debt is still owed.

oopsadaisydoddle

Fifer wrote: »

I think that the OP is confusing the DD guarantee scheme with his liabilities under the contract he entered into. The DD guarantee scheme only covers DD amounts taken without authority. Companies taking DD payments are obliged to advise the DD amount in advance. However, not doing so might make the DD non-compliant with the guarantee, but that doesn't clear the debt the OP has with Vodafone. Taking money by DD incorrectly does not mean the debt is somehow written off. The debt is still owed.

I suspect the fact that Vodafone have notified OP in advance by making the bills available online means that Voda haven't done anything wrong.

Also, why wait 7 months to query not getting a bill?!

Fifer

oopsadaisydoddle wrote: »

I suspect the fact that Vodafone have notified OP in advance by making the bills available online means that Voda haven't done anything wrong.

Also, why wait 7 months to query not getting a bill?!

Mybe I wasn't clear. I don't think Vodafone have done anything wrong, but even if they had breached the DD guarantee, the debt would still be owed.

tyllwyd

So did Vodaphone text or email you to let you know when a bill was ready? If they did, that sounds as if they did let you know that the information about your direct debit was available, even if you didn't actually follow it up and check the amount.

chanz4

If the op had registered as it tells you too when you order online, they would of got an email to say bill ready.

Gordon_Hose

I just signed up with Vodafone (work for them now) I got a text when my bill was available online. Gave me a link to My Vodafone.

I had already set up my online account though.

EDIT - Actually I got an email!! Ignore.

NFH

Under the Direct Debit Guarantee, the onus is on the originator to notify the customer of the date and amount (unless the amount remains the same for every payment). A notification involves sending some form of communication, whether that be SMS, e-mail, postal letter etc. Silently making a bill available on a web site is not a notification. I've had this problem with other companies in the past and consequently consulted the relevant industry bodies for advice. I believe that Vodafone does routinely provide genuine notifications, but perhaps these failed in the OP's case, in which case Vodafone would be in breach of the Direct Debit Guarantee.