Vodafone nightmare.....contracts !!!

HollyL

This is the first time I have used the forum and I hope someone can help. I have just discovered we were not getting the agreed discount on our calling plans when we renewed in March this year. The contracts were sent via email and showed the price before discount and that this would be applied to the account- we were told this would happen by the advisor. We had no reason to check our direct debits as we TRUSTED everything was in order. As a result I have now requested Vodafone listen to ALL calls in respect of our order and send us a copy of same. we also have to phone them in2 weeks to find out the outcome as they don't call customers!!! This is not the way to do business nor indeed to retain custom and is an abrogation of responsibility by Vodafone. I thought I was the only one that was treated like this but I see from other posts this is not the case. Can anyone provide me with an email address for Mark Bond as he appears to be God at Vodafone but invisible!!m. Please help if you can

grumbler

Can you not just to wait for two weeks first for the result of their investigation?

Annie._2

How do you know that the discount has not been added ?

Have you checked your online billing ?

If you did not know the amount which was due to be taken by direct debit, you would not even have looked at or checked your bill.

Your bill will show the price plan at the full amount and your bill will be produced without the discount and any agreed discount will be given as a credit at the end of the bill and taken off the final amount.

It would be better to give it two weeks, if you write to the Directors Office, Customer Relations would be dealing with the problem and the Vodafone representative here on MSE would be unable to assist.

HollyL

I knew how much the contract should have been, unfortunately I did not check the direct debit amount taken from my account .they have admitted they may have made an error. I guess I shall just have to wait.......but it is a poor way of doing business. Thanks for your input. Cheers

HollyL

grumbler wrote: »

Can you not just to wait for two weeks first for the result of their investigation?

I could wait for 2 weeks.....my point being the standard of customer service!

grumbler

Do you mean waiting for 2 weeks and then calling them?
I think you are deluded a little about the standards in this industry.
If they do sort everything out in two weeks, it's a pretty good standard IMO.

Annie._2

HollyL wrote: »

I knew how much the contract should have been, unfortunately I did not check the direct debit amount taken from my account .they have admitted they may have made an error. I guess I shall just have to wait.......but it is a poor way of doing business. Thanks for your input. Cheers

You say Vodafone have admitted an error but you have not even checked your bill.

You are given a bill each month to check the charges and know the amount which is going to be taken out by direct debit and it is your responsibility to check your bill and make sure the charges are correct.

You need to go through your bill, there may be some additional out of bundle charges which you were not aware off. This will give you something to go on when the Vodafone rep replies to your post.

Your first bill is always higher due to pro rata billing where you are charged part of a month, plus one full months line rental.

HollyL

Thank you.....I went through the bills with them and no discounts have been credited.
You are right, I did not check the bills when they came through as I trusted Vodafone to get it right!!!! - it doesn't make me stupid or wrong - just naive - Lesson learnt - don't trust Vodafone!!

kazwookie

HollyL wrote: »

Thank you.....I went through the bills with them and no discounts have been credited.
You are right, I did not check the bills when they came through as I trusted Vodafone to get it right!!!! - it doesn't make me stupid or wrong - just naive - Lesson learnt - don't trust Vodafone!!

It is not a case of not trusting vodaphone, it is up to YOU to check YOUR bill and contact them if it is not right, most bill are available on line.

This also goes for ALL of YOUR bills, gas, electric, phone etc etc check them on line / paper version EVERY time they arrive or you get notification of them.

Unless YOU draw it to the providers attention that a bill is wrong they will assume that it is right.

Hope you get it sorted in the end.

Annie._2

HollyL wrote: »

Thank you.....I went through the bills with them and no discounts have been credited.
You are right, I did not check the bills when they came through as I trusted Vodafone to get it right!!!! - it doesn't make me stupid or wrong - just naive - Lesson learnt - don't trust Vodafone!!

You need to check you own bills as and when you are emailed that your bill is available to view on line. This should have been the first thing you did before even posting on the forum.

Did you receive an e mail confirmation of everything which was agreed and check that it was correct ?

This would have detailed all the contract terms, including any discounts.

grumbler

Ann_S wrote: »

Did you receive an e mail confirmation of everything which was agreed and check that it was correct ?

This would have detailed all the contract terms, including any discounts.

Come on...
It's a norm for Vodafone (and many other networks) not to send any confirmation.
E.g.: Vodafone Verbal Contract

However, in this case:

HollyL wrote: »

....The contracts were sent via email and showed the price before discount and that this would be applied to the account- we were told this would happen by the advisor.

It was bad wording, but meant that the discount was promised, but not shown in the e-mails. Hence the need to dig out the call recording.