Unfair Vodafone pro-rata billing practice?

baby_frogmella

Hi

My old Vodafone sim only plans (2) offered me 1200 x-network mins each pm and the billing period ran from 19th to the 18th of each month...so on the 19th July i had already been billed for the following month's service and this billed amount was taken by direct debit in the first week of Aug. In late July i decided to leave Vodafone and was sent a PAC for both lines but on the 2nd August Vodafone retentions called me and offered me 50% off the advertised price on a pay monthly plan which i accepted for both numbers. They told me the new price plans would take effect from 3rd Aug and indeed this did happen.

However what Vodafone failed to mention to me was what would happen with the billing arrangements to the old price plans. After i checked my last bill, they partially-refunded me on the old plans and gave me an approx 600 mins pro-rata allowance since the old plan was stopped approx mid-way through the billing period. However shortly before retentions called me on the 2nd Aug, my usage on the old plans was approx 800 mins out of 1200 (ie i had exceeded my pro-rata allowance) so VF have now charged me extra 200 mins worth of calls for each line, roughly £35 for each line. I asked Vodafone to re-bill me on the old plans until 18th Aug and then refund me the extra 200 mins charges but they're having none of it. I can understand why VF apply pro-rata billing to new plans but why on earth do they apply pro-rata to the old plan when you've already paid & been billed in lieu? If i had my crystal ball with me on the 19th July and knew i would be leaving my old plan on the 2nd Aug, then great i would have used no more than 600 mins pro-rata come 3rd Aug, but surely Vodafone must accept that once customers have been billed in-lieu and have had payment taken from their bank account, they should be free to use their allowance whenever they like? Since i had originally paid up until 18th Aug on my old price plans, I feel Vodafone should re-bill me for this and then refund me the extra 200 mins charges for each line. Probably a long shot but can i take this up with the Ombudsman?

Thanks

baby_frogmella

Thanks, i do understand how pro-rata works for new contracts eg you join in the middle of the billing period so you get 50% of your allowance at 50% of your price plan in that billing period. That is what Vodafone have done on my new plans which i have no problems with.

What i don't understand is why when i have pre-paid for the 1200 mins, vodafone apply pro-rata to the old plan. I should be allowed to use those 1200 mins either in 1 day or over 30 days. At the very least when agreeing to the new plans, VF should have informed me i would be charged extra on my old plans as i had gone over my pro-rata limit because if they had done this i would have delayed signing up up the new plans until the beginning of the next billing period. Why can't Vodafone simply re-bill me again on the old plans until the 18 Aug and then waive the extra call charges? Vodafone are simply punishing those customers who don't use their inclusive mins split equally over 30 days. Like i said pro-rata makes perfect sense when taking out a new plan but on your old plan when you had already pre-paid for your mins?

NiftyDigits

I actually think that you have a point. I would be very angry if they did that to me and would not let it rest. Whilst it may be the way that the system works, it amounts to sharp practice. You should have been informed that this would happen before.
But don't both try to get redress from someone at a lower level. Try the Executive office in the next instance.

baby_frogmella

Thanks Nifty, i'll write to the CEO's office.

spiro

Your 1st bill should show a 50% refund on what you on the old tariff if its works like it does on an annual contract.

spiro

Your 1st bill should show a 50% refund on what you on the old tariff if its works like it does on an annual contract.

Vodafone

Hi baby frogmella,

If you'd like me to take a closer look at this 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

Vodafone UK

baby_frogmella

Hi Lee,

Sent you an email as per your instructions. Ref is: WRT135 - MSE [#11800678]

I believe the fairest way to bill me on the old plans would be to bill me on my usage rather than the number of days i had service, so if i had used 800/1200 mins on the old plans when they were terminated then i should be given a 33% refund (rather than 50%) and the call charges on the 2nd Aug should be waived.

Cheers

grumbler

Vodafone_company_representative wrote: »

If you'd like me to take a closer look at this could you email me with your details via the link in our profile here?

Any general comments on whether this practice actually exists and is fair?

baby_frogmella

Vodafone_company_representative wrote: »

Hi baby frogmella,

If you'd like me to take a closer look at this could you email me with your details via the link in our profile here?

Kind regards,

Lee

Web Relations

Vodafone UK

Lee, not had any reply from you yet

Vodafone

Hi baby frogmella,

Thanks for coming back to me.

I've received your email and will get back to you as soon as I can.

Kind regards,

Lee

Web Relations

Vodafone UK