Vodafone - wrong information given

ian87

I opted in last month to the 08 inclusive plan which basically adds 300 minutes of 08 numbers to your plan for £2.50 or so per month. I did this on the basis of a quick conversation I had with a vodafone rep (during a call about an unrelated subject) where I asked him if all 08 numbers are included, to which he said yes. Now, I've just received a bill with a LOT of charges for 08 numbers. I rang up today and was told that 0844 numbers are not included in that bundle. I was NOT told this by the advisor at the time, as I was only including this as it was a specific 0844 number I was calling a lot so I wanted to include this.

The advisor today said she would try to find the conversation I had so her manager could listen back to it to confirm whether I was told the wrong information. I was happy to go this way as I am 100% certain I was told the wrong info regarding it. I would never had added this is I knew 0844 numbers weren't inclusive. However, here's where it gets tricky. The lady I spoke to today said that they can't do anything as I'm not sure when I actually called as I've called a LOT this past month, with problems with my Spotify subscription etc and I can't pin down an exact date I got told that all 08 numbers were included. It was an off-cuff comment during another conversation and its not surprising that I can't remember when I asked about it. However, why can't they listen through all my conversations, or if they can't be bothered to do that, just refund me? Surely the burden of proof should be on them as they are the ones with the access and power to look in to this, but because I didn't note down a date or call reference number (who really does unless told they should or can?) that I can not be refunded even though I was told that all 08 numbers are included. I've been with Vodafone for a LONG time and I have three lines open with them, I'm furious about this and wish I could prove that I was in the right. They offered me half back as a "good will gesture" but this actually annoyed me even more because I don't see it as a good will gesture to take a large sum of money off me, albeit even half of the original, when I was advised that I wouldn't be charged for 08 numbers.

Am I missing something?!

ian87

And to add insult to injury, I was polite but firm with the lady a lot today, and she hung up on me (after telling me she was going to) after a 45 minute conversation. So rude.

Buzby

Assuming you recorded this later conversation yourself (and if not, why not?) email this to Vodafone CS might be extremely helpful to your case.

ian87

Buzby wrote: »

Assuming you recorded this later conversation yourself (and if not, why not?) email this to Vodafone CS might be extremely helpful to your case.

I didn't record this conversation, but they will have, they said they record all of them. I don't even know how to record a conversation, especially on my mobile...

Buzby

Because you've had issues previously, it becomes sensible to protect yourself from false misrepresentations - you record your own calls, in much the same way a firm record theirs.

It is not for your benefit, but theirs alone. Just because they do, does not mean you'll receive any recording - assuming they admit to actually holding the info you seek. It is not within the bounds of reason to expect them to provide evidence that proves your case, you need to do it.

As to how - there are many devices available to allow the recording of calls whether landline or a mobile, there is always an App for that, or a recording service you can route through that will email you an MP3.

You get to know the calls you want to record (especially outgoing ones) anything that involves you paying money to a supplier. These days, NOT doing so is just asking for trouble!

ian87

Thanks for the advice, for future reference I will find an app for recording calls.

MataNui

I can pretty much 100% guarantee that vodafone will not be able to find the record of your conversation. From my extensive experience with vodafone customer support they will deliberately lie or just make stuff up if they dont have the correct information to hand. I can say that as i routinely record my conversations (but they even do this on webchat which is monumentally stupid of them) and have webchat transcripts and phone recordings of vodafone customer service reps blatantly lying.

Buzby is completely correct in saying that these days (and after reading these forums there should be no excuses), you really should be recording conversations with utility/communication companies. There are plenty of android apps that allow you to do this.

Just after a quick look at the first page on this forum it is pretty obvious that a lot of the posters wouldnt have the problems they are having (or wouldnt be needing to ask for help) if they recorded conversations in the first place.

Also it is totally legal for you to record conversations. a business must inform you if it is recording the conversation but you do not need to inform them. You wouldnt be allowed to post the transcript on a public site like this one but you are legally entitled to keep it for your own records, to confirm details with the other party or to use as evidence in a complaint.

ian87

Appreciate the advice for the future but in regards to what I have at my disposal, how can I convince Vodafone to listen to my point of view? Im thinking of cancelling my direct debit, then ringing up and offering to pay what, in my eyes, I actually owe. Letting them take it or leave it. I'm not even bothered if they cut off my lines, I'm not bending over and accepting that I owe them the money for the 0844 calls I made, as I WAS told by a Vodafone rep that these were included.

MataNui

Is the '08 inclusive plan' (the extra £2.50) something that is now a part of your monthly payment or can you just cancel that part at any time?

You dont really have any grounds to cancel the original contract so stopping the DD would be a really bad idea. What you want (and the best you can hope for) is that the £2.50 charge (charges) you have already paid are refunded and no more will be taken and that you are refunded for the calls that you expected (were told) would be included and turned out not to be.

ian87

How frequently does the Vodafone rep browse this forum as I'd like to see if he would be able to do something about this before I take it any further. I believe he's quite good at providing assistance and would like to speak to him?

Buzby

Ceasing your DD and paying what you believe you owe is a plan - always assuming you don't mind having late payments then a default on your Credit File (this happens automatically with no human intervention).

You have no ability to bargain and lever them to understand your PoV. Until they agree and take the appropriate action in consultation with yourself, plans to resolve it your own way would only work if you refused them permission to disclose to your CF, this would at least keep the matter private between yourselves. However I suspect you permitted disclosure.