Vodaphone issue vs Carphone warehouse issue

zeewar

I dont know if this is the right place for this, and I am sorry if I post something wrong or this is too wordy. In 2011 I bought an IPAD2 it was 3g enabled so I hotfooted to the nearby vodaphone shop and paid for a 3g data plan (£15 per month). They gave me an account, mobile sim card to go into the IPAD. A year (April 2012) later I went into the store about my plan and they said that I was in luck, there was a new plan and it was cheaper than the one I was on. So they duly created a new plan (£10-12), cancelled the old one. Fast forward too today. I tend to now use my smartphone (3 network) and only use my IPAD at home so decided to cancel the plan as I can use my IPAD on my home broadband. When I contacted Vodaphone they told me did I want to cancel both plans. After a bit of digging it appears that the vodaphone shop in 2012 failed to cancel the first plan. Vodaphone admit that the first plan/sim card has not been used since April 2012 but as their more in depth records don't go far enough back there's nothing they can do. They have said they will refund the last 3 months but I will have to pay for 1 months cancellation on both plans.
Anyone know exactly where I stand (yes I know I should have been checking more carefully my bank statements). Is it worth me pursuing this further as they said I was unlikely to get anywhere as the staff at the store are likely to have moved on (how much would the remember)

As a comparison I noticed that carphone warehouse were deducting some money from my account despite not having been with them for a while. It turned out that this was a phone I took out with them in 2008 and they upgraded me in 2010 but again the original debit was not cancelled. They were very nice (I appreciate that carphone come in for some stick at times) and have said they will refund me my money going back to 2010. No problems with their records.

I know this shows my checking of my bank statement is poor. But it still feels wrong that Vodaphone made the original mistake and are refusing to return my money. Is that legal?

Thanks

zeewar

Is anyone able to give me any advice regarding this?

Thank you

Bingolingo

zeewar wrote: »

Is anyone able to give me any advice regarding this?

Thank you

Follow vodafone's official complaints procedure and if they don't refund for the contract that should have been cancelled take then to the ombudsman. Legally, it all hinges in what you can prove but the ombudsman may not be so strict in the level of proof needed to find in your favour.

Vodafone

Hi zeewar,

Thanks for making me aware of your case.

To enable me to get this looked into further, 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'll 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

zeewar

Hi Lee,

Thank you for offering to help. I have done as you have requested.

Re: WRT135 - MSE [#6100462]


Re: WRT135 - MSE [#6100458]

Sorry theres two reference numbers but my browser got stuck and I think it may have sent a duplicate email.

Regards

Vodafone

Hi zeewar,

Thanks for coming back to me.

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

Kind regards,

Lee

Web Relations

Vodafone UK

zeewar

Just an update. Lee did contact me and we spoke on the phone after his last email. He said he would look into it for me and would get back to me the next week. Sadly never heard anything again. Any other suggestions or should I just give up and never use vodaphone again?

zeewar

Just spoke to Lee. There was some email communication apparently between myself and Vodaphone in 2012 regarding cancellation (me trying to cancel)but they didnt get any response. I explained that was due to that email account getting hacked and closed, so I didn't see any email.

As a good will gesture Lee/Vodaphone have agreed to refund half the money which is better than I expected so I am happy. It is certainly a lesson in regularly checking your account.

Vodafone

Hi zeewar,

Thanks for updating the thread following our conversation yesterday.

I'm pleased that we've been able to get this sorted out for you.

Kind regards,

Lee

Social Media Comms

Vodafone UK