How to handle Vodafone...

anitamarie

Hey guys,

Curious for your thoughts on how to handle an issue I have with Vodafone. A few months ago (April) I asked for an upgrade with an N95. The N95 arrived and went back because the firmware had been altered by Vodafone from Nokia's original to the extent that functionality had been stripped. I asked them to switch me back to my old tariff, a simple 30 day notice sim deal whilst I looked round for an operator who still had Nokia's unaltered software on the phone.

Voda then billed me for the phone (which had been returned) and gave me a massive bill - £200 difference on a typical bill despite the fact more minutes had been added. I queried it and they couldn't give an answer as to which tariff the calls were made against, etc, so I advised I'd write to them so they could in turn write to me. Did this, they apologised for messing me around but they stood by their bill and by the way I also owed another £100 for the phone which had gone back. At this I got angry and rung customer services who said actually, if I wanted my PAC to leave Voda, there would be a bill of c£1000 first to cover the 18 month contract I had entered into plus the cost of the phone. I said I'd cancelled and the phone had gone back so could they please correct my bill and send out a correct one, in the meantime, by their mutual agreement, I would cancel the direct debit. They refused to send an invoice and said someone would call me.

I heard nothing until a debt collection woman rang me unaware and bravely took on the case, added some credits for the mistakes and assured me £126 was all I needed to pay to bring my account into balance. She gave me an auth code and said that was an end to the matter. That was about 2 weeks ago and I thought it was over.

On Wednesday my phone was disconnected. I rang Vodafone and they said there was another £120 to add to the 'settled' bill and that the woman had advised wrongly. They said she would ring that day and my phone would again be disconnected on the Friday if the debt hadn't been settled. She didn't ring. I rang Dialaphone about moving to O2 and they said the PAC I had would expire too quickly (6 July) for them to port the number successfully and to ask Voda for an extension. Voda said they couldn't extend or reissue so I had to wait til 6 July.

Noone from Voda called about the bill so I chased them late on Thurs night and a woman advised she would look into it. She tried to call me back but the idiots had of course disconnected me again!

So from Friday through to this evening my phone didn't work. She spoke to me again today and said the phone now works and I just need to settle £90.99 to bring my account up to date for the period up to 9 July. The PAC code excuse was apparently a lie she said, actually they wouldn't issue one because there was money outstanding on the account and the reps were being dishonest.

I've written to Voda today and will hear back soon no doubt. What would you do in this situation? Pay up again? Go to the adjudicator? Grateful for any thoughts...

diamonds

call head office ask for someone senior to investigate a complaint, they should put you through to high level directors team

faza20

Hi anitamarie

I've read your post and it seems as though there's certainly been some confusion with your account.

I work for Vodafone and would like to try and help you get this resolved, although in order for me to do so I'll need you to contact me with your account details.

If you use the following link to Contact Vodafone By Email, you then have an option to send an email to us through the web platform on our website.
If you type the code FIT135 into the body of the email, the code will be recognised and the email will be routed directly to my team.

As soon as we get your email, we'll take a look into your account and contact you back to resolve things.

anitamarie

Thanks very much, I've done as instructed so talk to you soon. Much appreciated.