Vodafone Messed Up My Price Plan!

wroenaldinho

Hi All

Just a bit of advice on what i could do next. Below are the details of what has happened.

I upgraded over the phone in april to a z2 with their retentions team accepting the handset at £33 per month with 1gb data,unltd texts, unltd mins.

If you look at the below link you will see Ellis has advised we would all be upgraded free of charge to the next tarriff.

http://forum.vodafone.co.uk/t5/Sony/Introducing-the-Sony-Xperia-Z2/td-p/1943314/page/121

Shortly after seeing this and through no action i took i recieved a text from vodafone advising my tarriff had been adjusted, and i was now getting 2gb data rather than the 1gb.

Upon checking my Vodafone yesterday morning it says my price plan is £42 per month and my last bill is more due to pro rata.

I have since contacted vodafone 3 times and been told im not on the £33 a month tarriff and im paying £42. This clearly isnt the case as when i signed up i got a text to confirm £33 per month. Why would i pay £9 more for an extra 1gb?

They are now asking me to prove it instore,when all the evidence is on the forum and on my previous bills.

Im losing the will to live. I was even told yesterday when I rang at around 12:30 i would be called back in 15 minutes. Its the longest 15 minutes of my life. He never rang back.

i was even put on hold the call before for over 10 minutes. What sort of service are they running.

Im not going to a store to rectify their mistake.

What action can i take against them now?


Thanks

grumbler

Your link doesn't work (obviously).
Instead of wasting your time on their inept telephone CS, start a formal complaints procedure, then take the case to the ombudsman.

Alternatively send a link to this thread to their Web Reps that are the only few people in their CS capable of thinking and doing something sensible.

Vodafone_company_representative wrote: »

So I can take a closer look at your son's account, email me with the relevant 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK

mobilejunkie

The Ombudsman won't look at it until they have gone through the complaints proceedure. Assuming Vodafone don't resolve it they either need to wait eight weeks before going or can use a deadlock letter provided Vodafone give them one.

The WRT are definitely the best bet. There is also MCOL - provided the text mentioned clearly shows the new tariff as the OP says and not the one she's being charged for she would have an excellent case. There should also be a recording of the original upgrade conversation which Vodafone would have to proved. However, calling them is a complete waste of time - will only make it worse. As for managers calling back - how laughable. You could wait 15 years, not just 15 minutes - and they still wouldn't call!

Vodafone

Hi wroenaldinho,

If you're still in need of help with this, 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, quote the code WRT135 - MSE in the subject line.

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

Kind regards,

Lee

Social Media Comms

Vodafone UK