Insurance Premium

ste_wilko

Hi,

I recently took a second line on Vodafone via OneCom. The deal was 100 mins 1000 texts and 500mb of data for £13, which OneCom said they would pay. They are paying the money directly into my bank each month too, so all good.

However, since June I have been charged £5.99 for something called Mobile Essentials. I did a quick Googling of it and found that it was insurance. I tried to call the number on their website and guess what, it was OneCom!

I never gave them authority to setup a direct debit, and I took the contract out with them in February anyway, they only had my bank details so they could pay me the £13 per month.

They never even discussed insurance with me when they sold me the contract.

Is this cause to allow me to finish my contract without penalty?

mije1983

ste_wilko wrote: »

Is this cause to allow me to finish my contract without penalty?

No. You are entitled to your money back though, providing they gave you no information on it. A lot of 3rd party sellers used to offer their extra insurance as a freebie for 3 months, then chargeable after that.

Did you receive any paperwork when you took out the new line? If so, just make sure it wasn't in any small print!

What have OneCom said when you asked them about it?

Nodding_Donkey

Use the direct debit guarantee. Tell the bank it was unauthorised and you want an immediate refund. The bank will try and fob you off telling you that you have to contact the originator but that is not what the DD guarantee says. I've also had interesting conversations with various banks about what constitutes 'immediate'

ste_wilko

Thanks for the replies! OneCom weren't open when I tried to call them so gonna try again today. There was no paperwork that arrived with the phone and they definitely didn't mention it over the phone. If I get no luck from them I will contact my bank and tell them I never authorised the DD

Vodafone

Hi ste_wilko,

Thanks for making me aware of this.

If you'd like any help from me, 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

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Vodafone UK

ste_wilko

Hi Lee,

Thanks for getting back to me. I will certainly be doing that as I have had nothing but problems with OneCom recently.

Firstly when they sold me the second line I specifically stated that they were not to touch the line I originally took out directly with yourselves and they promised me that they wouldn't. Low and behold they have, and trying to get them to relinquish that hold over the number is like getting blood out of a stone, and now they've pulled this trick with the insurance premium. They say that they would have advised me of the insurance and I've requested that they listen to the call.

It is completely beyond me how they've managed to win partner of the year for 3 years running

Vodafone

Hi ste_wilko,

Thanks for coming back to me.

Fingers crossed for a positive outcome.

Kind regards,

Lee

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Vodafone UK

ste_wilko

Hi Lee,

Ticket number 7387492. I think I may have forgotten to put MSE in the subject though

ste_wilko

Wow! Well here's no surprise. I have had no resopnse from Vodafone today and I tried calling OneCom and they said they'd get back to me. Neither have contacted me yet!!!!

Nodding_Donkey

Have you got the money back from the bank yet? Clawing the money back may encourage them to talk to you.

Vodafone

Hi ste_wilko,

Thanks for coming back to me.

As you didn't quote the code WRT135 - MSE in the subject line, your email didn't reach me straight away.

However, I've got it now and will get back to you later today.

Kind regards,

Lee

Social Media Comms

Vodafone UK