Can I get compensation from vodafone?

Hannah11_2

I've had numerous problems with vodafone over the past year and about 3 months ago I cancelled my contract with them.

I initially upgraded my phone with vodafone, despite my previous problems with them, they told me on the phone when I upgraded that I'd get 25% student discount, however in reality it was 10% discount, this was the first lie I was told in the process of upgrading.

When I found out I'd been mis-informed about how much student discount I'd get I cancelled the contract after 2 days of having it, at which point I hadn't even received the handset. I refused delivery of the handset and rang up to ask for a PAC code to change network providers and keep my number, I spoke to 4 or 5 members of the customer service team as they all seemed to have differing views on whether or not I'd have to pay for the PAC code, however in the end it was decided that I did not have to pay, I'd cancelled my contract and taken out a new one with a new carrier- problem solved, or so I thought!

A couple of weeks later I got a bill through from vodafone of £823 to cancel the contract. I rang them up several times explaining that I'd cancelled the contract within 2 days and I was not supposed to have received this bill. Whenever I rang up I was always told that a manager would call me back within 48 hours, however they never did, this happened several times until someone eventually put me through to a manager who wiped the charge from my account. I also said I wanted compensation for having to call vodafone so many times to sort out the problem and was told I'd receive a call back the next day (I didn't.)

I've spoken to several of the customer service team since who all told me that a manager would ring me back, again no one did. I eventually got put through to a manager who told me he would credit my account with £98 (to cover the phone charges) and that he'd call me back in an hour to confirm this, he never rang me back.

I rang up again the next day and spoke to another manager who then said I'd been misinformed and told me that I was lying about the £98 compensation. Needless to say I was furious, firstly that she'd called me a liar and secondly she told me Vodafone were not liable for the call charges and that she could only offer me £10 compensation. I told her I wanted to escalate the case to her manager.

I was incredibly surprised when I actually got a call back this morning from her manager, the first time that vodafone has ever called me back. Not that the women was of much help, she reiterated what the previous manager had said and told me that 'it had been my choice to call them, therefore I have to cover the cost of the calls' despite being told I'd get the £98 compensation by one of the managers a couple of days ago! I'm not happy at all with this and another manager is supposed to ring me back within the next few days. Can anyone help me in regards to where I stand recovering the cost of these phone calls? It's really annoyed me how all of vodafone's advisor's seem to contradict each other and furthermore if they'd have called me back when they said they would, I would not have had to call and chase up the issues with them.

forgotmyname

I wouldnt waste my time calling them. Just move on with your life.

The time involved in chasing them for compensation and the small offer they are likely to make you, Could be a time wasting exercise.

mobilejunkie

A) You can't cancel an upgrade.

You're not entitled to compensation.

C) You won't get anywhere with this; the Web Relations Team may help, but they don't have to in this instance. The only case you would have would be if you could prove the discount was less than offered and accepted. Unless you recorded the conversation, can get hold of a transcipt of it from them or show written evidence you are wasting your time.

grumbler

mobilejunkie wrote: »

A) You can't cancel an upgrade.

I don't see upgrades explicitly excluded in Vodafone's returns policy.

mobilejunkie

I didn't check, but I thought the DSR only applied to new contracts and not upgrades. Of course, if Vodafone's t&C don't preclude upgrades it may be allowed, in which case the OP would have a case provided they could prove they gave notice of cancellation.

In any case, it seems that the OP is more fixated with the £98 than the main problem; they had a massive bill which they didn't pay, in which case - unless Vodafone did "wipe the charges" which I wouldn't take at face value - their credit records would have been wrecked. I would want that in writing above all else.

Hannah11_2

I've got in writing that the contract charge was wiped, that issue is sorted now. I was told at the time of upgrade I'd have 14days to cancel the contract free of charge anyway.

I am more interested at this point to receive compensation for all the calls I've had to make to vodafone from my landline (obviously since my contact has been cancelled I can't call them from a vodafone number for free.) my phone bill from calling vodafone alone is over £100 now and they claim this isn't their fault, when really if they called me back when they said they would, it wouldn't have cost me anything. I have one sales advisor saying they can compensate for this and another telling me they will only give me £10! It's ridiculous.

mobilejunkie

Then I suggest you contact the WRT team (see Vodafone complaints thread - it's very long and repeats how hundreds of times). Short of suing or complaining to CISAS (after waiting 8 weeks after complaining to Vodafone unless they give a final response) you won't get very far any other way.

Herongull

If you were persuaded to take out the contract due to misrepresentation about the discount, the contract is voidable.

Yes you can claim expenses as damages.

If they refuse to pay, take the to the small claims court.

stampede

Hannah11 wrote: »

I've had numerous problems with vodafone over the past year and about 3 months ago I cancelled my contract with them.

I initially upgraded my phone with vodafone, despite my previous problems with them, they told me on the phone when I upgraded that I'd get 25% student discount, however in reality it was 10% discount, this was the first lie I was told in the process of upgrading.

When I found out I'd been mis-informed about how much student discount I'd get I cancelled the contract after 2 days of having it, at which point I hadn't even received the handset. I refused delivery of the handset and rang up to ask for a PAC code to change network providers and keep my number, I spoke to 4 or 5 members of the customer service team as they all seemed to have differing views on whether or not I'd have to pay for the PAC code, however in the end it was decided that I did not have to pay, I'd cancelled my contract and taken out a new one with a new carrier- problem solved, or so I thought!

A couple of weeks later I got a bill through from vodafone of £823 to cancel the contract. I rang them up several times explaining that I'd cancelled the contract within 2 days and I was not supposed to have received this bill. Whenever I rang up I was always told that a manager would call me back within 48 hours, however they never did, this happened several times until someone eventually put me through to a manager who wiped the charge from my account. I also said I wanted compensation for having to call vodafone so many times to sort out the problem and was told I'd receive a call back the next day (I didn't.)

I've spoken to several of the customer service team since who all told me that a manager would ring me back, again no one did. I eventually got put through to a manager who told me he would credit my account with £98 (to cover the phone charges) and that he'd call me back in an hour to confirm this, he never rang me back.

I rang up again the next day and spoke to another manager who then said I'd been misinformed and told me that I was lying about the £98 compensation. Needless to say I was furious, firstly that she'd called me a liar and secondly she told me Vodafone were not liable for the call charges and that she could only offer me £10 compensation. I told her I wanted to escalate the case to her manager.

I was incredibly surprised when I actually got a call back this morning from her manager, the first time that vodafone has ever called me back. Not that the women was of much help, she reiterated what the previous manager had said and told me that 'it had been my choice to call them, therefore I have to cover the cost of the calls' despite being told I'd get the £98 compensation by one of the managers a couple of days ago! I'm not happy at all with this and another manager is supposed to ring me back within the next few days. Can anyone help me in regards to where I stand recovering the cost of these phone calls? It's really annoyed me how all of vodafone's advisor's seem to contradict each other and furthermore if they'd have called me back when they said they would, I would not have had to call and chase up the issues with them.

This sums up Vodafone & their customer service. Whilst I was a very happy customer for a number of years, once I experienced problems their customer service is not only useless but arrogant too. I wouldn't touch them with a bargepole now & would advise anyone I know to do the same. I even go out my way to do so.

Hopefully this multibillion pound company will eventually cause their own demise through their dire customer service.

Vodafone

Hi Hannah11,

I'm sorry to see this.

So I can take a closer look at things, 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

Rev

Find the email address of the CEO and email them. That usually will result in a call back from someone who actually knows what they're talking about and will actually help sort the issue.