Vodafone cheating customers

Loveactually

Never again

So, after being a loyal customer for over 3 years, I phone Vodafone yesterday to get an upgrade on my phone.
I know I can get the iPhone 5c from other similar companies for £28 per month - and I know Vodafone can't possibly match that price or even come close. But I decide to humour them and I phone customer services to say I'm thinking of leaving.
As expected, the employee launches into the "let's see what we can do for you" routine. She offered the iPhone for £28 with 2gb data and unlimited minutes. Went over all terms and conditions and send the phone which I received today.

No email or text confirmation of the deal I just agreed to.
I thought I will log onto my Vodafone account and check if the new £28 price plan. But it shows I am on £39.50 a month.

I phone up customer services again and ask a new lady to take me through the deal I've been put on.
Well, there is no deal. No discount has been negotiated and £39.50 is the price I'll pay.

Guess what? No record of a discount having been offered. He says he can "open a case". To check what was spoken between me and the customer service operator and whether any discount was offered.
I have decided what ever the outcome I will be returning the phone as I don't want to deal with them anymore.

And what's worse, if I hadn't bothered to check my account online and then spoken to those other people, I may have ended up accepting the new phone and not realising the cost of my new contract until it was too late to cancel it - which is probably exactly what Vodafone would have liked.

Juzza12

If you still want an iPhone 5c...

Free 32gb 5c unlimited calls and texts and 2gb of 4g data £24.99 a month

http://www.hotukdeals.com/deals/free-iphone-5c-now-32gb-with-unlimited-calls-texts-2gb-data-for-only-24-99-per-month-1971001

kingrulzuk

Sounds like VF to me. worst network in uk

visidigi

Loveactually wrote: »

Never again

So, after being a loyal customer for over 3 years, I phone Vodafone yesterday to get an upgrade on my phone.
I know I can get the iPhone 5c from other similar companies for £28 per month - and I know Vodafone can't possibly match that price or even come close. But I decide to humour them and I phone customer services to say I'm thinking of leaving.
As expected, the employee launches into the "let's see what we can do for you" routine. She offered the iPhone for £28 with 2gb data and unlimited minutes. Went over all terms and conditions and send the phone which I received today.

No email or text confirmation of the deal I just agreed to.
I thought I will log onto my Vodafone account and check if the new £28 price plan. But it shows I am on £39.50 a month.

I phone up customer services again and ask a new lady to take me through the deal I've been put on.
Well, there is no deal. No discount has been negotiated and £39.50 is the price I'll pay.

Guess what? No record of a discount having been offered. He says he can "open a case". To check what was spoken between me and the customer service operator and whether any discount was offered.
I have decided what ever the outcome I will be returning the phone as I don't want to deal with them anymore.

And what's worse, if I hadn't bothered to check my account online and then spoken to those other people, I may have ended up accepting the new phone and not realising the cost of my new contract until it was too late to cancel it - which is probably exactly what Vodafone would have liked.

You can't cancel an upgrade, there's no return/cancellation period...

grumbler

visidigi wrote: »

You can't cancel an upgrade, there's no return/cancellation period...

http://www.vodafone.co.uk/about-this-site/terms-and-conditions/returns-policies/

In their policy they don't exclude upgrades.

Guys_Dad

visidigi wrote: »

You can't cancel an upgrade, there's no return/cancellation period...

You can if you have been misled.

w211

Go into a Vodafone store and check.

I've been given a 12 month SIM only deal for £15.50 a month (which is normally £31) over the phone.

The app, and when I checked online was showing £31, but when I went into a shop the assistant says it is £15.50, and showed me his computer screen with my account details, where they apply a 50% discount for the 12 month term. He says it shows £31 online and on the app for a technical reason..

The bill came, and indeed I do pay £15.50 a month.

Herongull

visidigi wrote: »

You can't cancel an upgrade, there's no return/cancellation period...

There is the law.

You can cancel any contract if there misrepresentation which induced you to take it up.

husk

visidigi wrote: »

You can't cancel an upgrade, there's no return/cancellation period...

Absolute nonsense, distance selling regulations apply.

visidigi

Guys_Dad wrote: »

You can if you have been misled.

They would need to listen to the call. OP against VF

Herongull wrote: »

There is the law.

You can cancel any contract if there misrepresentation which induced you to take it up.

Same as above - although as others have pointed out it may just be a visibility versus actual billing issue.

husk wrote: »

Absolute nonsense, distance selling regulations apply.

Absolute nonsense. Read it, the updgrade means the service has begun and therefore DSR's don't apply.

grumbler wrote:

http://www.vodafone.co.uk/about-this...urns-policies/

In their policy they don't exclude upgrades.

My mistake, good to see Vodafone aren't as strict as other networks...

husk

visidigi wrote: »

Absolute nonsense. Read it, the updgrade means the service has begun and therefore DSR's don't apply.

Of course they apply. The upgrade puts the consumer on a new contract with new terms.

People come on this forum for money saving help, and consumer advice in confusing situations not for unhelpful blanket statements which offer no relief to anyone reading this thread.