Vodafone's policy on Fraud charges

GordonG89

I've been battling with Vodafone for 5 months now and no progress made, and running out of places to challenge them, so seeking some sort of helping hand. Even been to the Ombudsman but having no luck.

Severe service issues aside, I had my phone stolen in Barcelona in March. Approx £900 of call charges were racked up in two days, reported as soon as I was back in the UK. Vodafone's T&C's state I am liable for all charges until the phone is reported missing. However, their Insurance T&C's state I must report it asap unless extenuating circumstances apply.

The insurance claim was declined because I didn't report it with 72 hours to the Police or contact Vodafone straight away. I have since stated that the Police in Barcelona could not speak English, and we could not obtain a crime reference. I told them the UK embassy was closed, you can't report the crime once you have left Spain. We were in an unknown location, with no Internet available, and my brother was missing for 16 hours. With the evidence I sent the Ombudsman, they confirmed my phone had been stolen and there is obvious fraud. Yet despite this, Vodafone refuse to consider these circumstances and still say I am liable for the full amount. Basically hiding behind their T&C's yet at the same time, totally neglecting their own insurance T&C's.

Thoughts anyone? Obviously, its difficult getting around T&C's that I have agreed to, however this is wrong on every moral level and could so easily be reversed.

visidigi

None of the above are an extenuating circumstance. For example, being in hospital unconscious having surgery would be extenuating. Not phoning your supplier when there is no restriction on doing so based on what you have provided would not be classed as extenuating.

Why do you need internet access? Plenty phone boxes available to make a call while you are away. This is standard policy that you should immediately report it stolen. Waiting for you to be back in the UK because its convenient isn't going to fly with an insurance company.

There is nothing morally wrong in what they are doing. You need to stick to the facts and leave the emotion out of it. They are, they are a business, as would you if you were on the receiving end of a customer in the situation you are in.

Might not be what you want to hear, but truth hurts sometimes.

GordonG89

Internet was required to contact Vodafone (phone numbers, etc). I have tried to specifically make them aware that we were physically unable to report the incident. Reporting it back in the UK wasn't the most convenient, this was the earliest opportunity possible.

Herongull

Based on what you've said, it is very difficult to understand why you did not report the incident. No one in Barcelona speaks English and the whole city is cut off from the internet? Surely not.

The tourist office could have told you which places have wifi. You then go to one of the cafes with wifi and look at the voda website and report the theft.

Alternatively, didn't your hotel have wifi?

Why couldn't the people at hotel reception help you contact the police?

The people at the tourist office in large cities always speak English, why couldn't they help you contact the police?

In my opinion, there is no chance of making a successful claim on the insurance given the situation. To claim on any insurance (phone or general travel insurance) you have to comply with the T&Cs, and these normally do include reporting the crime to the authorities ASAP even if this involves some inconvenience.

visidigi

GordonG89 wrote: »

Internet was required to contact Vodafone (phone numbers, etc). I have tried to specifically make them aware that we were physically unable to report the incident. Reporting it back in the UK wasn't the most convenient, this was the earliest opportunity possible.

Being ill prepared doesn't help you - having a copy of emergency numbers in wallet and phone should be expected when travelling abroad.

You were physically able to report it, there are plenty of methods to do so. Alas insurance policies will not cover you, it really is that simple.

Additionally whenever you are roaming you should have a pin lock on your device to avoid this very scenario.