Unauthorised Vodafone payment - DD guarantee?

dezza

Around a month ago I took a contract out with Vodafone, but due to poor signal cancelled it within a day of receiving the sim. As per the terms of the contract, they confirmed I would only be liable for the time the sim was active, i.e. a day.

Two weeks later they debited the full month's line rental from my account - despite them sending a final bill confirming this wouldn't be taken. After calling them every day to sort this out, it appears conveniently they can't find any record of my account or phone number - and after emailing the executive complaints team/CEO's office - who responded agreeing that the payment amount was incorrect, and were due to call twice in the past week to resolve but didn't - I have little trust in their ability to resolve this.

Is it worth me using the direct debit guarantee to reclaim this money back? Or is this going to cause further problems, as I am liable to pay around 60p for the line rental for the period used?

Thanks.

grumbler

Even if they agreed that it was an error, it's better to get the refund processed by them. Otherwise these idiots or their computer can routinely report a late payment to CRAs and it will take you another few months to get this information removed from the files.

dezza

Thanks grumbler, I had a feeling that might have been an issue. Guess I'd better make sure the account will be fully closed too.
And I thought EE were inept, at least their complaints department actually took some responsibility!

mobilejunkie

dezza wrote: »

Thanks grumbler, I had a feeling that might have been an issue. Guess I'd better make sure the account will be fully closed too.
And I thought EE were inept, at least their complaints department actually took some responsibility!

Not in my experience (twice!).

dezza

mobilejunkie wrote: »

Not in my experience (twice!).

Yeah I can well imagine! Though I guess the letter before action sent might have helped my case with EE somewhat...

mobilejunkie

I went down the CISAS route; I think I actually did better (both times) that way.

dezza

Oh yeah, I completely forgot about them! By the way things are going I might have to do the same - doesn't seem any of their teams can 'find my account'. Very iffy.

mobilejunkie

In my case, they simply ignored the complaint - both times.

dezza

Somehow I'm not surprised at that.... how did you manage to sort it in the end?

mobilejunkie

Simple.

1) Emailed formal complaint to the address given to me by CISAS at that time.

2) Didn't hear a thing.

3) Waited 8 weeks and then complained to CISAS asking for compensation as well as specific performance on some issues.

4) EE immediately conceded everything (both times). By then they hadn't done anything right or even acknowledged a formal complaint. They left themselves with no defence (not that they had one in the first place).

dezza

mobilejunkie wrote: »

Simple.

1) Emailed formal complaint to the address given to me by CISAS at that time.

2) Didn't hear a thing.

3) Waited 8 weeks and then complained to CISAS asking for compensation as well as specific performance on some issues.

4) EE immediately conceded everything (both times). By then they hadn't done anything right or even acknowledged a formal complaint. They left themselves with no defence (not that they had one in the first place).

Thanks, that's very handy to know. Glad you got a resolution in the end - not that things should really have to come to that if these companies bothered to sort things out.