Vodafone - Taking them to court

cw212010

Silk wrote: »

The first thing to do is perform a SAR and ask for transcripts of those phone calls.
Fill the form in and give the dates, times and names.
There will be a £10 charge but it will be money well spent.
Use the transcripts to prove your case through the courts, needless to say if you have enough detail and they claim to be unable to provide them it will be frowned upon by the courts anyway.

I got all of this back in January. It details 37 requests for a manager to call and not once has it happened. It also details a lot of other things, service issues, faulty handset etc.

They tried to claim I didn't bother to replace a handset which was using more data than it should. They told me to provide a receipt that I exchanged it at the time which I've sent to them three times and they still ask for it!

What it boils down to is that they contacted me about the increase, I opted to leave with no ETF, they then changed their minds and enforced it.

I was told several times it would be wiped and it never has. They update my credit file wrongly every month too!

I've started the MCOL process.

Thanks!

Silk

cw212010 wrote: »

I got all of this back in January. It details 37 requests for a manager to call and not once has it happened. It also details a lot of other things, service issues, faulty handset etc.

They tried to claim I didn't bother to replace a handset which was using more data than it should. They told me to provide a receipt that I exchanged it at the time which I've sent to them three times and they still ask for it!

What it boils down to is that they contacted me about the increase, I opted to leave with no ETF, they then changed their minds and enforced it.

I was told several times it would be wiped and it never has. They update my credit file wrongly every month too!

I've started the MCOL process.

Thanks!

Ahhhh right I remember it now.


You claimed to have had the text about the offer of early termination but failed to cancel by post in the time frame offered as per the instructions.


If you have evidence of the cancelations team saying you are able to without an ETF then all well and good. An offer by a CS agent saying they will put forward a recommendation doesn't cut it.


If you don't have that you will have to hope they choose not to defend otherwise you will be throwing good money after bad.

d123

Why start another thread?

You already had a thread about the problem (and were expecting £1000 damages from Vodafone).

https://forums.moneysavingexpert.com/discussion/5189966

Silk

d123 wrote: »

Why start another thread?

You already had a thread about the problem (and were expecting £1000 damages from Vodafone).

https://forums.moneysavingexpert.com/discussion/5189966

Third thread, there was one before that one ......
https://forums.moneysavingexpert.com/discussion/comment/67328471#Comment_67328471

mobilejunkie

As I said in one of those; you can lead a horse to water....

cw212010

Why start another thread? Because the original one does not affect the current circumstances.

Such sarcastic comments from certain individuals makes me want to avoid this forum and seek assistance elsewhere.

I would have 'liked' $1000 in damages, however I was not aware the process did not work in that way.

You can lead a horse to water all you wish, I'm on here to ask for advice not smart !!! answers.

cw212010

Silk wrote: »

Ahhhh right I remember it now.


You claimed to have had the text about the offer of early termination but failed to cancel by post in the time frame offered as per the instructions.


If you have evidence of the cancelations team saying you are able to without an ETF then all well and good. An offer by a CS agent saying they will put forward a recommendation doesn't cut it.


If you don't have that you will have to hope they choose not to defend otherwise you will be throwing good money after bad.

Unfortunately I do not have tangible evidence of this. I do however have call reference numbers, names of staff and times that it was said. Vodafone, conveniently do not have the calls recorded.

I asked on each call that a manager call me to confirm it had been done and noted, however this was not done. Following this I asked that the call be pulled as the write off had yet to be processed by this senior advisor. No one ever pulled the call, returned my calls or provided any update. Call recording requests are noted around the time of the advisor saying he would remove the charges however.

d123

cw212010 wrote: »

Unfortunately I do not have tangible evidence of this. I do however have call reference numbers, names of staff and times that it was said. Vodafone, conveniently do not have the calls recorded.

I asked on each call that a manager call me to confirm it had been done and noted, however this was not done. Following this I asked that the call be pulled as the write off had yet to be processed by this senior advisor. No one ever pulled the call, returned my calls or provided any update. Call recording requests are noted around the time of the advisor saying he would remove the charges however.

So put it a little more succinctly, you have no proof?

mobilejunkie

I sometimes wonder if posters somehow use multiple usernames!

cw212010

I have documentation in terms of notes, some recordings, letters sent to and fro and everything I can.

In reality, there's not much that I'd be able to get as proof when your talking to someone over the phone.

I've documented every call I've made but most importantly the calls in which I was assured, in one case the advisor swore on his life that it'd be removed there and then.

The Ombudsman upheld the customer service aspect of things, however they were straight up and said their hands were tied as Vodafone had no evidence to confirm or deny the ETF.