Help with mis sold vodafone contract

Funtimefrankie

Exact same thing has happened to me, 30th July received a call from 01709765330 Adam from vodafone saying he was calling to see if he could reduce my bill. He proceeded to offer me a new deal with new handset as an early upgrade, I agreed as my current phone was playing up and agreed to the new upgrade contract which worked out approx £5 per month more than I was paying.
Next day new phone arrives, but no nano SIM to fit it, so I get on to live chat to request a Nano SIM, they ask what number it was for and said there were 3 numbers on my account, I said that couldn't be as I only have 2 numbers on that account! She said that a new number had been added and to contact vodafone next day.
I call customer services who said that I had 2 options, 1: return the handset or 2: have a transcript of the sales call listened to and if I was correct the deal would be honoured. I asked for the transcript to be listened to as I am 100% sure this was only ever treated as an upgrade! This was 5th August and advisor explained that this could take up to 5 days and my 14 days cooling off period would be frozen until matter resolved.
Wednesday 12th August I cannot make outgoing calls, again I contact customer services who say that a bar had been put on my number as there was an amount outstanding on my bill (this was the amount for the new contract that I had not taken out). I did not stop the payment, it was placed on hold until matter was resolved!! Bar was lifted an hour later then next day my account was barred again! So I had to contact customer services again to get this lifted.
I still have heard nothing from Vodafone, not even a message stating that my account would be barred before it happened.
When they listen to the transcript and realise I am telling the truth I am not even sure I will take out the new contract offered, just see out my current contract and move on!!

Vodafone

Hi Funtimefrankie,

Thanks for making me aware of this.

So I can access your account, email me via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.

Kind regards,

Lee

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Vodafone UK

Funtimefrankie

Thanks Lee
WRT135 [#11153269]

Funtimefrankie

Quick update:
Since filling in the online form here on Saturday 15th I had heard nothing, (not even a response from Lee above to say he got my E-Mail) so I contact customer services again on Wednesday 19th, were the rep, Nadia, was very helpful and said I would be contacted within 3 working days, I even got a text stating this. Later that day I got an E-Mail response from the form I filled in from the link here saying that they saw I had contacted customer services and a manager would give me a call within 72 hours!! Well none of this has happened, and I have received a letter from vodafone saying that my account has been suspended with a balance due of £0.00!!! (My account is not suspended).
It is almost 4 weeks since I got the offer, and in this time Vodafone have not contacted me once on the phone, even after all their promises!!

eagle

As I've already mentioned in the Vodafone Complaints thread, Lee has been on holiday and was only due back in the office yesterday (24th). I am sure he is going through his backlog right now - I am also sat patiently waiting for him to get back to me re my issue.

Vixusa

Update- I'm still no further forward. Have waited for Lee to listen to transcript, this can't be done so he was going to send out a bag for my phone. This was around 2weeks ago. Nothing arrived and the second line is still active as my bill is due again. Do I now have to go to the Ombudsman?

Vixusa

Ref 11383897

Vodafone

Hi Vixusa,

Thanks for your time last week.

If you need help with anything else, let me know.

Kind regards,

Lee

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Vodafone UK