We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
Refused PAC Code by Vodafone - Illegal??
Curryeater
Posts: 16 Forumite
in Mobiles
My wife recently organised an upgrade with Vodafone, however despite them confirming her address as part of the security check the delivery text showed the phone was going to our old address.
She phoned Vodafone immediately who said they had corrected it.
Unsurprisingly the day her new phone should be delivered she got a tracking number and saw that the phone was still going to our old address.
She contacted the delivery company and told them to cancel the delivery (this company were very helpful and said this was quite a frequent occurrence).
She phoned vodafone who told her that as they had sent the phone it was now her responsibility (for starters we all know that is complete rubbish).
Long story short she told vodafone that she had had enough and to cancel the upgrade and provide her with a PAC code.
They are refusing until they get the phone back (they have already confirmed they know the delivery has been cancelled and that she has not received it).
According to OFCOMs website the only reason to refuse a PAC is if the account is already terminated, you are not the account holder or a PAC has already been issued.
They specifically state outstanding charges or contracts can not be used as a reason to refuse.
Have they acted illegally (or in contravention of OFCOM regs) and how do I report it?
Thanks anyone who can help.
She phoned Vodafone immediately who said they had corrected it.
Unsurprisingly the day her new phone should be delivered she got a tracking number and saw that the phone was still going to our old address.
She contacted the delivery company and told them to cancel the delivery (this company were very helpful and said this was quite a frequent occurrence).
She phoned vodafone who told her that as they had sent the phone it was now her responsibility (for starters we all know that is complete rubbish).
Long story short she told vodafone that she had had enough and to cancel the upgrade and provide her with a PAC code.
They are refusing until they get the phone back (they have already confirmed they know the delivery has been cancelled and that she has not received it).
According to OFCOMs website the only reason to refuse a PAC is if the account is already terminated, you are not the account holder or a PAC has already been issued.
They specifically state outstanding charges or contracts can not be used as a reason to refuse.
Have they acted illegally (or in contravention of OFCOM regs) and how do I report it?
Thanks anyone who can help.
0
Comments
-
How long is it since you instructed the delivery company to return the phone to voda?
I'd give it a little while before you start trying to raise it further than vodaphone themselves.0 -
Exactly the same happened to us. It took a few phone calls(!) and it was delivered to us a day late ... so not too bad. I understand your frustration though!0
-
Hi Curryeater,
If your wife still needs help with her account, ask her to email me via the Contact us form here.
To access the form she'll need to enter the code WRT135.
As well as stating her query in the question box, she'll also need to quote "MSE Forum".
Once sent, she'll receive an automated reply with a reference number. Post it on here and I’ll check I've received it.
Kind regards,
Lee
Social Media Comms
Vodafone UK“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 348.6K Banking & Borrowing
- 252.3K Reduce Debt & Boost Income
- 452.5K Spending & Discounts
- 241.3K Work, Benefits & Business
- 617.8K Mortgages, Homes & Bills
- 175.8K Life & Family
- 254.5K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 15.1K Coronavirus Support Boards