vodafone refuse to cancel pre order

cherjaim

Sadly I went onto VF website last week and realised I was due an upgrade.


I ordered the new iphone6s plus under pre order. it was meant to be £59 per month and £309 upfront cost.
When I got home that night I noticed that my monthly payment had been billed at £120.
I rang vf customer service and was told that I was more or less lying and that I could not cancel over the phone and would have to do it online.


There is no where on line to cancel a order. over the next 36 hours I spent a total of 7hours 12 mins with customer service who said everything from 'you can only cancel within 1 hour of placing on line order' or 'your order has 100% been cancelled' to 'I am not allowed to cancel your order'


I have now tried to leave VF and requested the PAC number to port to another network. They now say that I am in contract with them and if I want to retain my number (which I have had for 20 years )I will have to pay them £708 pounds. They are also refusing to unlock my handset from their network as they say I have not paid my bill for 3 months.
All of this is complete rubbish. My bills are paid via direct debit and come out on time every time for the past 3 years with vf.


I even went into a Vodafone store on Saturday and requested cancelation there which they refused. I asked her to write it on a bit of paper that she was refusing and she point blank refused to.


All in all Vodafone are breaching just about every distance selling and cooling off period law, threatening customers, lying to customers and what amounts to stealing from me.


I am disgusted, stressed and out of pocket from these fraudsters.


DO NOT BUY FROM THEM, IT WILL END IN TEARS.

mobilejunkie

I don't believe there is normally a cooling off period for upgrades, unless the particular network or dealer has it as per of their t&c.

cherjaim

It is like any other contract sold via the web. It has a cooling off period and indeed it does state that in vodafones own t&c's.
The point of it all is that they refuse to do so and make it impossible to do so which is against the law. How can they get away with it? because they can, that's how!!!

JJ_Egan

Can we see this upgrade has 14 day cooling off period .

20aday

I could upgrade early with Vodafone and like OP I preordered the iPhone.

My next bill was showing an amount of £120. After my Direct Debit was recently taken I noticed it dropped to the correct bill due from next month.

I know Vodafone have caused a lot of users here on MSE trouble (from various posts/threads I've read) but just wanted to feedback my experience.

cherjaim

in what way is an upgrade not a new contract?

cherjaim

20aday I see where you are coming from but when I rang to query it they called me a liar which then triggered me to want to cancel.
I have just got an email back from them to say that they will not cancel via an email and I have to cancel via live chat. live chat say I have to cancel by phone and the people on the phone say I cant cancel with them. I have wrote to head office with cancelation request on their official form and hand delivered one to my local store.


Up to now non of these attempts to cancel have had any effect and VF are deliberately blocking any form of cancelation. up to now I have wasted the best part of 9 hours trying to achieve what should be an easy,painless task.

Cycrow

cherjaim wrote: »

in what way is an upgrade not a new contract?

An upgrade is an extension and/or change to an existing contract, it is not a new contract

leeroy2009

vodaphone scum (as usual) email the ceo from there own webpage.

cherjaim

'when the content service ends it may become a monthly paid subscription unless you cancel it.' (taken from vf t&c's)
As I was out of contract as it was over my 12month agreement I am guessing that it was a subscription service I had at the time of upgrade which then in turn makes it a new contract.
if it was an extension of a spent contract surely it would fall within the 30 day cancelation policy instead of being committed for 12 month??


If it is the case that it is an extension and therefore does not fall within 14 day cooling of period I am 101% sure that Vodafone would of gladly shoved that up my nose byt upto now they have not in all the many hours of communication with them.

cherjaim

leeroy2009 do have have a link or his email address please?