Official Vodafone Complaints/Query Thread

wjohnston

I cancelled the contract within the 14 day cooling off period that you have with any contract that you take out.

It was bought through the internet and i spoke to a manager in May last year who confirmed the account was closed

mobilejunkie

Not with any, as I said. Only with internet and telephone sales for new contracts (not upgrades) unless Vodafone are very generous. It's a common (among many others) assumption some people have in their heads but not based on the law.

d123

wjohnston wrote: »

I cancelled the contract within the 14 day cooling off period that you have with any contract that you take out.

That is not correct, statutory cooling off cancellation only applies to contracts made online or by phone.

Leon_W

When I clicked on the BBC link "Worst mobile phone providers revealed" why wasn't I surprised !!!

http://www.bbc.co.uk/news/business-43877267

Only for the 7th year running mind so that's OK then.

wjohnston . Vodafone habitually do not close accounts with credit reference agencies when either asked to do so or at the end of a contract when you have done so correctly. They seem to think they are above the law and have some divine right to keep your account open.

They told me mine was a "one off" This was total bollox as I closed 3 accounts in the family and they all stayed open at the credit reference agencies.

I'd advise anyone who has any dealings whatsoever with this excuse of a company to check their credit file.

Vodafone

glentoran99 wrote: »

Never got an email reply, Never mind though got a refund, although they somehow managed to balls that up and refunded 1p too much generating a bill for 1p, I left Vodafone in October 2016....... Still getting bills !!!!!!

Hi glentoran99,

Although I'm not sure why you didn't receive a reply to your email last month, thanks for updating the thread to confirm that you've now received your refund.

If you'd like me to look into why you're still receiving bills from us, please email me via the 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.

wjohnston wrote: »

I cancelled the contract within the 14 day cooling off period that you have with any contract that you take out.

It was bought through the internet and i spoke to a manager in May last year who confirmed the account was closed

Hi Will,

Thanks for making me aware of this.

So I can access the account in question, please email me via the contact details provided above.

Leon W, if you or any of your relatives still need help with the concerns you've mentioned, the affected parties are also welcome to email me via the details stated above.

Kind regards,

Lee

Vodafone Social Media

Andyc7756

Hi all, I had to register on the site and tell you all about my terrible experience with Vodafone whilst also seeking advice.

I have been a Vodafone customer for approximately 15 years and have never had an issue with them up until now. My wife and I run a business and have two phones on a single monthly contract. Both of our phones had started to develop issues and we considered it somewhat fortunate when my wife received a call from Vodafone. My wife explained to the salesman what the issue was and he looked into what he could do for us. Further down the call I started to listen in as my wife was somewhat surprised by what he was telling us, basically he was saying that we could get 2 new phones and continue paying exactly what we were paying previously. At this point I jumped in on the call as it seemed to good the be true, I repeatedly asked him to confirm that this would cost us nothing extra which he repeatedly did. Noe me and my wife are far beyond stupid people but what he was telling us was confusing and beyond ambiguous and we were obviously confused but after he repeatedly confirmed we would pay no extra we decided to plot ahead. This was on March 22nd this year and we received our new phones the next day.

All was good until last week when we received our first bill which included additional charges which we obviously were not expecting. A call to Vodafone ensued explaining all of the above and they promised to listen to the call and get back to us. So they did.

We received a call the following day saying that they had listened to the call and found nothing untoward, they did not hear me repeatedly ask him to confirm that we would not pay any more, that appear to actually only have heard the things they wanted to hear such as the salesman telling us we had 30 days to cancel etc etc. This first bill was received after 30 days so how on earth were we meant to cancel before we actually received the first bill? Thus has now been escalated by Vodafone to their highest and final complaints team.

On a further call which happened yesterday from their second highest complaints team my wife questioned the fact that we had never received a written contract, which by distance selling laws we must receive by some means, he proceeded to tell my wife that a contract was emailed to my email address on the day of agreement, my wife disputed this, the gentleman went away to check and came back and confirmed that in actual fact a written contract was never sent out. When we challenged this and told him that by law they must send a contract out his response was that "Vodafone believe we do not to require to send out written contracts" but if we want they can send one out for us now so that we can sign it!!!!!!!!!
From here we decided that we were obviously going to get nowhere and have asked for a written transcript of all of the calls and once their highest level of complaints has been done we will obtain a deadlock letter and contact the financial ombudsmen.

Any advice or previous experiences would be welcomed. We obviously require to get out of this contract but we now also wish to leave Vodafone completely whilst being compensated for the time, effort and stress that has come along with this.

Thanks for your input in advance and apologies for any typos, it's 7:45am on a Sunday morning and I am typing this on my iPad.

Andy

Vodafone

Hi Andy,

I'm sorry to hear about your experience.

If you've not had an update since you posted, please email us via the form here.

To access the form you'll need to enter the code EFT195.

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 that it's been received.

Thanks,

Lee

Vodafone Social Media

gremlin807

Hi,
I have a question about recovery of call/data charges.
Back in March 2018 I contacted Vodafone on their chat service and asked for 2 of the 3 phones on my account to be cancelled as they were now out of contract. I was told no problem and the phones would be disconnected after 30 days - 10th April 2018.
Come the 10th April I sold one of the handsets for spares and repairs. I'd left the SIM in it but wasn't worried 'cos Vodafone had terminated the line.
Or so I thought. Checking my bank statements today I noticed that the amount Vodafone had grabbed from my account was more this month than last. Hmm. It should have only been one handset active.
I contacted Vodafone via their chat line and asked what was going on. All three handsets are still up and running. I pointed out that I had requested cancellation back in March so only one handset should be still running.
I was told I could get a refund of the monthly call plan charges for the two phones, but any data or call usage which had occurred after 10th April I would have to pay for. The data usage on the phone I had sold was 10GBytes - 5x my 2GByte allowance - so someone has been having fun at my expense.
Am I correct in saying that if I make a request for cancellation which is acknowledged on the day by Vodafone and then not carried out, that Vodafone are in breach of contract and any costs incurred by me following the agreed termination date are recoverable? I don't believe I should be held responsible for Vodafone's inability to do their job.
Hope this makes sense.
Any help would be greatly appreciated.
Regards
Gremlin807

mobilejunkie

Sounds like you would have a good case - IF you can PROVE that notice was given. Word of mout isn't sufficient, in which case you'd need Vodafone to acknowledge (in writing) that you did give notice.

I would ALWAYS check the sim had stopped working the day/day after it was due to end. I'd then dispose of the sime and would never leave (even an inactive) sim in a phone if I sold it. Along with some other routine basics - like putting a sim lock on every new sim as soon as it arrives (which would equally have avoided at least the excess charges part of your situation) - you wouldn't have to rely on other parties to protect yourself.

Vodafone

Hi Gremlin807,

Thanks for making me aware of this.

So we can access your account to see what's happened, please contact us via the details provided in post 1246 above.

Kind regards,

Lee

Vodafone Social Media