Official Vodafone Complaints/Query Thread

mobilejunkie

You entered a new contract. Don't do that if you may need to change your requirements - it's not the network's fault so why should they lose out?

thegoodman

ConfusedHen wrote: »

This seems like a very unfair policy.

Why do you think it’s unfair? You have agreed to a contract.

ndf9876

Has anyone else just received a text message from Vodafone saying their Direct Debit payment date has changed?

digital

Could you confirm, please, that you have received #20384969?

babiesmummy

nb. I would just like to say this is not my 1st post but have had to register again as I cant get into my account

27/01 Rang Vodafone to upgrade a sim only contract due to expire, negotiated & sorted. I was then advised you have another contract with handset which is eligible for an early upgrade (expiry Apr) I can offer you 50% off any contract with any phone. So I jumped at the chance, didn't really need the phone so just took an Huwaei P Smart 2019 £22.50pm, no upfront 32gb data. Job done, was told had to take the deal on the call as might not get it if I called back, but could cancel or call back to change the phone. Win/Win or so i thought.

01/02 Daughter decided she wanted an iPhone as had been complaining about her Samsung S7edge. Rang to change phone, knowing it would be slightly more (£24.75pm, same tariff) was told yes we can change the phone & return unopened Hawaei but there are only certain depts that can get 50% & the max I can give here is 40% but we will give you the additional 10% back as a credit on your account. Agreed, this was ok. Advised the discount would be applied the following day.

02/02 Voicemail from Vodafone, just wanted to check something on your tariff. Left no name / contact details.

A few days later noticed on the Vodafone app, my tariff was different to incl 50gb £49.50 pm & no mention of a discount. Left it a few days hoping the discount would appear.....

12/02 Rang Vodafone, to be told there was no discount on there & couldn't honour 50% off. Full notes had been made on the account including the original 50% off, 40% discount & 10% credit, notes from the agent who left the voicemail to say the 50% was still showing when the phone was changed, so there was no need to update the discount. They are now telling me I can have a max 30% discount or cancel the contract. I have now sold my galaxy s7 edge, so would be without a phone & have a distraught daughter.

I have told them neither is acceptable & I want it escalating, as they have agreed they have full notes detailing exactly what I was offered.

I am awaiting a response but if it is not favorable where can I go from here?

TIA

Kelly

digital

When is a 24 month contract not a 24 month contract? When it's a 24 month contract with Vodafone.


Most people would expect that if they took out a 24 month contract on any service then it would automatically expire at the end of the period and there would be no further responsibilities on either side. Vodafone see things differently. They require 30 days notice of a decision not to extend the (expired) contract. If the 30 days notice is not given within the 24 months then they will charge beyond the end of the contract until 30 days have elapsed from when the notice was given.


This is a long way outside how any normal person would interpret a fixed period contract.


Comments from Martin and/or anyone in MSE Towers would be welcome, as would comments and a commitment from Vodafone not to make such charges.

d123

digital wrote: »

When is a 24 month contract not a 24 month contract? When it's a 24 month contract with Vodafone.


Most people would expect that if they took out a 24 month contract on any service then it would automatically expire at the end of the period and there would be no further responsibilities on either side. Vodafone see things differently. They require 30 days notice of a decision not to extend the (expired) contract. If the 30 days notice is not given within the 24 months then they will charge beyond the end of the contract until 30 days have elapsed from when the notice was given.


This is a long way outside how any normal person would interpret a fixed period contract.


Comments from Martin and/or anyone in MSE Towers would be welcome, as would comments and a commitment from Vodafone not to make such charges.

Seriously?

The contract you signed is not a fixed term contract. It is an open ended contract with a minimum term of 24 months and requires you to give 30 days notice at any time from month 23 to terminate.

This is the way mobile contracts have worked for decades and is standard across all the networks.

You didn’t think to have a read of the terms and conditions you signed at any stage in the last 2 years?

mobilejunkie

digital wrote: »

When is a 24 month contract not a 24 month contract? When it's a 24 month contract with Vodafone.


Most people would expect that if they took out a 24 month contract on any service then it would automatically expire at the end of the period and there would be no further responsibilities on either side. Vodafone see things differently. They require 30 days notice of a decision not to extend the (expired) contract. If the 30 days notice is not given within the 24 months then they will charge beyond the end of the contract until 30 days have elapsed from when the notice was given.


This is a long way outside how any normal person would interpret a fixed period contract.


Comments from Martin and/or anyone in MSE Towers would be welcome, as would comments and a commitment from Vodafone not to make such charges.

A normal person would bother to understand the contract they agree to and not rant when it's later plain they didn't. Good luck finding any mobile contract which "automatically...ends" at the end of its minimum term - which is what you signed up to.

If you don't like it, get the government to require contracts to be labelled as "minimum term" contracts and make sure you understand what you're doing before you do it. That applies to everything, not just mobile contracts. With those, there are numerous other ways you can trip up if you don't understand the very basics.

pmduk

digital wrote: »

This is a long way outside how any normal person would interpret a fixed period contract.

As others have said, you didn't have a fixed period contract, to stop you waking up one morning and complaining you had no service.

I suggest you check your broadband contract now as it works in exactly the same way.

d123

mobilejunkie wrote: »

A normal person would bother to understand the contract they agree to and not rant when it's later plain they didn't. Good luck finding any mobile contract which "automatically...ends" at the end of its minimum term - which is what you signed up to.

If you don't like it, get the government to require contracts to be labelled as "minimum term" contracts and make sure you understand what you're doing before you do it. That applies to everything, not just mobile contracts. With those, there are numerous other ways you can trip up if you don't understand the very basics.

Vodafone already do that, on page one even (in bold red font) before the actual T&Cs (that @digital would have agreed to) start.




https://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vfcon079998.pdf