Vodafone Early Cancellation fee

mmcmahon

My Vodafone contract ran out in January. I called to say I was cancelling and was told I had to give 30 days notice which I did. I also asked for a PAC and was told cancellation would only proceed when I used it, so a few days later I used to transfer number to GiffGaff thinking this would kick off the cancellation procedure as advised. I expected to may for both GiffGaff and Vodafone for final 30 days but as GiffGaff was only £10 I was OK with this. Vodafone final bill has now been bebited from my bank today and they have charged me £201.41 early cancellation fee.

Does anyone know where I stand with this and how I can get this money back?

grumbler

I don't see any reasons for the fee to be that big unless you exceeded your allowance.
The fee is the charge for the next 30 days, part of which is normally already paid in advance.

For taking unusually big amount by a DD Vodafail should have billed you in advance. If they have, what does the bill say? If they have not, you can call your bank and ask for a refund under the DD guarantee, but there is a risk that Voda's idiots can report a missed/late payment to CRA(s).

Regardless, you have to sort this out with Vodfail. See the Sticky at the top how to deal with their shambolic CS. Don't waste much time on useless telephone calls.

Kim_13

They'll probably argue it was an early termination as your number left them before the end of your minimum term.

grumbler

Kim_13 wrote: »

They'll probably argue it was an early termination as your number left them before the end of your minimum term.

And? What matters is how it is calculated, not how you call it.

It's either 30 days or the remaining days of the minimum term whichever is bigger.

SnowTiger

Deja vu?

https://forums.moneysavingexpert.com/discussion/5346830

mmcmahon

After getting passed to around 5 different people on live chat they have now agreed it was a 'system error' and have said I will be refunded withing 3-7 working days. I'm not holding my breath though. I wasn't billed and can no longer even login to my account to check anything. I did receive an email not long after speaking to someone saying a refund was in the process of being made but it never had an amount. I'll wait a week and see what happens. I'm lucky that it won't affect me too much as I have funds in my bank but I can imagine £200 dissappearing from your bank with no warning could have a big knock on effect to some who weren't expecting it and had other bills to pay

Thanks all for the advice.

mmcmahon

No refund had arrived as of yesterday afternoon so I went back on chat to check on progress and was told it hadn't been processed yet because it got stuck in a queue. I was then promised it has now been sent as a priority and would be in my bank within 24 hours. Not surprised that it has not arrived. I am now going down the direct debit guarantee route to get my money back.

System

I don't see how you should have to give 30 days notice when your contract has ended !

joeluken

CHRISSYG wrote: »

I don't see how you should have to give 30 days notice when your contract has ended !

Your contract doesn't end it just reaches minimum term and becomes a rolling contract until either party ends it by giving 30 days notice.

makemesumdosh

I would be sending them a bill for my time and effort trying to get back my money which they had no right to take.
They call it an error, I call it theft. Compensation must be due.


Try asking them for £25-£50 compensation for screwing up. state that if not paid by a certain date say 72hrs you will add £5 a day.
Remind them a BACS payment will reach you bank within 2hrs.


also advise them they have had ample time to resolve this issue.

mmcmahon

I waited until today, still no sign of money. Live chat said it was because of the weekend at first (Possibly a weekend between Tues and Wed that I don't know about) Then said don't worry it will be with you today. I eventually managed to speak to someone (Which took some doing) and she told me it had been incorrectly processed and she would do it again to reach me in 5 days! I eventually got her to put a supervisor on who crefited an additional £40 for my time and he advised claiming initial amount from my bank with additonal £40 to follow in 5 days. I asked for it all in writing which he emailed and waited on line until email arrived. Bank have now put money back in account with £40 still to come. I hope thats the end of it but doubt it. At least I've got cash back and a papertrail admitting fault and lots of figures.