Vodafone help please

teeach

so, long story short here (long story underneath) managed to rack up a 2k bill with Vodafone (child purchasing items through his mobile bill). Agreed with someone in the directors office of £300 a month (£157 off the bill and rest is line rental etc..) When I called to make a payment I was told that they don't offer that option (I have confirmation in email of the offer made) and they only offer 6mth repayment which will equate to about 500 a month with line rental etc... which i can not afford.

I have had to constantly get in touch with them to try and resolve this.

Below are emails exchanged with more info, they sort from bottom to top.

teeach

so, long story short here (long story underneath) managed to rack up a 2k bill with Vodafone (child purchasing items through his mobile bill). Agreed with someone in the directors office of £300 a month (£157 off the bill and rest is line rental etc..) When I called to make a payment I was told that they don't offer that option (I have confirmation in email of the offer made) and they only offer 6mth repayment which will equate to about 500 a month with line rental etc... which i can not afford.

I have had to constantly get in touch with them to try and resolve this.

Below are emails exchanged with more info, they sort from bottom to top.

To: jeroen.hoencamp@vodafone.com, vittorio.colao@vodafone.com, webrelations@vodafone.com, DirectorComplaintOffice@gb.vodafone.co.uk, directorsupport@help.vodafone.co.uk, Stephen.Parry@vodafone.com

So we thought we had a resolution on this, we agreed with Jess in the customer relations team to pay £157 for 18 months with email confirmation. we have now received a call from Caitlyn in the directors office demanding £400 odd a month as they now apparently can offer only 6mth payment plan.

Someone please step in here and resolve this or I will seek advice from ofcom and notify national newspapers and my twitter following of 86 000 of this situation. How you let a bill run this high with no notifications is ludicrous (as discussed with Jess this was our son using his phone and making purchases through mobile billing). We have no access to online bills either due to another error your end with the primary number ending its contract and no one can sort it out

Regards
Actions

To: jeroen.hoencamp@vodafone.com, vittorio.colao@vodafone.com, webrelations@vodafone.com, DirectorComplaintOffice@gb.vodafone.co.uk, directorsupport@help.vodafone.co.uk, Stephen.Parry@vodafone.com

Can anyone help with the issue below please

Regards
Maria (using partners email address)
Actions
eforum.web@help.vodafone.co.uk (eforum.web@help.vodafone.co.uk) Add to contacts 1/15/16
To:
eforum.web@help.vodafone.co.uk

Thanks for contacting Vodafone.
We’ve received your email and in most cases we’ll answer within 48 hours.
In the meantime, these pages can answer most questions you may have:
The Vodafone Support section answers hundreds of queries ranging from price plans, using your phone at home and abroad and our exciting range of entertainment packs.
Looking to upgrade your phone? Simply click here and we’ll take you through the process.
Our Vodafone eForum lets you discuss the technical aspects of our products, services and the mobile world at large.
If your phone has been lost or stolen please call us straight away on the numbers below for a bar to be placed on your account.
If you’re a Pay monthly customer:-
• Calling from the UK 03333 040 191
• Calling from abroad 0044 7836 191 191
Alternatively, If you’re a Pay as you go customer:-
• Calling from the UK 03333 048 069
• Calling from abroad 0044 7836 191 919
Thanks
Vodafone Social Media

---

teeach@hotmail.com Wrote

---

Hi,

I have quite big problem, my current bill is £1781.32. this is due to my son using his mobile phone to pay for items with his mobile phone (boku). can you see what you can do regarding a payment plan? is it possible to disconnect (temporarily, until the outstanding charges are paid) the one number that has the massive bill and allow the other phones to work as they are mine and my other sons?

Any help is well appreciated, also i couldnt monitor his account as i cant get access to the bills section on the website. I think I know why but no one seems to be able to sort it (multiple chats and phone calls)

Regards

submitProblemForm : Send form
© 2016 Microsoft Terms Privacy & cookies Developers English (United States)

monkeyknuts

Hi,
Did you ever get anywhere with this situation?
I had a similar issue with my son (14 yr old) with Vodafone where well aware of his age and that it was his phone.
My son racked up bills of £2,400, mostly with third party companies sending him texts at £2.00 a time. On one particular night receiving 78 texts.
Vodafone have been less than caring, in fact acting like a !!!!! organisation with a "don't care pay me attitude"
I have been through the ombudsman, both telecoms and financial, written to all the parties you have,
Over a 6 month period when Vodafone had taken money from my account, not once did they feel it appropriate to contact me or my son, with these spiralling monthly costs, to make sure his phone had not been hacked. As these cost's where inconsistent with his previous bills.
To top it all even though this particular episode is with the ombudsman, of which they know.
Vodafone have now issued a default on my credit record, even though its in dispute, not default.
Vodafone are a despicable, money at all costs company, which i would dissuade anyone from using.I wonder how many more children, families they are putting through this type of bully tactics?
I had a lengthy conversation with one of their customer service personal, who informed me on their recorded phone line, that they would not let me know of our rising costs as "vodafone earn more money in keeping it quiet"
When i wrote, paid for, and requested the transcript.....Guess what strangely they could not find that one!
If anyone else has had a similar situation I would be interested to hear about it.

mobilejunkie

Much as I agree that Vodafone is despictable in the main, it is not their responsibilty to check that your phone hasn't been hacked. Where were you when the bills were escalating and said nothing - over a six months period, at that? It would take me one month and no more. If you failed to pay legitimate bills you may be in dispute, but you are also in debt and have broken your contract - therefore a default is to be expected.

forgotmyname

Ive just spotted that my next Vodafone bill is £5 more than it should be, they said my discount only applies for the contract length. Dream on.

If thats the case why did they not explain the discount would only apply for the 24 months and then it will increase? My phones record all calls so i will have the original call when i upgraded as proof they did not tell me this.

Also the contract is not up yet, another 10 days to go.. So its last months bill so still within the contract time.

Maybe looking for a good deal on a P9 lite or similar phone.