Vodafone/CPW: Refusal to refund after overcharging. I'm posting the full convo

awkawk

They tried calling, and then sent me another e-mail, to which I've just spent the last 30 minutes writing a response...

Hi
Firstly, can you confirm that the following is correct:

1. I have paid you £36 for the 13th month of line rental (my last paid bill)
2. I bill amount (perhaps £36) will be charged to my bank account by direct debit in the next few days.
3. I will be billed some amount, either £15.30 or £36, for the 30 days starting from today.
4. I have used 0 minutes, 0 texts and 0MB since the 12 month period ended.

If you agree, I would appreciate it if you could confirm by saying something like "Yes, looking at your account, I can see that this is factual".

I request that these charges are credited back to me. I called to give notice in September, but I was told I could not do that without paying an exit fee.
It was at this point that I learned that not only was the contract considerably more expensive than it should have been, it was also twice as long.

This really upset me, as you can imagine. But, I carried on paying, because I was scared of what might happen if I didn't - I didn't want bailiffs coming to take my things, or to have a black mark against my name which might affect getting a job in the future - I try to manage my finances well.

I am a student, and I would never have agreed to pay £36 a month, that's a lot of money to me.

The crazy thing is, I decided to go with a mobile contract because the total cost for the year was £66. You can fact-check this by checking the documents attached. I have to date paid hundreds of pounds, it's been a total nightmare!

Please, I think my request is reasonable. We are already in agreement that I should not have been "forced" to make these payments by an erroneous minimum term length. In recognition of this, you are allowing me to exit the contract, I ask that you also refund me for charges relating to this fault, which was not mine. I am not a large multinational company, I am a student. I suppose if you say no, I can write to the telecoms ombudsman, but I would rather get on with writing my essay (I've spent hours dealing with this over the last few days, my productivity has gone right down, I want it dealt with and settled).

Please reply by e-mail.

Thank you very much, Kind Regards,

redacted
On 23/11/16 17:36, eforum.web@help.vodafone.co.uk wrote:
>
> Hi redacted,
>
> Thank you for your reply.
>
> I tried to call you on your mobile number but reached voicemail.
>
> I sincerely apologise for any inconvenience caused.
>
> I have reviewed your case with my manager, as we can see that you had used the allowance knowing that you were on the wrong price plan, but we haven’t charged you anything extra for it. As goodwill we have offered you the difference for the line rental for 6 months it will be £125.00, we won’t be able will to provide you any more refund other than this.
>
> I have also reset your commitment end date and have raised the service request for your cancellation. Once your services are disconnected you final bill will be generated.
>
>
> Kindly let us know that you agree to the resolution.
>
> Kind Regards,
>
> redacted
> Customer Service Agent (Social Media)
>
> Vodafone Limited
> Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
> Registered in England No 1471587
>
>
>
>

awkawk

I really don't know what to say! Only in my last message did I express any emotion, and, their e-mail is so cold, just a point blank refusal to say that yes, they did indeed force me to pay line rental charges that I should not have had to. And no, they cannot do anything, I have been robbed, and that is the end of the matter as far as they are concerned. All is good in the world?!

I'm not going to reply for now. Has anyone got any suggestions - what would you do, if you were me?

To avoid any confusion. The date mentioned for last usage. It is at least 48 hours prior the end of the 12 month term.

Hi redacted,

I’ve checked your account and can confirm that:

1. You have paid £36.00 for the 13th month line rental.
2. The bill amount of £42.00 which is current month’s bill will be charged to your bank account around 25th November 2016.
3. As the price plan has been changed, you will be charged pro-rata this month. Which means that:
- this month's plan plus any extra days you've been with us
- next month's plan (as we bill a month in advance)
4. The last usage done on this account was on 18th October 2016 which was internet access.

Further, I can see that we have received cancellation request from you on 23/11/2016 and so the contract will be cancelled on 23/12/2016. I can confirm that we have not received any previous requests to cancel the contract so we can’t refund the 13th month charge as well.

However, we have already offered a goodwill credit of £125.00 which is the difference for the line rental for 6 months. We won’t be able will to provide you any more refund other than this amount.

We await your reply.

redacted
Customer Service Agent (Social Media)

Vodafone Limited
Vodafone HQ, The Connection, Newbury, Berkshire, RG14 2FN
Registered in England No 1471587

awkawk

Oh, and they just sent me a contract that expires in October 2017 - just now.
The fact I have not given permission for such a thing to happen is irrelevant, clearly I just get stuck on whatever contract/s Vodafone see fit.

If you can't see all the pictures in this email, view it online
Vodafone Let's go
Hello redacted,

Welcome to your new bundle. The details are below. Plus a few other things to help you get the most out of being with Vodafone.

My Vodafone ›
Keep track of how many texts and minutes, and how much data you've got left with the My Vodafone app on iOS, Android or BlackBerry. Or check online here.

Roam more. Worry Less with inclusive roaming on Vodafone. ›
Your bundle comes with unlimited calls, texts and picture messages across 40 destinations and an inclusive roaming data allowance. We make roaming simple so you can stay connected to the people and places that matter most.

Always here for you ›
Whatever help or support you need with your device, our Tech Team are here to help online, in store or on the phone. We've also put a collection of useful information in one handy place, like help on starting out with your new device or getting in touch with us. Simply head to vodafone.co.uk/getstarted

Still got a question? ›
Live chat with our team of experts for free, 24/7, at vodafone.co.uk/contactus or via the Support section on the My Vodafone app. Or call us on 191 from your Vodafone mobile (0333 304 0191 from a landline or another mobile, calls are charged at your standard network rate).

Thanks
Vodafone Customer Service team
Your account details
Mobile number: redacted
Contract start: 22-Nov-16
Minimum commitment end: 14-Oct-17
UK minutes: UNLIMITED
UK texts: UNLIMITED
UK data: 2GB
Manage account
›


Your bundle

Start date End date
Monthly line rental £18.00
Vodafone World Traveller
Discount: 12 months 15% off plan 15% 22-Nov-16 22-Nov-17
500MB inclusive roaming data
Inclusive roaming calls texts and picture messages
This bundle, and the terms and conditions, replace your old one. We hope you're happy with it. If you'd rather switch back to your old bundle in the next 30 days, just call us on 191 from your Vodafone mobile.
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Pay monthly airtime conditions

This agreement is also available in large print or in Braille. Call 03333 043 222 or email disability.access@vodafone.co.uk for information about the accessibility of our products and services.

Customer agreement

I have read and agree to the following:

...Full T&Cs...

custardy

You realise posting all these messages make it hard to follow?

jonesMUFCforever

custardy wrote: »

You realise posting all these messages make it hard to follow?

Impossible I'd say - got a headache trying to make head or tail of it :eek:

Jon_01

I'm afraid that the Op is now just coming over as a forum equivalent of someone that enjoys the sound of his own voice.

As we all know, it's Voda, they are going mess you around it's all they know how to do. Add to that the issues the op's added because of not resolving anything for so long and we have the makings of a Greek Tragedy. . .

awkawk

I've been calling Vodafone and Mobiles.co.uk repeatedly about this since March this year. I didn't get anything but false promises to look into it until this interchange of e-mails. I would have e-mailed before, but Carly only gave me the "special code" on post number 15, that's not my fault. I called the number, like any sane customer would.
Why are they so desperate to keep their profit from a much maligned customer...

awkawk

custardy wrote: »

I havent seen many 12 month contracts with a handset in the last few years.
At £66 a month,it sounds like a high end phone?

There was no handset, this was a SIM only contract.
I was being billed £36 a month, until a day or two ago when at last someone decided that it was in their power to look into it, at which point they immediately corrected the tariff to £15.30 a month.
Unfortunately, this is 13 months too late.
It was not £66 a month, I was supposed to pay £66 for the year, after cashback.

I wish I had posted on this forum before, but naively I just called up each company, back and forth, trying to get a resolution, since March. And now I'm being told I never called anyone.

I still haven't replied to them - I really don't know what to do anymore, it seems their "resolution" is to admit to being at fault, but make out that I'm not due much recompense for that, and I get the impression, they think I'm just lucky to get away with my skin!

Stevie_Palimo

awkawk wrote: »

I've been calling Vodafone and Mobiles.co.uk repeatedly about this since March this year. I didn't get anything but false promises to look into it until this interchange of e-mails. I would have e-mailed before, but Carly only gave me the "special code" on post number 15, that's not my fault. I called the number, like any sane customer would.
Why are they so desperate to keep their profit from a much maligned customer...

What ever the situation is here and the dispute you have with both Vodafone and mobiles.co.uk there really is no need to plaster every single email to and from on here as it not going to solve anything or help anybody else.

Each case of an issue is different and with that in mind you putting up this full detailed story that could well go on for 100 pages is hard to read through, Not applicable to anybody else's situation and also both Companies could by rights fail to want to help you if they see you posting this, If not fail to help they may at the minimum request to the forum that all posts are removed, And make you wait even longer for this to be resolved.

All you need here is a few simple facts and that would be a brief first post describing the problem in hand followed by a follow up post stating what has happened or what has been agreed as all this here is simply pointless.

Anyone saying here that you should you post all of this also has an issue with the Companies in question so their opinion does not count in any way, The other factor as listed also is that if every forum user did this there would be no room on here and it would take a year to read one thread.

mobilejunkie

Waste of time with someone like this. I pointed that out a long time back.