Vodaphone,nightmare!!

lilmissworry

My husband and I both have a contract with Vodaphone. A few weeks ago we started having problems with the bills being wrong and they are over charging us. My husband has made countless phone calls to put it right,they always say it will be correct for next month but it never is. We are fed up with them. My husbands contract ends in March so not long,but I am stuck in mine until this time next year. Is there any way I can leave early but not get charged due to their dreadful customer service and all their mistakes? Has anyone left a phone contract early with no fees?
Thankyou.

macman

No chance whatsoever...

dazzaofdagenham

As I'm in a similiar situation to you..

Don't talk to them, go on webchat where you can get a transcript of the conversation.

Do you know the reason they are over charging you ? Data ? Calls outside allowance ?

It's a long road with Vodafone.....but get off on the right foot

lilmissworry

dazzaofdagenham wrote: »

As I'm in a similiar situation to you..

Don't talk to them, go on webchat where you can get a transcript of the conversation.

Do you know the reason they are over charging you ? Data ? Calls outside allowance ?

It's a long road with Vodafone.....but get off on the right foot

My husband got a phone call a few weeks ago telling him he would have more data. No mention of any cost,just as if they were doing it as we are good customers. Then the problems started,the bill went up and it still hasn't been corrected. My husband has called many times,nothing has been done even though they say it will be corrected. I can't speak to them as it's not my account but I was on live chat earlier and they have said we can cancel,just need my husband to get onto them now. It's their customer service and them that have caused all the problems so am hoping we can leave.

lilmissworry

macman wrote: »

No chance whatsoever...

What makes you so sure? It's looking like we will be able to leave.....

dazzaofdagenham

As I say use webchat to record everything.

Good luck

mobilejunkie

lilmissworry wrote: »

My husband got a phone call a few weeks ago telling him he would have more data. No mention of any cost,just as if they were doing it as we are good customers. Then the problems started,the bill went up and it still hasn't been corrected. My husband has called many times,nothing has been done even though they say it will be corrected. I can't speak to them as it's not my account but I was on live chat earlier and they have said we can cancel,just need my husband to get onto them now. It's their customer service and them that have caused all the problems so am hoping we can leave.

You need to follow the advice on the main Vodafone complaints thread and contact the WRT. All else will get you no-where. I'd then first of all check you haven't been "upgraded" to a new contract as well.

lilmissworry

macman wrote: »

No chance whatsoever...

Husband called yesterday and we are out of our contract with no charge,just the bill that's due. So,no chance whatsoever,we did it :beer:

lilmissworry

Thanks for positive comments,my husband called yesterday,we are now out of our contract and they did not charge us. So relieved as they are THE worst company I have ever dealt with. Getting a new contract with almost £100 cashback,so,happy days :-)

Bensonjutton

I've got a disaster story too, apologies for length

I purchased a vodaphone sim deal and handset contract from mobiles.co.uk on 9th June 2016. I received a confirmation email on 10th June from mobiles.co.uk and received the handset after the weekend on Monday 13th June.

I requested a cancellation from mobiles.co.uk as per their t&cs on 13th June as I had found a better deal over that weekend. They emailed to let me know how to proceed, that I had to return the handset and sim intact (they were both unopened) and that I had 14 days to return them to receive a full refund and to have the contract cancelled on my behalf.

They informed me that I would receive a final bill from vodaphone, but as long as the SIM card hadn't been activated, I would NOT be charged.

mobiles.co.uk Sent a confirmation email on the 16th June to say that they had received the handset and sim intact and unopened, and that they would make an immediate disconnection request to vodaphone on my behalf.

(This disconnection request has been confirmed as arriving on 16 June by a Vodafone advisor during my conversation with them today (7th January 2017). The same vodaphone advisor also told me that the disconnection request had not been actioned until 13th of December 2016 according to their records!!!)

Going back to last year, I also received a letter from Vodafone on 19 August 2016 of last year stating that my account had been suspended until I pay the outstanding balance of £42.

I called on 21st august to complain and spoke to their advisor dan (call reference number 501 9014).

I explained that my account had been cancelled on 16 June as far as I was aware?

He apologised and went away to arrange a callback with correct department to resolve this issue for me. When he returned he informed me that they would also be an early cancellation fee of £792!!! I obviously refused to pay this!

I was then reassured by dan after my strong complaints that he had discussed it further with his colleagues, that my account would be closed immediately and I would receive no charges at all from Vodafone. He was very apologetic.

I was informed that I would receive a confirmation email of the closure of my account (which I never received). The only correspondence from Vodafone was a text message survey which I attempted to take part in, but could not reply any of my answers to the number that had messaged me?

As a precaution, I checked my bank account and found that Vodafone had taken £42 from my account previous to the letter I received on 19 August 2016. I called my bank at this point and had the money reimbursed immediately. Nationwide bank then informed me that they would get in touch with Vodafone themselves to claim the money back, and would inform me if there were any problems with this process. Nationwide have not been back in touch, which I assume means there is no issue and Vodafone have not pursued the matter further with nationwide bank.

As I had received no confirmation from Vodafone, I also asked my bank to ensure that all direct debits to Vodafone were cancelled and that they were unable to take any further money without my knowledge.

I have had no further correspondence from Vodafone and assumed that the matter had been resolved as of last august 2016.

Until today on Saturday 7th of January 2017, when I received a letter from Vodafone entitled overdue payment final notice. In this letter they state that as they haven't received a payment for my overdue balance of £214.17 they have had to cancel my account?

The same account that I requested to be cancelled myself two or three times since June 2016!

The letter also stated that vodaphone have issued statements previously for this overdue account (which is not the case) and that as I haven't responded to these letters, they were issuing this final demand? I have received NO previous correspondence from vodaphone asking for outstanding account payments AT ALL!

They went on to state that I have 14 days to pay this sum. And that if I do not they will register a default status against my account which will immediately affect my credit status which has been impeccable thus far as I have NEVER been in any kind of debt arrears! They also have threatened that they will instruct a debt collection agency to collect the payment for them, which will incur an extra 15% fee on top of the outstanding balance.

I obviously called them to discuss this immediately, and spoke to the adviser Kylie at 12:40 PM today 7 January 2017 (Call reference number 16R 2GPU02).

During this latest call to Vodafone, Kylie the advisor confirmed that Vodafone HAD received my cancellation request on 16th June 2016 from Mobiles.co.uk, But that her records showed that my request hadn't been actioned by Vodafone until 13 December 2016, which was when her records said my account had actually been closed?!?!

So any charges they are attempting to levy at me are from a period when my contract should've already been cancelled, as they have confirmed themselves that they received the request to do so on 16 June 2016!

Kylie went on to agree that I shouldn't have to pay any charges at all on my account, but that as it was a Saturday morning she would have to arrange to call me back on Monday after 12 PM to put me through to the correct department who deal with outstanding accounts to be able to resolve my issue. I agreed, although this is very inconvenient as it is during my working hours.

She came back from keeping me on hold to arrange this phone meeting only to inform me that as well as the overdue amount of £214.17 as stated in the letter received today on 7 January 2017, my account balance would likely show an extra charge of £532 because my account is charged on the 10th of every month? I have no idea what this amount is for and was not informed of what it could be for? It does seem a lot for a monthly charge however?

I was assured that this addition to my account's balance wouldn't matter and that during the phone conversation on Monday my account balance would be wiped clean I would not be charged at all and the whole thing would be resolved, and my account finally closed at the third or fourth time of asking!

As with my previous conversation with Vodafone's employees, I was assured that I would receive a confirmation email of our discussion (which I have again not received!) And I have again received a text message survey which I cannot take part in, as once again my reply messages do not go through to the provided number?

My only choice now is to hope that they ring back on Monday and actually resolve this issue, It does seem however that Vodafone are trying to fob me off again using exactly the same technique as August 2016?

Any advice or help in this issue would be greatly received. It is frustrating at best to know that this matter is being dealt with in such an unprofessional and frankly criminal way by Vodafone. To be threatened with a black mark on my credit rating which is been impeccable thus far, and also the threat of a debt collection agency visit to my home for a sum of money that I should not have to pay is most stressful and upsetting, especially considering my two young children could well now witness strangers at our door demanding money from us! My wife and I are both upstanding citizens who have never had outstanding debt of any kind.

As an IBS sufferer who already works in a stressful job, this letter and the final demand notice has unfortunately made me ill as a result.

Their attempts to charge me seemingly random and overly large sums of money simply for my immediate cancellation of a contract without even activating the Sim card they provided is again frankly criminal in my opinion!

In order to resolve this issue, I expect Vodafone to close my account (as per my request to do so immediately on 16th June 2016 - which they have failed to do for 6 months!) and waive all charges that they alledge I owe them.

I am not at this stage even seeking compensation for time wasted, phone calls made and stress, illness and worry that they have caused me personally.

I just wish the matter resolved without charge to my person, as I have not even used their product and no longer have the SIM card or phone in question.

I think this is incredibly reasonable considering that I have been repeatedly lied to and let down by their advisors and harassed and threatened by them In this matter.

mobilejunkie

You seem to have missed one crucial thing (I confess I gave up reading after the first few paragraphs wondering why you persevered contacting Vodafone for more of the same). Your external credit file is now almost certainly trashed for the next 6 years with even worse future consequencies. You need to have this corrected urgently too.

Follow the advice on the main Complaints Vodafone thread and contact the WRT. Anything else is likely to continue your misery endlessly with Vodafone.