HELP! Urgent advice regarding mobile

Gluey

Hello

A few weeks ago i had my phone account suspended by Vodafone because i had not paid my bill and my direct debit has stopped and i hadnt noticed. I rang them to apoligise and they said that it was fine and if i set up a direct debit for my next pay day they would reconnect me in half an hour. They didnt. I rang them back 2 days later and the new person told me that this wasnt the case and i had been given false information and that my account would not be reactivated until i had paid the money owed. They also told me that there would be no extra charge for waiting till my next pay day. I said this was fine and on the day i told them i would pay i did. I rang up that day and they said they would reconnect me in 2 hours, this was also the case on the chat. This didnt happen and i had to ring serveral times over 4 days to get it reconnected. They apologised.

This morning i wake up to my phone bill and there is a £752.20 CHARGE. I download my bil and it does not give any details at all. Just that its a extra charge. I talk on chat and they tell me that its a termination fee. He agrees this shouldnt happen and refunds it i explain i would like someone in mangement to contact me and he says he cant do that because they dont have contact with the phone service then he calls me the wrong name.

So i ring vodafone and explain that i was suppose to take my dad london today and i havent been able to because of the massive amount they have taken out. This has ruined his birthday completely. They agree that this is not on and i ask them to cancel my contract for free as i have had enough of the service. The lady who was very helpful contacts her manage and offers me £20 compensation. I found this disgusting. A few years ago they gave me £50 when they took my direct debit out on the wrong date. This has also happened this time as the money was not suppose to go out until Monday.

They have asked me to tell them what compensation i should ask for, but i do not know. I told them that i wanted my phone cancelled with no fee and i would accept that.

Any advice?

Alter_ego

Gluey wrote: »

Any advice?

Get a PAYG phone/sim

Gluey

i meant regarding the compensation

giraffe69

So initially your fault because the DD was not paid? vodafone have not then covered themselves with glory and mismanaged the situation. I would
1. Keep the contract
2. Probably move when it is up and consider a PAYG
3. Ask them for £50 instead of the £20 they offered

Gluey

Yeah i understand it was my fault. But i sorted it as soon as possible. This was nearly 2 months ago. Just a big shock for them to take such a massive payment out of my account.

d123

So Vodafone completely disconnected you over one missed payment and then charged you an early termination fee during the same billing cycle?

That seems unusually harsh...

How big was the outstanding bill you failed to pay?

annandale

I thought you said they had refunded the fee.

And now you want your contract to be cancelled with no fee?

What happened to the original direct debit? Did you cancel it?

boundy

I myself have being having fun and games with Vodafone billing recently. They canceled my DD and didn't know why, when I realised I phoned and paid by card (few days after normal collection date) reinstated DD and thought nothing more of it. A few days later when I checked my bank I saw that they had taken a card payment for nearly £60 even though the bill was only £18.

After hours on the phone trying to get a refund, no one could seem to grasp that although there system had only allocated £18 to my account they had indeed taken near £60, as confirmed by my bank and online statements.

As per normal vodafone lies, I was promised a refund, this never arrived and after a few weeks of back and forth, I entered a new billing cycle and they had removed all my discounts, what felt like hours of phone calls to every corner if the world ensued and I finally got my over payment back, 25% line rental discount until 2018, £25 compensation and last month's bill credited in full.

I felt like I was loosing the will to live dealing with the sheer incompetence of them.

You might find this email address useful if first teir call handlers are not getting you sorted.

: resolutionteam@help.vodafone.co.uk

FAO : ahmed sharaf

Vodafone

Hi Gluey,

If you’d like us to look into this further for you, please email us via the form here.

To access the form you'll need to enter the code EFT195.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

Thanks,
Natasha

Social Media Operations
Vodafone UK