We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
Vodafone complaint taken to Ombudsman
Options
Comments
-
1) If it's Ombudsman Services they always accept whatever the comany says as fact (even without anything at all to back it up) whilst completely discounting the complainee and ignoring any basic logic or reason.
2) I'm not sure why you think getting this information will help any court case. Vodafone aren't likely to magic calls out of a hat after claiming they were deleted. The fact the Ombudsman found against you will definitely not help your case.
3) Should you take legal action the most you're likely to be able to claim is the cost of the lost service. Subsequential loss as described is ulikely to be part of that.0 -
Thanks mobilejunkie for your comment. Vodafone is turning facts to its interest and the only way to prove this is through the phone calls between us. After about two months of the problem date, I was contacted by the internal complaint team who reviewed the phone calls and established how the company failed me. And based on that they offered the £110. Therefore, I am sure the phone calls were all recorded and kept in my case till November 2017. But I feel the 8-week rule followed by Ombudsman to look into complaints is introduced to just give the exact time companies need to claim the calls were automatically deleted. I learnt two days ago from Ombudsman that when companies record phone call with customers they keep them for 60 days and then they will be deleted automatically if there is no reason to keep them longer.0
-
Lost money having to turn down a job, is it a business line? If not a business contract you maybe onto a loser there.
You should start recording your own calls. The first thing in install these days is a call recorder.
About to have a dispute with Vodafone myself (overcharging). But i have all my calls recorded so their offer they made when i called to query the overcharge in December does not appear to have been applied to this months bill.Censorship Reigns Supreme in Troll City...0 -
It is my fault I did not record all calls but I did not know I would reach this point with the company. Anyway it is something to learn from.0
-
As I said In my post, I called them when I received my November bill that reflected the incorrect charge had been removed, after 5 months of waiting! I called them to make a payment or to discuss a repayment plan however they had already disconnected my phone line and had already passed through to debt recovery.
Even when it was with debt recovery, I was prepared to pay it as long as my phone line was reinstated. The debt recovery said that as I was willing to pay they would pass my account back to Vodafone so the phone line could be reinstated. This never happened and I didn't hear back from Vodafone until I CALL THEM in July to try and resolve the issue, but by then the bill had jumped up to £1,120.47, for no reason or explanation given.
As I said in my post, when I called them in July and spoke to the credit file team, they said they would removed the charge and said I could pay the £334.94 to close of my account with them. I AGREED THIS and wanted to pay just then but they couldn't take any payment because the account was still with Zinc.
So I have pretty much chase THEM to sort this issue out, with the view of my paying the £334.94 but after months of getting no where and me calling them, I'm fed up!
The reason for my post is so see if anyone else has had similar problems and if they had taken their complaint to the ombudsman and what the outcome from that was.
Hello "ajames"
here are the explanations and reasons of what happened with you.
1) accumulated charges for 334 pounds: line rental for multiple months without payments due to balance being brought forward.
2) 1,120 pounds are the exit fees since you are on a contract with Vodafone and not paying your bills for 5 months on a row without making a payment arrangement or a promise to pay.
3) line getting disconnected is due to having a balance brought forward for over 3 months on a row.
4) your account being referred to Debt recovery agency is also for non payments for 3 or more months.
your problem got bigger due to refusing to make any payments.
as you been saying that you were told that the extra fees for the one off payment will be removed although you still did not make any payments.
you should have made any partial payments to avoid the account being referred to collection agency or getting disconnected.
the steps you should be following is:
1) contact vodafone and request the account to be recalled back to vodafone and it takes up to 14 days.
2) set up a payment plan with vodafone but you will be capped to 3 months.
3) you may request reducing the charges for the time that you were disconnected for but youll be having a longer contract.
ex: lets say that your line got disconnected for 20 days and you pay 30 pounds a month, then your bills will be reduce by 20 pounds for those 20 days but they will be changing the contract ending date with those 20 days as long as youre not gonna pay for them.
4) I prefer to make sure that the account will be recalled back to Vodafone from the collection agency to avoid any extra fees by the collections agency.
5) make sure that you keep the direct debit stopped temporarily until the payment plan in fully completed to avoid the full amount to be taken through the first transaction.
6) make sure to pay the installment in time to avoid it being cancelled and going through all of this again or at least explaining the problem over and over again.
Good luck0 -
forgotmyname wrote: »Lost money having to turn down a job, is it a business line? If not a business contract you maybe onto a loser there.
You should start recording your own calls. The first thing in install these days is a call recorder.
About to have a dispute with Vodafone myself (overcharging). But i have all my calls recorded so their offer they made when i called to query the overcharge in December does not appear to have been applied to this months bill.
kindly be aware that you may record a call but you will not be allowed to let any third party listen to the record without confirmation from all parties involved in that conversation as it would be illegal0 -
Hi Wael,
As you remain unhappy with the outcome of your complaint, I'd recommend contacting the Ombudsman to discuss what further steps are available to you.forgotmyname wrote: »About to have a dispute with Vodafone myself (overcharging). But i have all my calls recorded so their offer they made when i called to query the overcharge in December does not appear to have been applied to this months bill.
Hi forgotmyname,
I'm sorry to hear that this remains unresolved.
If you still need help with your billing dispute, please email us via the form here.
To access the form you'll need to enter the code WRT135.
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 I'll check that it's been received.
Kind regards,
Lee
Vodafone Social Media“Official Company Representative
I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 351.2K Banking & Borrowing
- 253.2K Reduce Debt & Boost Income
- 453.7K Spending & Discounts
- 244.2K Work, Benefits & Business
- 599.2K Mortgages, Homes & Bills
- 177K Life & Family
- 257.6K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.2K Discuss & Feedback
- 37.6K Read-Only Boards