Vodafone Passport "mistake" costs hundreds ££

uklad2k

Very interesting thread. My bill is always £35 as I never go over my minutes 500. Got a bill in for October of £118, they claim I went over my minutes as of 23rd October, I don't believe them. I will look into this thanks.

carly

I have now received a reply to my emails to Vodafone stating that they are recalculating all bills affected by Passport changes. Howver my recalculated bill was still wrong , so the saga continues....
Good morning Mrs. ...........,
Thanks for your email to Vodafone about the call charges whilst in Spain.
Mrs.*******, I've had a look at your account details and can see that our Billing Team had got back to us regarding the usage charges for September 2007. According to out Billing Team, you were entitled for a total credit of £3.81 (including VAT) which was applied to your account on 13th November 2007.
Please note that now we have a special team which is working on the incorrect VP charges to our customers. They will be pro-actively re-calculating the bills and then will raise any necessary credits to the account.
Please contact me with any further assistance you may need.







Kind regards,

Anand Karve
Vodafone Customer Services

mahanchian

Hi Carly,

Which email address have you used? Is it the online form on Vodafone website? I still haven't received any refund or communication.

carly

I initially used the "contact us" form on the Voda website. it took a few days to receive a reply.. since then I have been using the "reply " tab on each email I have received from them

sv650s38

I am livid with Vodafone about this just seen my bill and got a suprise, I have never seen any thing in writing to change my T&C's I do vaguely remember a text which was confusing to say the least as I thought I was already on the correct tarif.

I have just renewed my contract and taken out a new one without relising the changes to my T&C's, and have been informed today that to change to VP2 means I can not have the discounts that I have just negotiated so I will be phonong Monday (apparently I am not allowed to talk to a manager today) and cancelling both contracts, I am also going to contact the watchdog as I believe this is totaly unacceptable.

mahanchian

I tried writing to Vodafone and received the following response from them:

Thanks for your email to Vodafone about the bill for the month of November. I'll be happy to check this for you.

Please note with effect from 29th August we've introduced new Euro pricing which allows customers to use their phone across Europe for a flat rate of 38p per minute for making calls and 19p per minute for receiving calls.

The new Euro pricing was introduced under the EU Regulations so that there could be an upper limit on the call charges while roaming. This restricted the per minute cost to just 38p per minute for making calls and 19p per minute for receiving calls while roaming.

Since we already had a service (Vodafone Passport), which offered customers lower call charges while roaming, we gave our customers an option to choose either Vodafone Passport or the new Euro pricing.

We did send all our customers a text message and bill inserts informing that if you would like to continue with Vodafone Passport please get back to us so that we could make the required changes on your account.

As we did not receive any intimation from you on 29th August you were moved to our new Euro Pricing and have been charged for your usage for the month of September as per the new Euro rates.

Basically the same unacceptable argument that I was given over phone. So I'm going to contact the watchdog too and terminate my account as soon as I can.

diamonds

well i have passport, got no text or anything in the post.......see thats what happens when Vodafone outsource everything, call customer services and you are not talking to a Vodafone employee & they are probably on near minimum wage after the call centre operating company swallows most the millions Voda pay them......at start my contract they were all great - 6 months on and 50% time the person im speaking to dont give a flying fook what my issue is !!

vodafone did NOT inform every customer of Passport changes, thankfully I have not been roaming so far - NI could have got very costly for me if I had

pin

suggest you contact your local trading standards office.

Brainache

I had the pleasure of a £55 bill for about 24 mins of calls last month. Can't really blame Vodafone though as I was calling from India, where Passport doesn't apply (never has, AFAIK), so my bad Still, £1.69/min sucks pretty hard and there is no partner network?!?! The road into the city I was staying in had Vodafone signs evey 10 yards down both sides!!

mightywhites29111971

Have just joined vodaphone and have been granted access to their passport facility. As they state they charge at a local rate would this go out of the exclusive minutes I have in my contract, or would I have to pay for the minutes used and the connection fee of 75p?