Onecom

Vodafone

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Carly
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steam_n_easy

I hope someone can help me??

On the 4th October 2016 I was contacted by a company called Onecom who stated they were my EE account manager and they have found a better network for me to use, this was the Vodafone network.
After a long long time in discussing technical details, like what frequency do they use and why is it better than EE and where is the nearest mast / transmitter, she convinced me that the post code that I had given was a strong signal area and would be ideal for me, also they would increase my data allowance for the same price I was paying to EE (£25 per month).

She convinced me that this network would be better than EE, after going through a verification process where she stated prior to this part, they only required YES or NO answers, she started to reel off at high speed the terms and conditions of taking out the contract, towards the end of her questions I was a little confused, which later is heard in the recording and stated (without saying YES) all I wanted was a good network coverage for the same price I was paying with EE..

After sending 3 emails asking Onecom for the recorded conversation, the conversation did not include my concerns regarding the network coverage questions I had asked for but was in fact only the verification YES and NO part of the conversation.

On the 7th October 2016 I received from Onecom a temp phone (while I was waiting for my handset to be unlocked) and two sim cards, one for my phone and another for my EE Osprey unit which is connected to my laptop for accessing the internet.

On the 12th October I received a message via WhatsApp, from a friend saying he couldn’t contact me, so I put the Vodafone sim into my unlocked phone.
I tried to make calls for the next hour but found I had no signal, the only signal I could get was if I stood in the field where my workshop is located, I then phoned Onecom within the hour of going live to explain this and to cancel the contract as this would not be suitable for my business needs. The Onecom member of staff said that I could not cancel this as I was on a 36 month contract with no cooling off period, however I could terminate if I paid £900 to close the contract.

I then began the next 30 odd days sending email after email, giving examples of times and numbers that were missed and also calls that had dropped out through no signal coverage.
In the meantime Vodafone had taken from my account £79.51 but Onecom had paid in 2 X £23 to balance my Vodafone bill to £33.51 and not the £25 previously agreed tariff with Onecom.

After being passed from staff member to staff members at Onecom I decided to complain directly to Vodafone via their website on the 16th November 2016 I received a call from Vodafone, I explained what had been going on which he could see on his system a couple of the complaints that had been entered, he then gave me my PAC code which I had asked for as I wanted to leave Vodafone, he then stated that no charges will be made as I had cancelled within the 30 day period, he also made a note on the system that no charges will be incurred, I had an app on my phone that records telephone conversations to clarify this call took place.

On 22nd December 2016 I received an invoice from Vodafone for £1,347.04, I immediately phone Onecom to find out what was going on? Onecom stated that this was an early termination fee from Vodafone, I contested this and explained that for the month I was with Vodafone I had lost a lot of sales due to no network and that I have been constantly phoning and sending emails to Onecom requesting to leave the Vodafone network, the operator then said she would send an email to Vodafone billing department but stated she would be out of the office until the 28th December so would contact me when she gets back to work.
.
As I know this is the Christmas period and this problem would drag on and on I decided to visit a Vodafone shop, so I armed myself with a body cam and recorded the shop experience, when I explained to the shop assistant and showed him the invoice for £1,347.04 he contacted Vodafone billing department who then explained that I no longer had a contract with them and that a note had been placed on the system as no charge or penalties and was free to leave.

He then contacted Onecom to find out what was going on and why this invoice had been issued, the Onecom operator said this is an early termination fee, the Vodafone assistant said it wasn’t issued by Vodafone. After a short period of time he passed the phone to me so I could talk to Onecom, this is when Onecom stated she could no longer advise me any further and that there was a note on the their system saying an email had been sent to Vodafone and a call will be made to on the 28th to sort this problem out…… neither Vodafone or Onecom could say who sent the invoice??

The phone I have is my personal phone which I use if I am out of the office, if a call comes into the office, it is forwarded to what ever number that has been programmed in, this service is managed by Gradwell, there is no mobile phone registered to my company, however Onecon put me on a business tariff??

Now…. My concern is... on the 4th of January 2017 Vodafone will try and take the money from my account but this direct debit was cancelled as I thought this nightmare was all over, I have read on a number of forums and facebook that you will get a CCJ against you if this is not paid? I have spent 4 years trying to build by business only to see it bad credited by a scam that Onecom are trying to pull, can I go to the small claims court to take Onecom to court to prevent this? I have plenty of complaint emails / recorded telephone conversations and now video recordings to prove what they are doing.

I do not want anyone else going through the hell I have been through with these scam companies, I have worked in the security industry for 25 years so have put my knowledge and skills to good use to obtain the information I have.
Kind regards
Vince

mobilejunkie

Why not simply follow the advice on the post above yours?? Nothing else will get you anywhere and you'll waste a lot of time trying otherwise.

steam_n_easy

Thanks for that reply and I will follow up on your advice, however I have left Vodafone now, after I contacted them direct, so leaving them isn't the problem.

The problem is - Vodafone say "there is no early termination fee issued by us" this has been confirmed and on recorded video footage I made when I was at the Vodafone shop, the member of staff phoned the Vodafone billing department and confirmed this.

Onecon are saying "Vodafone has issued the termination fee" this is confirmed from the phone recording app I installed.

So who has issued the invoice for £1,347.04 ????

Also if I said on the verification recording sent to me from Onecon that I wanted a good network coverage instead of saying YES to her question, is the contract erroneous as I had no signal when I went live with Vodafone??

mobilejunkie

Follow up as suggested. There is a long history with Onecom and on the face of it your problem is with them. However, given their entirely disreputable history in Vodafone's name the Web Relations Team are much more likely to help.

Jon_01

From reading this thread over the months, I'd say the fee is Onecom's. If you cancel early they don't get their kickback from Voda so they charge you for it. . .

[Deleted User]

steam_n_easy wrote: »

Thanks for that reply and I will follow up on your advice, however I have left Vodafone now, after I contacted them direct, so leaving them isn't the problem.

The problem is - Vodafone say "there is no early termination fee issued by us" this has been confirmed and on recorded video footage I made when I was at the Vodafone shop, the member of staff phoned the Vodafone billing department and confirmed this.

Onecon are saying "Vodafone has issued the termination fee" this is confirmed from the phone recording app I installed.

So who has issued the invoice for £1,347.04 ????

Also if I said on the verification recording sent to me from Onecon that I wanted a good network coverage instead of saying YES to her question, is the contract erroneous as I had no signal when I went live with Vodafone??

I have to ask as no one else has, if you run your own company and have worked in the security industry for 25 years why, when someone cold calls you and claims to work for the EE accounts department and then sells you a Vodafone contract did the alarms not go off? Presumably you then gave your payment details to them as well!!!

d123

Colin_Maybe wrote: »

I have to ask as no one else has, if you run your own company and have worked in the security industry for 25 years why, when someone cold calls you and claims to work for the EE accounts department and then sells you a Vodafone contract did the alarms not go off? Presumably you then gave your payment details to them as well!!!

I had that exact thought

"Hello, this is EE calling, can I sell you a Vodafone contract?"

:rotfl:

Vodafone

Hi Steam n easy,

We'll be happy to take a look into this for you. As we'll need access to your account, please contact us via email and one of the team will be in touch.

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 we'll check we've received it.


Thanks,
Mark
Social Media Comms
Vodafone UK

A.C

Hi, I verbally entered a contract with your partner ONECOM on Thursday. I tried to cancell the very next day but would not allow me to cancell as in the T & C s they read out I answered Sole trader when they read the cooling off period for business. I ended up with a Business Verbal Contract with no cooling off period for 36 months!

I had nothing in writing from them just emailed me standard terms and conditions. I have not used the sim card sent to me. This will be starting on the 30th.

I would like to know if I am still able to cancell even though they said i waived my rights to the cooling off period. I had no contract sent in writing and I have not yet used their services. They say if i cancell I have to pay the full 36 months contract fees. I thoguht it was a 18 or 24 month contract.

I have asked for a copy of the conversation as it was not made clear to me about the tariff, 36 month contract etc during the initial conversation. This must have been slipped in the t & c s

Please advise am I able to still cancell without penalty?

I have copied this term on their writtencontract which states:

The Order shall only be deemed to be accepted ("Accepted Order") when the Supplier issues an invoice or written acceptance of the Order (which may be in the form of email
confirmation) or the Supplier delivers the Equipment or commences provision of the Services or the Nominated Airtime Provider starts providing Airtime to the Customer under the
Airtime Agreement (whichever occurs earlier) at which point and on which date the Contract shall come into existence (the "Commencement Date").

I have nothing in writing and I havent signed anythin nor have I used the sim provided.

VODAPHONE Please advise. LEE?