Elderly parents taken advantage of

SubZero18

My elderly parents (mum 80, dad 78) are far from tech savvy but both have mobile phones and tablets they use, to varying degrees.

My mum's phone contract is with Vodafone, my dad was with Tesco Mobile. For some reason, on June 21, they went into a Vodafone shop because my dad's phone screen was cracked (don't ask). But of course the shop assistant asked who their phone and broadband etc was with and by the time they walked out of the shop, they had convinced my dad to switch to Vodafone for both his phone and their home broadband. The shop assistant had promised them it'd work out cheaper and they signed. This, I understand, is totally their fault.

I only learned of this by chance on a phone call this week. By the time I had the chance to establish whether it was cheaper (and of course the effect of early termination fees), any 14-day cooling off period was over. Vodafone told a Sky representative they spoke to that it'd cost £700 to get them out of the contract they'd just signed. As it transpires, the broadband IS cheaper but the phone contract is far more expensive - but of course the early termination fees may be the kicker.

I'm yet to establish what money Sky and Tesco Mobile will charge them. What I do know is their Sky broadband contract rolled over again in January so I'm assuming there is 18 months left on it and that they will want every penny of that, less the discounts they offer for no longer providing you with a service.

My parents were, through their own fault or his, under the impression it'd be a simple switch over and continuation of a contract, so they say. I have no proof of what the shop assistant told them, but he has obviously ended their contracts with Tesco and Sky without warning them of fees.

As I say, they have to take responsibility for signing things they shouldn't have done. But obviously I'm trying to find ways of minimising the damage.

They are still with Sky for TV and have been customers a while. Will that help if they plead naivety? Is there anything they or I can do to rescue this?

the_lunatic_is_in_my_head

Perhaps go back to the store on the busy day and speak loudly about them selling your elderly parents an expensive phone contract they don't need? 

ButterCheese

SubZero18 said:

My elderly parents (mum 80, dad 78) are far from tech savvy but both have mobile phones and tablets they use, to varying degrees.

My mum's phone contract is with Vodafone, my dad was with Tesco Mobile. For some reason, on June 21, they went into a Vodafone shop because my dad's phone screen was cracked (don't ask). But of course the shop assistant asked who their phone and broadband etc was with and by the time they walked out of the shop, they had convinced my dad to switch to Vodafone for both his phone and their home broadband. The shop assistant had promised them it'd work out cheaper and they signed. This, I understand, is totally their fault.

I only learned of this by chance on a phone call this week. By the time I had the chance to establish whether it was cheaper (and of course the effect of early termination fees), any 14-day cooling off period was over. Vodafone told a Sky representative they spoke to that it'd cost £700 to get them out of the contract they'd just signed. As it transpires, the broadband IS cheaper but the phone contract is far more expensive - but of course the early termination fees may be the kicker.

I'm yet to establish what money Sky and Tesco Mobile will charge them. What I do know is their Sky broadband contract rolled over again in January so I'm assuming there is 18 months left on it and that they will want every penny of that, less the discounts they offer for no longer providing you with a service.

My parents were, through their own fault or his, under the impression it'd be a simple switch over and continuation of a contract, so they say. I have no proof of what the shop assistant told them, but he has obviously ended their contracts with Tesco and Sky without warning them of fees.

As I say, they have to take responsibility for signing things they shouldn't have done. But obviously I'm trying to find ways of minimising the damage.

They are still with Sky for TV and have been customers a while. Will that help if they plead naivety? Is there anything they or I can do to rescue this?

I'm not sure there is much you can do, as technically they haven't broken the law.  But I would certainly go into the store and ask to see the manager and/or the person who conned them into this contract.  Refuse to leave until they have given at least something back i.e. a further discount to act as a contribution to the cancellation fees.  Based on their response, you can decide what to do next, whether you want to take it further up the chain etc.  

elsien

ButterCheese said:

SubZero18 said:

My elderly parents (mum 80, dad 78) are far from tech savvy but both have mobile phones and tablets they use, to varying degrees.

My mum's phone contract is with Vodafone, my dad was with Tesco Mobile. For some reason, on June 21, they went into a Vodafone shop because my dad's phone screen was cracked (don't ask). But of course the shop assistant asked who their phone and broadband etc was with and by the time they walked out of the shop, they had convinced my dad to switch to Vodafone for both his phone and their home broadband. The shop assistant had promised them it'd work out cheaper and they signed. This, I understand, is totally their fault.

I only learned of this by chance on a phone call this week. By the time I had the chance to establish whether it was cheaper (and of course the effect of early termination fees), any 14-day cooling off period was over. Vodafone told a Sky representative they spoke to that it'd cost £700 to get them out of the contract they'd just signed. As it transpires, the broadband IS cheaper but the phone contract is far more expensive - but of course the early termination fees may be the kicker.

I'm yet to establish what money Sky and Tesco Mobile will charge them. What I do know is their Sky broadband contract rolled over again in January so I'm assuming there is 18 months left on it and that they will want every penny of that, less the discounts they offer for no longer providing you with a service.

My parents were, through their own fault or his, under the impression it'd be a simple switch over and continuation of a contract, so they say. I have no proof of what the shop assistant told them, but he has obviously ended their contracts with Tesco and Sky without warning them of fees.

As I say, they have to take responsibility for signing things they shouldn't have done. But obviously I'm trying to find ways of minimising the damage.

They are still with Sky for TV and have been customers a while. Will that help if they plead naivety? Is there anything they or I can do to rescue this?

I'm not sure there is much you can do, as technically they haven't broken the law.  But I would certainly go into the store and ask to see the manager and/or the person who conned them into this contract.  Refuse to leave until they have given at least something back i.e. a further discount to act as a contribution to the cancellation fees.  Based on their response, you can decide what to do next, whether you want to take it further up the chain etc.  

although to do that the OP needs proof of consent from the parents to speak on their behalf, GDPR and all that 

powerful_Rogue

So your parents have had nothing from Tesco or Sky confirming the cancellation and early repayment fees?

What do you mean by 'the broadband contract rolled over again in January?'

powerful_Rogue

the_lunatic_is_in_my_head said:

Perhaps go back to the store on the busy day and speak loudly about them selling your elderly parents an expensive phone contract they don't need? 

Don't do that OP. If I was someone in the store I would take no notice of someone speaking loudly.

the_lunatic_is_in_my_head

powerful_Rogue said:

the_lunatic_is_in_my_head said:

Perhaps go back to the store on the busy day and speak loudly about them selling your elderly parents an expensive phone contract they don't need? 

Don't do that OP. If I was someone in the store I would take no notice of someone speaking loudly.

Most people would, but it doesn't matter either way, the objective is not to deter other shoppers, it's to get the store to act as they very much don't want other customers to hear a complaint over such a thing.

To clarify, I'm not suggesting OP stand in the middle of the store screaming their head off like a nutter, I'm suggesting they should complain assertively, with confidence and at a slightly elevated volume to assert dominance, standing there looking awkward and speaking quiet as a mouse isn't going to get results and store is highly unlikely to simply say "oh, our bad, here's your money back" because well it just doesn't happen does it! 

Store is where it took place, store is where it should be dealt with.

Argument is the sale technique was a misleading action that altered the transactional decision of the average (vulnerable) consumer and you are exercising the right of redress to unwind the contract.

Once they deny they've done anything wrong I'd ask them for their policy on dealing with vulnerable customers and ask if the staff are trained to "Be REAL" or similar when dealing with potentially vulnerable customers.

https://www.businesscompanion.info/focus/consumer-vulnerability/part-4-checklist

I say you, it's your parents that need to do this, are they willing to go along?

As an aside do your parents need a phone contract? I have an EE sim for £10 a month get 500 minutes, unlimited texts and 8 GB of data that rolls over, payment is taken by Direct Debit, free to cancel any time (I'm sure there are better deals, phone signal is lacking where we are). 

If Sky has "rolled over" it usually means (to my knowledge) contract has expired and service is month to month (most people then phone up for a bit of a deal to sign a new fixed term). 

itsthelittlethings

Make a complaint to Vodafone on social media and ask them to sort it out.

Rusty190

Do you have Lasting Power of Attorney for your parents? 

powerful_Rogue

the_lunatic_is_in_my_head said:

powerful_Rogue said:

the_lunatic_is_in_my_head said:

Perhaps go back to the store on the busy day and speak loudly about them selling your elderly parents an expensive phone contract they don't need? 

Don't do that OP. If I was someone in the store I would take no notice of someone speaking loudly.

Most people would, but it doesn't matter either way, the objective is not to deter other shoppers, it's to get the store to act as they very much don't want other customers to hear a complaint over such a thing.

To clarify, I'm not suggesting OP stand in the middle of the store screaming their head off like a nutter, I'm suggesting they should complain assertively, with confidence and at a slightly elevated volume to assert dominance, standing there looking awkward and speaking quiet as a mouse isn't going to get results and store is highly unlikely to simply say "oh, our bad, here's your money back" because well it just doesn't happen does it! 

Store is where it took place, store is where it should be dealt with.

Argument is the sale technique was a misleading action that altered the transactional decision of the average (vulnerable) consumer and you are exercising the right of redress to unwind the contract.

Once they deny they've done anything wrong I'd ask them for their policy on dealing with vulnerable customers and ask if the staff are trained to "Be REAL" or similar when dealing with potentially vulnerable customers.

https://www.businesscompanion.info/focus/consumer-vulnerability/part-4-checklist

I say you, it's your parents that need to do this, are they willing to go along?

As an aside do your parents need a phone contract? I have an EE sim for £10 a month get 500 minutes, unlimited texts and 8 GB of data that rolls over, payment is taken by Direct Debit, free to cancel any time (I'm sure there are better deals, phone signal is lacking where we are). 

If Sky has "rolled over" it usually means (to my knowledge) contract has expired and service is month to month (most people then phone up for a bit of a deal to sign a new fixed term). 

Quite an assumption to class the parents as vulnerable just because of their age. I'm sure many similar aged people would be put out with that label.

What you suggest won't achieve anything because they won't be able to discuss the account without the authority of the account holders.

the_lunatic_is_in_my_head

powerful_Rogue said:

Quite an assumption to class the parents as vulnerable just because of their age. I'm sure many similar aged people would be put out with that label.

You'll have to take that one up with the OP (who mentioned their age) and the government:

https://www.legislation.gov.uk/ukpga/2024/13/section/247
 

(4)For the purposes of subsection (1), a group of consumers may be vulnerable as a result of (among other things)—

(a)their age;

(b)their physical or mental health;

(c)their credulity;

(d)the circumstances they are in.

powerful_Rogue said:

What you suggest won't achieve anything because they won't be able to discuss the account without the authority of the account holders.

Pretty sure I covered that part when I said

the_lunatic_is_in_my_head said:

I say you, it's your parents that need to do this, are they willing to go along?