Need a little help in regards to Vodafone

[neonplanet40]

I am hoping you guys may be able to give me some advice as I have tried emailing Vodafone customer services (Who arent particularly helpful unless you want to buy something) and ringing as well to no avail.

As part of Vodafones changes in internet bundle charges in which they were starting to charge for every 500mb after the first 500mb (I was signed up to unlimited internet before these changes came into existence). I was directly affected as it was going to increase my bill by more than 10%. Which goes against Vodafones T&C's where it says

b) You may end this agreement by writing to us if:

* we don’t do something fundamental that we should have done under this agreement (for example, if there is a complete failure of the network for 7 days in a row due to something we have done), within 7 days of you asking us in writing;
* we tell you that there will be an increase in the line-rental charge by more than the increase in the retail price index (worked out as a percentage) since the last line-rental increase and you write to us before the increase applies;
* we increase your charges in the UK which have the effect of increasing your total charges (based on your usage in the previous month) by more than 10% and you write to us before the increase applies; or
* we change this agreement to your significant disadvantage including changing or withdrawing services (we will tell you if this is the case) and you write to us within one month of us telling you about the change. This does not apply if the change or withdrawal relates to services which you can cancel without us ending this agreement.

I sent a letter via recorded delivery to Vodafone (My third letter to them) and got a reply on the 10th September 2010 which finally stated that

"Further to your recent contact in regards to data Out of Bundle charging, we are writing to you to confirm that Vodafone is currently reviewing our position in regards to the cancellation of your account.

If you are eligible to cancel, the cancellation will take effect as of the beginning of October 2010.

We will be back in contact with you to confirm our position."

Following this I was rang by Andrew Austin from Vodafone on the 24th Of September 2010. He confirmed that I was eligible to cancel my account without paying an early termination fee as the changes affected me by more than 10% which is against Vodafone's terms and conditions.

Andrew offered me three options, one of which was to leave Vodafone with my PAC code without having to pay any early termination fees etc. I accepted that option and was gave my PAC code over the phone by Andrew there and then.

However Vodafone is now trying to charge me an early termination fee of £430. I do not have to pay this because Vodafone broke their T&C's to me that affected my bill by more than 10%. However I am trying to tell their customer service team this to no avail. I have emailed and it is obvious that in emails the service agent does not read them and instead gives a generic reply that shows they have not read the question asked of them. When I have rang up I have been put on hold for ten minutes only to be told there is nothing they can do.

They say that while they do have a record of Andrew ringing me it does not mention that I could cancel without paying an early termination fee. But then why did he give me the PAC code? The woman simply answered that question by saying "So do you want to pay by direct debit now or by cheque?". I was fuming.

What do you guys think I should do now? I have cancelled my direct debit and refuse to pay the amount. Should I send them another letter stating all of the above?

You guys really have no idea how useless Vodafone are. In the end one of the options offered to me by Andrew was that I could stay with my current plan - get a free phone such as the new iphone and only pay £15 a month for 24 months which is really cheap! But I was that sick of Vodafone I jsut chose to leave. It was nothing to do with the money in the end, I just wanted out and am now with O2.

I know this isnt a legal forum but you guys do give good advice and I dont want my credit getting ruined because of an error on their part.

Thanks for your help

Mark

[Flibb]

have you tried getting hold of Andrew Austin?

[jim]

Your credit won't get ruined, I wouldn't have thought. I'm not sure whether phone contracts go onto your credit file, but if you've legitimately cancelled the contract you should be able to challenge any black marks. And it's not as if they can just contact your bank and make them hand over your money.

If they want to get the money off you, and you refuse to pay, they'd have to take you to court - and that would be a fairly interesting situation when you've got the T&Cs and your proof of the change being over 10%. I reckon they're probably just trying to scare you into paying up - £400 is a lot of money to anybody.

[neonplanet40]

I asked a customer service agent on the phone when I queried the bill "can you put me through to Andrew Austin" and she replied "that is not possible". Then asked me to pay.

I wont be paying it because they are in the wrong. They are very frustrating though!

[scaryjim]

Ring them up and keep shouting until they escalate the call. If you can actually get onto a supervisor then you should be able to get it sorted out: the difficult bit is persuade the phone-monkeys to pass you to their supervisor. Once you get there it shouldn't be a problem. Anything they say on the phone, ask them to confirm in writing, and anything you want to say to them put in writing and send it signed for so you have a record.

It sounds from what you've said like you're obviously in the right on this one, so push it. Ask for a copy of the recording of your conversation with Andrew Austin (I believe you should be allowed this under data protection if they are difficult about it). Don't let them fob you off with "there's nothing we can do", ask to speak to someone who *can* do something. The bottom line is that it's in your T&Cs that you can cancel, and assuming you got everything sorted in time, you should be fine.

[neonplanet40]

I got everything done in time - all letters were sent recorded too. I have tried to get put through but they put you on hold and then fob you off. I may just send a letter recorded so that they cannot ignore it and have to action it!

[scaryjim]

You need to poke with big sticks and be angry. One of the things the phone monkeys get paid to do is to try to avoid escalating calls (escalated calls look bad on their performance reviews and the call centre stats ). You really need to pressure them.

But I think at this point it's something in writing to head office (not customer services, they'll try to sweep it under the carpet). Make it a formal complaint, too. That should get them moving...

[AledJ]

What about going to a store and sorting it via them?? And I assume Vodafone have your bank details so inform your bank about the dispute, and I think they can then block any payment Vodafone may try to take. Although I could be completely wrong :|

[AledJ]

You need to poke with big sticks and be angry. One of the things the phone monkeys get paid to do is to try to avoid escalating calls (escalated calls look bad on their performance reviews and the call centre stats ). You really need to pressure them.

But I think at this point it's something in writing to head office (not customer services, they'll try to sweep it under the carpet). Make it a formal complaint, too. That should get them moving...

And if you happen to have a solicitor friend a letter from them can sort a lot out (student accommodation companies hate solicitor letter lol)

[neonplanet40]

Vodafone stores do not deal with bills and instead inform you that you must ring up.

I have already cancelled my direct debit so Vodafone is unable to take any payment out without my authorisation.

[rox0r]

I'm not sure whether phone contracts go onto your credit file..

They do.

[Hicks12]

sucks mate but as someone said contact your bank and let them know because they have the power to tel vodafone to get stuffed. vodafone are terrible so good luck as they are in the wrong !

[neonplanet40]

Im now quite shocked :O

Vodafone just rang me with a courtesy call telling me they had made a mistake with the bill and that a new letter was being sent out. They sent there apologies etc etc so thats it sorted i think :S

Weird! Everyone in Vodafone tells me im wrong then all of a sudden they are saying they were wrong. Irritating company and glad to be done with them!!

Thanks everyone for your help

[AledJ]

Im now quite shocked :O

Vodafone just rang me with a courtesy call telling me they had made a mistake with the bill and that a new letter was being sent out. They sent there apologies etc etc so thats it sorted i think :S

Weird! Everyone in Vodafone tells me im wrong then all of a sudden they are saying they were wrong. Irritating company and glad to be done with them!!

Thanks everyone for your help

Glad you got it sorted!! I'm with Vodafone at the moment with no problem so far, and I hope I have no problems :|

[neonplanet40]

I had emailed the Directors office, maybe they sorted it out who knows.

Vodafone are good as long as nothing goes wrong and you dont need to contact them!!!