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Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 9:19 am
by dipsydoodlenoodle
Well my bf WAS on vodafone, his last contract ended in December 2007, he's been on a new contract since then with Vodafone as well. He changed his contract at the weekend because of MAJOR trouble.

Basically he's been paying two phone bills for almost 18 months and he didn't realise. The "other" bill with vodafone still say is valid has had charges from £41 - £49 each month -it's not like a standard amount which makes us think he's been paying someone elses bill...when he got rid of his old contract he had a couple of months left but the girl reduced his bill to £20 a month for the last few months. The woman in the shop also said when she's phoned vodafone on his behalf that "someone" had apparently called him and he's agreed to extend his 18month contract to a 24 month contract - he claims never to have answered their calls and he wouldn't have agreed to that because his phone wasn't working very well. So the vodafone fraud or whatever are calling him today at some point to explain things to him. He's paid £710 towards the "other" bill...

I was just wondering does anyone have any advice as to what we could do apart from waiting for vodafone to get back to him? The girl in the shop was so helpful bless her - we were in for 4 hours on Saturday :( and she said contact citizens advice; I said wait until vodafone have contacted him and see what they say first.

Re: Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 9:24 am
by rufio89
I would contact Citizens Advice and see what they say, then wait until you hear back from Vodafone before you take any further action on it.

It sounds quite complicated though, if Vodafone arent going to be helpful you might have to get legal help.

Re: Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 9:28 am
by dipsydoodlenoodle
Well I've told my bf to cancel his Direct Debit and if they have a problem then they can get in touch with him.

Re: Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 9:49 am
by crumpetsandtea
I agree with what everyone else has said about citizen's advice, I think that's a good idea.

I would also tell him to get out any paperwork regarding the two contracts, when the first one was supposed to finish and the next one was supposed to start etc and any other correspondence with vodaphone.

My dad has had problems with 02 where they overcharged him for a few months and he didn't realise, and then had to fight tooth and nail to get the money back!
I get the impression sometimes with the people in the customer services call centres, that if its something a bit complicated they can't be bothered with you and will basically say any old drivel to get you off the phone. You have to be REALLY persistant and firm (but polite) and then eventually they'll give up, sounds like the girl in the shop was lovely though!
They must have some policy on fraud though if it is a case that someone else has been using his other contract? And surely its their fault if they phoned someone up and renewed a contract when it wasn't even your boyfriend they were speaking to?

Hope he manages to get that sorted out! £710 is a lot of money to pay out on a phone you don't use!

Re: Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 10:09 am
by dipsydoodlenoodle
Well he still has the old sim card; so it's not like someone else has got their hands on it - Vodafone did say it was last used in 2007.

The woman in the shop was really nice; she said most people say you need to sort it but she sorted it, she wrote everything down for him and she called everyone that was needed.

Re: Vodafone - Legal Advice?

PostPosted: Mon Apr 27, 2009 8:18 pm
by spacegirl
I used to work for Vodafone, and sometimes this kinda thing happens, glitches on the computer etc. but is generally sorted out. one trip to citizen's advice and a threat and it'll be sorted, trust me lol. what they might try and do is credit all the money back onto his current vodafone bill i.e. the bill comes in at £0 until the money is all paid back. don't accept this.
crumpetsandtea is right, people in callcentres generally can't wait to get rid of you, i even had people hang up on me and give false names when i was trying to sort things for customers.

don't cancel the direct debit!! al this does is blacken his credit score!

did he by any chance change his vodafone contract with a mobile phone store, not vodafone direct but a third party seller like phones4u or carphne warehouse?

what stores like this do sometimes is "churn" ie instead of upgrading you, they start a new phone contract so they get the sale & commission and let you leave the shop thinking your other contract is ended.

it will be sorted eventually, at least you have someone helpful sorting it for you!

can i ask a favour on behalf of all current and ex mobile phone store employees everywhere tho lol?

if this girl sorts it for you call her manager or send an email to the store to say thanks, you've no idea how much of this stuff comes into mobile phone stores, from other people making stupid mistakes and managers give grief because the employee's sorting customer problems instead of meeting sales targets!!

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 8:40 am
by dipsydoodlenoodle
spacegirl wrote:don't cancel the direct debit!! al this does is blacken his credit score!

did he by any chance change his vodafone contract with a mobile phone store, not vodafone direct but a third party seller like phones4u or carphne warehouse?


Well he's cancelled it now...will it still blacken his credit score if it's not his bill. He's cancelled the one he isn't supposed to pay but he's kept the one he is supposed to pay.

He changed it via phones4u...the same lady this year served him - she called them up to cancel it on his behalf when we were in the shop (ha had to speak to them too) and called him on the day when he had to send a letter out to them (last year).

spacegirl wrote:can i ask a favour on behalf of all current and ex mobile phone store employees everywhere tho lol?

if this girl sorts it for you call her manager or send an email to the store to say thanks, you've no idea how much of this stuff comes into mobile phone stores, from other people making stupid mistakes and managers give grief because the employee's sorting customer problems instead of meeting sales targets!!


I've told my bf we'll keep going in and giving her updates, I did tell him when it's sorted to go in and say thank you. So we definately will. The woman was so nice and helpful to us.

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 11:15 am
by Bel Bel
no his creit shouldn't be affected as he has been paying the bill and now the plan is cancelled

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 11:19 am
by dipsydoodlenoodle
Bel Bel wrote:no his creit shouldn't be affected as he has been paying the bill and now the plan is cancelled



lol
"now it's been cancelled" - it was cancelled in 2007!

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 11:21 am
by Bel Bel
yes but it wasn't actually cancelled and he was still paying now it really is cancelled????

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 12:21 pm
by dipsydoodlenoodle
No :(

What I should have wrote was it was "supposed" to be cancelled in 2007.

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 2:52 pm
by Bel Bel
:lol: THANK GOD I WAS GETTING REALLY CONFUSED - no i am not shouting at you dipsy - promise :lol:

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 2:55 pm
by dipsydoodlenoodle
Bel Bel wrote::lol: THANK GOD I WAS GETTING REALLY CONFUSED - no i am not shouting at you dipsy - promise :lol:


Sorry Ms Bel Bel I won't be naught again :-" :( *Puppy dog eyes* [-(

There is no crying smilie!!!!!

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 2:58 pm
by Bel Bel
:cry: 2nd row, 5th smiley look closely he has tears :lol:

Re: Vodafone - Legal Advice?

PostPosted: Tue Apr 28, 2009 3:07 pm
by dipsydoodlenoodle
oh so he does. The smilies at the side of my reply screen...2nd row...5th smilie is this lol :roll:

When I open the smilies it's :^o and if I open it on a large screen it's *cheesysanta* ....


Now I've found him...back to business :cry: poor Dipsy being shouted at...........lol