Outrageous vodafone charges for internet access

[Shoestring]

My son has been a loyal customer of vodafone for five years using a fixed value contract. A couple of months ago he began accessing the internet thrugh his mobile (music etc). He was not made aware that accessing content via a third-party website (not the vodafone website which is free), would incur horrendous costs (£700.00 in a two month period). He has contacted vodafone about this but they are not interested. Moreover, during this two month period he contacted vodafone to discuss wap packages. Vodafone did not take these two opportunities to inform him of his vastly increased cost (from around £50 pm). They did mention once that his usage was "high" but he expected it to be higher than before -- maybe £100 pm in total.

In two months vodafone have charged his bank account (via the nasty DD system) a sum that is well over his annual usage (an tenfold increase - bang!)

Any thoughts on how best to proceed to recoup some of this excessive cost?

Shoestring

[buzby]

Well, I think you probably know the answer. Ignorance of the charges is not a reason to dispute them. The company do explain what their charges are for web access (although I agree anyone who knows what a Mb of data transfer looks like would be a miracle worker). Vodafone charge what they do because that is what the market will stand - if you don't like it you vote with your feet and go elsewhere. Sure Vodafone's own web services, and since this can be a viable alternative to more expensive 3rd party sites, it would be inadvisable to use them in place of the cheaper alternatives.

They've done nothing wrong in taking the money owed from the DD, that was what he signed up to. Unless Vodafone made an error in billing then there is no case to answer. Both 3UK and Orange are offering inclusive web services with only a £5 additional monthly charge and no data fees - this may be a far better option in future.

[Shoestring]

Thanks, Raymond. He'll be bitterly disappointed, naturally.

Shoestring

[buzby]

Actually, they may have done him a favour - he'll learn not to trust these firms to be 'reasonable' and assume all will be well! If his contract comes up for renewal, he'll be more inclined to go with the company that does offer a fairer deal....!

[Shoestring]

He's already going to do that. Meanwhile, being a chip off the old block he has said that he will continue to fight. His argument is that vodafone have a responsibility to inform customers of outrageous charges that can get a customer into serious debt without having proper controls in place.

I'll be interested in what they say.

Never say die!

Shoestring

[buzby]

Actually, they don't! Thew only responsibility the company has is to publish a Price List (which they do), as to being 'outrageous' that's a subjective parameter - one person's outrageous charge is anothers high-but-reasonable. The bottom line remains the same, the user has to responsibility to know the charges before making use of the service, and a look at their web pages show the fees. Complaining after-the-event invariably generates a sympathetic, but otherwise unchanging response.

IF they did conceal on mislead on the charges, then I'd be waving the banners too, but the bottom line remains, using the internet of a mobile phone will always be expensive unless a 'bundle' is purchased, and it isn;t the network's responsibility to advise this, in much the same way the banks don;t tell you the interest on your old accounts is almost O, and better accounts are available.

[Shoestring]

I hear what you say buzby. Thanks. But he's determined to press them on it and I can'r say I blame him.

Shoestring

[Layla_ck]

Make sure he double checks he incurred these charges as they sound extortionate for mere internet browsing?

[Shoestring]

he's checking his account now...

[Layla_ck]

Sorry if I am teaching granny to suck eggs so to speak, but get him to check them against the data counter on his phone which should log how many bytes etc he has used *I think*