Hi Lee Would I be able to get another call at some point? I've had a few more issues that are worrying me with Vodafone including bills that vodafone don't recognise charging me for as well as unannounced price increases! I think these are all unintentional but they are starting to worry me! Chris

I'd like to add a final update to this: Lee got in touch and has resolved this situation to a level that I am satisfied with. Thank you Lee - Your help was much appreciated.

I'd like to add a final update to this: Lee got in touch and has resolved this situation to a level that I am satisfied with. Thank you Lee - Your help was much appreciated.

An Update: After sending my request for transcripts of the calls made on the 15th / 17th October I have received the following reply: Hello Chris, Thank you for contacting Vodafone Customer Services. I can understand your concern regards to your upgrade dispute. I have reviewed your account and confirm you have upgraded for 24 months contract ending on 19/05/2013. I have reviewed your account and confirm you have been charged £ 599.00 for device iPhone 4S 32 GB white IMEI: If you have any concern regards to payment related issue please call our collection team on 08700725625 from 0800 hrs to 2000 hrs and they will assist you further. I confirm current outstanding balance on your account is £ 629.46. I trust the above information is helpful. ************ You have to wonder if they even read the email?! I quite specifically asked for transcripts to be sent to me on the advice of another representative. More evidence of complete incompetence from Vodafone staff.

Hi folks, I understand a Vodafone representative reads this and so I am providing more information here, further to my email directly to Vodafone. Long story cut short: Bought Iphone 4s... 2 days later I was sent a text with £600 being credited to my account from Vodafone. I phoned them up to ask why this had been done, and said it must be a mistake. The advisor told me categorically that it was not a mistake (3 times), that I was being given a free phone, I should feel very lucky. After about 15 minutes of me confirming this over and over, I asked if there was any possible way Vodafone could then charge me in the future. She replied no. I confirmed this 3 times. I am now being billed for the phone despite this verbal agreement. I no longer have the money to pay for the phone as I used it to pay for my car to be serviced. I therefore can not, will not, pay the bill. The team manager offered me £30 compensation as I was given the wrong information... However, I am fully aware that in 2007 the high court overturned a change to the law meaning that a oral agreement is binding. I asked the agent several times if there was any possibility I could be charged for this phone in the future, to which she replied 'no'. As there has been an unsatisfactory resolution to this, I have now emailed in to ask for the full transcripts (as advised by the agent) so I can take this further. Advice from forum?: After posting this in another forum, I was contacted by a journalist for a well known TV station who has asked for additional information. I am worried that if I provide it, I will cause damage to any potential court case I take them to. Can anyone advise if I am able to speak freely or whether it will hurt the case? Chris

Thanks for the reply The guy I spoke to referred to recordings of the conversations I had and said that he will speak to his supervisor who has access to them so I think they must have. With regards to what she said being binding... From my point of view, and from friends/family in law - she was acting as a paid representative of Vodafone giving me advice/looking after my account. Therefore, she is representing the company etc meaning what she said is technically legally binding as I asked her outright is there any way I could be charged for this in the future. The consensus at home is that I don't legally have to pay a dime for this phone now since that phone call but I thought it would be useful to get advice from here before I put up any official legal challenges.

Hi All - So here's my story... Pretty sure I have a legal case but please add any additional info you may all have? I am on a 2 year contract with Vodafone and generally very happy. Unfortunately I don't really get on well with my phone and decided to order an Iphone 4s. I did this on the 15th October and paid £599.99 for it. However, 2 days later I get a text saying my bill is out and I have been credited £579 (£599.99 - Monthly bill). So I phoned up customer services confirming this is a mistake and to get it rectified. I explained to her that I bought the phone on one card and that for some reason they have refunded my direct debit account with Vodafone. However she said that this was not a mistake and the refund had been added intentionally. I confirmed with her this several times and she confirmed that essentially they have given the phone to me for free. I couldn't believe my ears and being the skeptic that I am I asked her if this could possibly be reversed in the future? I.e. they could suddenly decide they didn't want me to have this free phone. She categorically said 'no' and told me that I was very lucky indeed to get a new phone like that for free. I went away and thought that it wasn't entirely impossible - In the past my phone broke and instead of repairing it they just gave me a brand spanking new phone which was top of the range. Several times this has happened etc. Add to this good timing as the mechanic came to fix my car and instead of the £80 job i anticipated - it has turned out to be £500+. Luckily I now knew I could pay this due to Vodafones generosity. I phoned up again in the morning to get this in writing just in case there were any issues earlier down the line and after 20 minutes of talking and being put on hold the guy on the phone tells me that it was a mistake and they would be taking the £600 out of my account next month. I explained to him that the girl had confirmed several times that this was a free phone and that there was no possible way I would be charged for it. No joy as he simply said she had given me the wrong info - and he has started an internal investigation to find out how this happened. From the point of the law - I'm hoping that a verbal (recorded) conversation with this representative will offer me legal support that she confirmed there was no possible way I would be charged in the future. I wouldn't contest it had I not just spend 500 quid on the car and don't have enough money to cover the phone too. I do appreciate that this was an error, but it is an error they made which is going to make life very difficult for me over the next few months as I would have not given the go-ahead to fix the car if I had known this bill was going to come through. Any ideas?