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Everything posted by Ryan91

  1. Now the complaints specialist handling my complaint is being unresponsive!
  2. Wifi calling is an option, it's just mainly the fact they keep prolonging getting this issue sorted and the abslolute lack of customer service when it comes to the issue. Yeah I noticed they ditched the TuGo app.
  3. Yeah I've had the whole on and off thing too! They are admitting there is an issue but just keep quoting their t's and c's!
  4. 'm having an ongoing fault with o2 in that the mast is down! I first reported this issue on the 5th October. Since then, I've had further updates on ; 12th October 18th October 25th October 1st November 14th November 28th November 12th December 10th January 23rd January All these updates state that they are still looking into the issue and will be in touch soon. I was told to get back in touch today for an update and it's now going to be continuing for an unspecified amount of time I have had my airtime credited for this month however complaints are unwilling to do anything as their terms state it's not a fault free service so if I want to go elsewhere I'll need to pay the fees.
  5. I've looked... the direct debits has been set up since day 1 - the actual bills themselves have all be £0 with no payments due hence no payment requests by Direct Debits have been made.
  6. Hi there. I'm wondering if you could help. I've got a bit of an usual BT billing issue and I'm looking for some advice. I'm coming to the end of my minimum term with BT and I've placed in my cancellation. However, it turns out that due to some billing glitch, I haven't paid a single payment to BT for the whole year contract. I'm one of those who just let direct debits come out the bank without really paying close attention ( I really should.... I know!) They are now requesting the full year payment upfront which I obviously cannot afford. I've logged into the BT website to check the bills incase there has been any late payment fees etc to find that absolutely every bill - clearly addressed with my details and the package that I subscribe to (phone and broadband) have all had a total balance due of £0. Where do I stand with this?
  7. o prior to my line going active on the 19th, I was given an offer for 6 months half price line rental to try and keep me proceeding with the order as Sky had offered me a good deal to stay with them. I was happy with this new offer so obviously told sky I wouldn't be sticking with them. It was at this point they threw out a great offer to which it was back to TalkTalk to tell them I wouldn't be proceeding. On the 13th January, on the live chat, an advisor named Reshan stated ; Reshan: The order is 6 months half price call plan, with line rental and your package. Reshan: Thank you for your patience. Ryan: you're very welcome. Ryan: Yeah, that's the offer I had a note off, that works out just below £65 more expensive than the sky offer. This is absolutely the most you can offer? Reshan: I can offer you 12 months half price on your package. Ryan: that would definitely beat sky so I would be more than happy with that Reshan! Reshan: Please give me a moment. It was at this point the advisors computer stopped working and the offer wouldn;t be applied right away. Notes were being made and it would be applied shortly. I've tried so hard trying to get this applied and advisors are saying what he is saying is 12 months off the broadband cost which is FREE for 18 months so essentially no difference to the package. From the context of the chat I was having, I assumed it was off line rental but TT are insistant that Line Rental is seperate and not part of the 'package'. I've also been on to the Chief Exective Office and they've been so helpful too......not! The person I spoke to said that what Reshan meant was he was extending the offer of FREE broadband from 12 months to 18 (Even although that's not what is said above) ; that's all the person from the CEO team emphasised - I then found my welcome letter which states FREE broadband for 18 months which was generated before any discounts were applied. I just feel that I have been totally misled into proceeding with the order. I have trailled back through all the chat logs and found this gem this morning which again totally contradicts the executive office's stance ; Joan: You're welcome, okay. Here's what I can do for you. Since the account is still not yet active I will need you to contact us right after the 6 months end to add another 6 months of the Half price line rental. Joan: Now if after 6 months it's not available we will just apply a credit for you equivalent to the offer. If I proceed down this route I can absolutely see what would happen 6 months down the line ..... it would not be honoured whatsoever and it would be more of a headache. Can anyone advise me of what I can do as nowhere is being helpful!
  8. Still not raised via the ombudsman however the complaint is still on going. The bill is due to be paid today and they are now saying the ETF cannot be credited and I will have to pay it. The PAC was issued on the assumption it would not incur any fees and I have several chat logs and advisors backing this up. Over the past few weeks the advisors said the request for them to be waived was being actioned and would be completed by today. Come back on today to be told totally conflicting information and that it cannot be waived as it's "business policy" I have got back in touch with the social team to update this as the last I heard from them they were away the cancellation was in process. Absolutely disgusting
  9. This is still ongoing unfortunately! Finally received the PAC code to which I used and the account finally disconnected..... to then receive a bill for over £705! Being passed from pillar to post with advisors promising it would be credited within 24 hours as they could see it was penalty free....... this was 3 days ago now.
  10. 7/11/15 So despite my 30 days notice being given for the line they agreed to cancel, I've now been told that it's still showing as the end date as being October 2017 and as such I'd be hit with fees of over £800. This wasn't the case when the cancellation notice was served nor was I told this at the time. Sorry for posting so much but it's just going in roundabouts and nobody from Vodafone can seem to help
  11. Heard back from Vodafone's Social team. They just emailled back saying they could see my account was under cancellation (the one line they agreed to) and that anything else to get in touch. Totally ignored the fact I had emailled regarding being promised the 2 lines to be cancelled etc. Sigh.
  12. Should I get the ombudsman involved or should I try speaking with the executive office?
  13. Yet another update! The bill is still not corrected and the advisor I spoke to said the bill would come to £69.73 ; this is with 20% of my £35 a month line and 40% of the £51 line. When I disputed that it doesn't add up, I was told ; Vodafone..... where basic mathematics don't apply!
  14. So another update! The credits are apparantly being updated and a cancellation request was successfully placed for 1 line only today.... the end date had now officially been changed to October 2015. Seem to finally be getting somewhere!!!
  15. Everything is done via the live chat so I have chat log after chat log after chat log. Literally so many! I've spoken to so many managers who just apologise and blame the advisors for not doing their jobs properly. Still awaiting on the Social team getting back in touch so once I hear from them I'll obviously keep you all updated. Still on the live chat atm however they are insisting I am now no longer eligible for this additional £15 I was promised via the live chat Best quote just there ; "We will be unable to credit any incorrect charges on your bill"
  16. You really really couldn't! The right hand doesn't know what the left is doing. Never again will I go anywhere near Vodafone
  17. Sorry for the constant double postings but here is today's update on the shambles ; My first line has now had the end date changed to 2015 to allow a penalty free cancellation. Still no PAC code issued as promised on the 31st however I should receive this today. Regarding my 2nd line, I have a 40% loyalty discount attached to this which was wrongly removed. On three occasions now, I have been told this was being sorted and it would appear within 24 hours. The last promise was also on 31st October and as of yet, it still hasn't been sorted. Plan and extras From 27 September to 23 October 2015 VAT ex VAT rate VAT inc 24 months - inclusive entertainment From 24 October to 23 November 2015 Plan – unlimited minutes, unlimited texts, 25GB internet £42.50 20% £51.00 From 24 September to 23 October 2015 Discount: 12 months 20% off plan £7.65 20% £9.18 Discount: 20% off plan £7.65 20% £9.18 From 24 October to 23 November 2015 Vodafone EuroTraveller Plus Plan and extras £57.80 £69.36 So looking at that, they've actually added the 40% onto the bill making it 40% more expensive; £51 now becomes £69.36! Through the past month I was also promised £20 worth of credit due to service issues which were to be added - £5 has indeed been added to the line however £15 has of yet to be added. I was once again promised on the 31st this would be sorted. The chat advisor stated today that "no extra credit will be given".... so the £15 I was promised due to loss of service is now being denied. Really is one thing after another with this lot
  18. Further update! Popped onto live chat again today and the advisor I spoke to checked my account and said that the contract end date was incorrectly showing as October 2017 and changed it to 2015. A little confused since the contract was taken out after 2015 but nonetheless I was passed to cancellations who confirmed the end date was 2015 and have issued me with a PAC. The cancellations advisor then stated it would be without charge. I'm a little worried about using this PAC in the case that yet again they back track and say the advisors weren't doing their jobs properly.
  19. It's the fact they issued me with a pac code and said it was free of etf and then last night said if I use that I'd be charged £860. Really am done with this company, considering the ombudsman, that a good route to take? Clear issues with customer service!!
  20. Thanks for that ! Yeah it is an absolute nightmare ; I've had several advisors state it was penalty free too. I've also got in touch with citizens advice to see what they say. One person saying penalty free is bad enough never mind 4 or 5. Two advisors also said I was still within my cooking off period too which doesn't make sense ; my contract end date is strangely 30 October 2017 which doesn't make any sense either. Total mess from start to finish
  21. Got in touch with the social escalations team ; #11785379. Here's hoping they can help
  22. I've been having countless 3G issues over the past year which was promised to be fixed over time. An advisor on the chat the other day finally admitted t would not improve and to buy a sure signal device. After lengthy discussions a chat advisor offered to cancel the plans (2 lines) penalty free. I was provided with a pac code . I spoke with 2 different advisors who confirmed there would be no fee for cancelling. I spoke to a third today as he second pac code is missing and I was now told there would be a fee and under no circumstances would it be penalty free? Where do I stand with this given I have it in writing that it would be penalty free? Update today! I contacted Vodafone again today to dispute the information and was told that as they promised this, they would honour it. The advisor confirmed that ; Hussein: may we ask you for the Date you have been promised not to pay the termination fee ? Ryan: just get that for you now Hussein: take your time Hussein: just to check the chat scripts and notes for you Ryan: Chat with Pradeep, October 24th Ryan: Chat with Satpreet, October 24th Ryan: There was a chat previous to Pradeep on the 24th too ; this chat was where the PAC code was issued with no fees confirmed Hussein: thank you Ryan: Hussein: Please accept our sincere apologies for the delay , as we are investigating this for you Ryan: please take your time Hussein: thank you so mch Hussein: much Hussein: thank you so much for your Patience Ryan Hussein: we have checked that for you Hussein: and as you were promised for sure , we wont break our promise Ryan: I'm just a little concerned now that I was told yesterday I definitely would have to pay. I've taken out another contract elsewhere and don't want to be stuck with that too especially if I'm hit with fees Hussein: we will leave a clear note on your account regarding the chat you have been promised not to pay the ETF Ryan: so when will I receive the PAC code for the 2nd line? Hussein: but as per the chat with Pradeep it was no ETF for the number ends with 967 Ryan: This is now in reference to the follow up chat with Satpreet Hussein: its a follow for what Pradeep said about the number ends with 967 Ryan: Ryan: the reason the line was being cancelled was due to their being poor 3G service at my home. I assumed the both lines would be cancelled under this as obviously the other number is affected too Satpreet: Please stay connected while I check this for you. Ryan: thanks Satpreet: Thanks for waiting. Satpreet: As I can see that the other line cancellation is under process and you'll be getting another pac code on monday as saturday and sunday is non working day. Satpreet: Is there anything else I can do for you today? Ryan: is this also penalty free too? Satpreet: No there is no penalty fee. Hussein: we are now double checking that for you Ryan Ryan: thank you so much! Hussein: you are most welcome Hussein: we have checked that for you Ryan Hussein: and we see that , Satpreet said that there's no ETF for using the Pac Code Hussein: as per the notes Hussein: can you confirm there is no early termination fee attached with using this PAC? Hussein: [03:12:19] Satpreet: May I know have you given the request for the disconnection for both the numbers or only one.? Hussein: [03:12:41] Satpreet: No there is not ETF fees for using the pac code. Ryan: yes, but what does the next section say? Ryan: Satpreet: As I can see that the other line cancellation is under process and you'll be getting another pac code on monday as saturday and sunday is non working day. Ryan: Ryan: is this also penalty free too? Satpreet: No there is no penalty fee. Ryan: That's what it says there Hussein: we are now checking this out for you , we are sorry for the delay Ryan: don't apologise, I appreciate the time you're taking to sort this for me Hussein: thank you so much for understanding Hussein: thank you so much Hussein: would you like to cancel now Ryan ? Hussein: as we can transfer the chat to our cancellation team to get this sorted out for you Ryan: yeah please At this point, the chat ended and I had to get ready to go to work. I have now been back on this evening and have been told yet again the penalty free cancellation does not stand and I will have to pay.
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