Thats the point I’m not on pay as you go, I’m in a sim only contract they just made a mistake and cancelled my contract and moved me onto a pay as you go contract they've acknowledged it’s their problem but I just can’t get them to put me back and offer me a “NEW” 12 month contract or a new number???? i can’t believe this and they just keep saying they will look into it while I have no phone

After 20 years of being a pay monthly contract holder with Vodafone I was disconnected on Thursday, and after the usual 3x1 hour calls being passed from pillar to post and not being allowed to speak to a manager(yet their agent keeping me on hold to talk to one) they admitted it was there fault but as my account was no on a pay as you go they would send out a new sim and I WILL revive it the next day and they will load up my pay as you go account! i haven’t been able to text etc since the sim didn’t arrive, so I’ve just spent another 1/2 hour trying to complain and basically being put off and transferred, I made a huge mistake of saying I was in a hurry and couldn’t spend hours on the phone!!! After being passed around again, being put on hold and being asked the same questions I said “I am only ringing today to make a complaint” she then said that she was trying to help and would I like a new contract? I stated very clearly “are you telling me as you are a Vodafone agent that you are not willingly by to let me make a complaint?” She replied clearly Yes that’s correct, so I said I will have to go to the ombudsman and we ended the call. I'm amazed how far Vodafone have fallen and how disingenuous they are to customers they really need a new strategy of customer care. currently I’m stuck with a pay as you go that doesn’t text and I run 2 businesses and I’m in politics so need access to my phone 24/7 I guess I have to write a complaint to Vodafone and wait 8 weeks??? Unless someone has better advice? thanks in advance

Thank you all so much for your quick responses, it's one of the things that puts faith back into how people can really be to each other when help is asked for!

I rang the insurance company, they are paying the bills at the moment, he said as they haven't seen my medical history yet, it's with Latitude, I'm also worried because it looks like we will miss our flights and its says £7.5m medical but £1000 for transportation costs, we won't get flights for that price plus I will need to find my wife a hotel as we are due to check out tomorrow!! It's such a worry, I felt like discharging myself but a lady at the hospital said that it can default your claim if you go against doctors advice!!!!

Hi help wanted, I'm presently in a hospital in the states, I collapsed twice and was taken to hospital, the doctors are do loads and loads of tests saying it may be heart related and keeping me in and it looks like I will miss my flight home, I don't have medical history but my wife reminded me that a few years ago I was at the hospital when she was unwell, and I said I felt a bit rough and the nurse did an ECG a doctor looked at it and said I it was strong as an ox's, I didn't give it a second thought after that, I'm now panicking in case it was just under 5 years will that make my insurance invalid?? Any help would be gratefully recieved, what with costs over here!!

Can anyone tell me about this way around paying PRS and PPL? Thanks

So just to update, it went to the ombudsman, who completely backed my position and told vodafone they had to do a full refund and pay me extra for my troubles etc. not as much as I wanted but just sick and tired of it all so I accepted. Vodafone were given 28 days to out everything right, and guess what!!! They couldn't do that right either so the ombudsman emailed me(they were keeping it open until paid) to say they were now taking it further!!! VODAFONE you are a joke!

Hi, I have the same issues, can someone PM me any solutions please

How do I escalate it to the FOS?

Sorry I thought it quicker to copy and paste

Dear Mr Snowdon, RE: KJC– Direct Debit Reference KCIns........ We have noted your further comments however the policy wording confirms that we are only able to cancel a policy once a request is received from the insured. In this case, we did not receive any contact from you to request the cancellation and therefore the policy continued, as did the monthly direct debit. Our letter confirming the set up of the insurance/Direct Debit was sent to ** Warner Crescent, Didcot, OX11 *** However as a gesture of goodwill, the Underwriters have agreed on this occasion to a refund of £400.00. We trust that under the circumstance you will agree that this is a fair and reasonable offer, and if you wish to accept, we would ask that you please confirm by signing and returning a copy of this letter by post, or scanned and sent by email. (Signed)……………………………………………………. (Date)……………………….. Mr G ........ I confirm acceptance of the refund in the sum of £400.00 in respect of insurance premiums collected in reference to KCIns...... If we can be of any further help, please do not hesitate to contact us. Kind regards Gemma READ Administration Assistant Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX Office: +44 (0) 333 999 7920 Email: [email protected] Registered in England and Wales, Company No: 3979666 Registered address is: Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX Citymain Administrators Ltd (which is authorised and regulated by the Financial Conduct Authority registration number 306535) and is part of the SPB UK & Ireland group of companies. For more information on Citymain Administrators Ltd or SPB UK & Ireland please visit our website on www.spb-uk.co.uk We take our commitment to being reSPonsiBle towards the environment seriously. Do you really need to print this email? This e-mail is intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error please delete it and immediately notify the sender. DISCLAIMER This material has been checked by us for computer viruses and, although none has been found, we cannot guarantee that it is completely free from such problems and we do not accept liability for loss or damage which may be caused. From: ian [mailto:[email protected]] Sent: 30 December 2014 17:59 To: claims Subject: Re: KJC Mobile Phones - Direct Debit Reference KCIns.07717678500 To whom it may concern, I’m sorry but I that offer disgraceful, you have taken well over £850 from my bank account in over 11 years, I keep very clear paper records and can find the contract for 1 year with KJC and Vodafone at the KJC Worthing branch, but nothing from you or them regarding insurance or any other companies when KJC was sold, in your email you refer to the above address??? This would usually need an address to be above, so could you kindly tell me the address you sent it too. Could I please also ask for a copy of the said insurance contract as I have never taken any kind of insurance on phones/TV's/ppi etc before or after and cannot believe I would do such a thing, all these years I believed it was a critical illness plan payment as I took out a life insurance and pension at the same time. Kind regards ........ (not Miss as you put below the signature strip!) From: claims Sent: ‎Tuesday‎, ‎30‎ ‎December‎ ‎2014 ‎16‎:‎02 To: ..... Dear ..... RE: KJC Mobile Phones - Direct Debit Reference KCIns.............# Further to your recent contact with our office, we would like to take this opportunity to advise you that Citymain Administrators Ltd is the claims administrator on behalf of Underwriters in respect of KJC Mobile Phones insurance scheme. We are also responsible for the collection of premiums. We would confirm your details were transferred to us by KJC Mobile Phones as having accepted the insurance with the first three months being free, when you purchased a Samsung V200 handset on 18th August 2003. The insurance offer and information was available to view and remove during the sales process. Our letter confirming the set up of the insurance/Direct Debit was also sent to the above address on 20th August 2003. This was a separate letter to that of the purchase of the phone, and separate to that of your mobile network contract. We also enclosed a copy of the policy documents, which confirm that the ‘period of insurance’ is for each billing month as they are not annual policies and so will continue to run until such time as a cancellation request is received from the insured. It does not end when the mobile phone contract ends. The terms and conditions also advise that the insurance is transferable on to a replacement phone. As no contact has been made from you in relation to this policy, it continued. We can only act on the information received from KJC Mobile Phones and are not responsible for the sale of the Insurance. It is an individual’s responsibility to regularly monitor and reconcile their own banks accounts, and therefore we would maintain that Citymain Administrators Ltd and the Underwriters are not responsible for the direct debits being taken unknowingly. In this we are unable to accept liability for the payments already taken however, as a gesture of goodwill, the Underwriters have agreed on this occasion to a refund of £200.00 We trust that under the circumstance you will agree that this is a fair and reasonable offer, and if you wish to accept, we would ask that you please confirm by signing and returning a copy of this letter by post, or scanned and sent by email. (Signed)……………………………………………………. (Date)……………………….. .... I confirm acceptance of the refund in the sum of £200.00 in respect of insurance premiums collected in reference to KCIns.07717678500 If we can be of any further help, please do not hesitate to contact us. Yours sincerely, Administration team. Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX Email: [email protected] Registered in England and Wales, Company No: 3979666 Registered address is: Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX Citymain Administrators Ltd (which is authorised and regulated by the Financial Conduct Authority registration number 306535) and is part of the SPB UK & Ireland group of companies. For more information on Citymain Administrators Ltd or SPB UK & Ireland please visit our website on www.spb-uk.co.uk We take our commitment to being reSPonsiBle towards the environment seriously. Do you really need to print this email? This e-mail is intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error please delete it and immediately notify the sender. DISCLAIMER This material has been checked by us for computer viruses and, although none has been found, we cannot guarantee that it is completely free from such problems and we do not accept liability for loss or damage which may be caused. ______________________________________________________________________ This incoming email has been scanned by Citymain's MessageLabs Email Security System. ______________________________________________________________________

Thought I wouldn't be able to claim both though? Nationwide are refunding it in dribs and drabs, so might not have finished, will nationwide not reclaim the money from citymain?

Company, nationwide have refunded me 3 years money yesterday

they have offered me £400, what do you think?

And guess what their 24hrs 7 days a week online chat..... Is unavailable at the moment????

We don’t use this email address anymore, so our advisers won’t get your message. Don’t worry, you can chat to an adviser online instead – they’re available 24 hours a day, 7 days a week. ----- ian Wrote ----- Please select: Monthly Title: Mr First name: *** Last name: ********* Email: ************* Mobile number: *********** Alternate contact number: Date of birth: *********** Payment method: Direct debit First line of address: ************** Postcode: *********** Phone make and model: no idea it was never sent Topic: 0 Message: I still have £48.50 stolen from my account by you each month, even after endless attempts to get it dealt with, I have now sent my case number and ref. number to the ombudsman. I have spent hours on hold etc. even after your people realised it was all your fault back on the 08/11/14 you keep taken money out of my bank account, in which I am overdrawn again, but if I stop it my credit rating will be affected, I have ran around and lost numerous hours of work time and got very stressed out, so no more!!!!! It is being dealt by Dina SADEK, case number CS00014124977 and Ref. 413382186 2015-01-03 18:15:36 GMT : Escalated : Contact Us 2015-01-03 18:26:34 GMT : Shown : Suggested articles

I will try that, thanks I really don't understand the delay, over 8 weeks ago it's on their notes that it was their mistake, yet the only contact is when I ring them!! So so frustrating, I've been with them for over 15 years

done that. reply #9037202

What if I cant prove it, or even if I did sign something, I've heard nothing since. I've just rang nationwide, who have said I may be able to get a DD indemnity? and will get back to me asap, is this any good?

Thank you for your reply, it's been 11 years. So I need to speak to the bank not citymain? Will it be classed as an error? If I've agreed to it back in 2003 and took it for something else all these years, will they just regard it as stupidity? Thanks again for your help

Hi, I decided to get control of my finances and found many issues, this one is with Vodafone, my bill has become very high I rang and asked for a breakdown to find that my phone(ok) my 13 year old phone (ok) and sim for ipad (ok) but also £48.50 PCM for another phone, which they told me I had signed a new contract on 21/12/13 for unlimited text, calls and data. I checked and checked but I didn't know anything, and kept ringing back and being told I had signed, finally I asked for the number and what usage it had, after having never been used, they looked deeper and the customer services man on the phone finally and casually says "hold on, no you're right it was never sent out a nd yes it's a glitch at our end" I demanded all the monies be refunded immediately as I was overdrawn, he actually said "you can only get refunded up to 6 months as you have left it so late" this was 8/11/14, I demanded to speak to a manager he did everything to stop this telling me he could deal with it eventually after being put on hold for an hour he put me through to upgrades!!! A lot more has gone on and I have a case number etc. I have been to stores and rang too many times to mention, the manager tried ringing on 12,11,14 at 8am and 10am, I returned the call but was told she would keep trying I have never managed to speak to a manager. My question is I have now passed this on to the ombudsman, do I need to do anything else and should I seek anything else other than my own money back? they are still taking the money out i.e. 01/01/15 £48.50 for this phone I have never had. Kind regards

Hello, I'm new to CAG. I know I will look very, very stupid, but when I brought my house in 2003, I took out all kinds of pensions, life cover etc. and whilst looking at my finances later that year noticed a £6.99 payment going out at the same time as mortgage, pension, life, etc. when I went to the bank they said it was a DD from insurance maybe critical illness, I did remember the IFA talking about this and decided £6,99 was worth it, sadly I recently had reason to contact Citymain regarding critical illness to find that it's a phone insurance for a phone taken out in August 2003, but had 3 months free, so didn't show until the end of the year, I have never taken out PPI or product insurance etc. ever! I asked for the evidence but have heard nothing as the company I took the phone out with in Worthing has changed hands at least once, I asked citymain for the address they sent the paperwork to, and they have not replied. I keep all records and had the contract with the shop and Vodafone for the Samsung and indeed still have the phone(which broke years ago) Do I have any rights apart from cancelling? they have taken over £850 in over 11 years and had I received the paperwork to say what it was I would have cancelled immediately!! Yes I know how stupid I've been but any advice?? PLEASE