Vodafone have cancelled contract early

[littlefatbudha]

Please would somebody advise me, in July i was due an upgrade to which i did, this would change my tarriff and monthly charge, any received phone and it was faulty, the customer service was very poor as usuall lately.

I had to send phone back in pre paid special delivery bag, and was told i would receive a replacement, which i did not, so rang Vodafone after about 40 mins managed to get through, told them i did not want to upgrade or renew with them as their customer service s terrible now, to which the adviser told me to refuse delivery of replacement handset and my account would be reset to previous contract, which ends on 8th September 2009.

Checked online a couple of weeks ago and noticed account had not been reset, also had sent cancellation notice recorded to cancel;l account aswell.

After waiting to get through again was told would reset and nothing to worry about, well received a letter from cancellations dept last week telling me it would be £500 approx to cancel due to new contract, any way went to check today and my number and log in details not recognised and when i ring number, not known, i can only imagine they have cancelled it, but they are in breach as termination date is not till about 8th september .What can i do.Steve.

[locutus]

Quick bump.

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed/213340-vodafone-webteam-customers-problems.html Have you read that? Maybe thats a good way to go to get this resolved?

[MARTIN3030]

Yes try that and let us know how things go

[littlefatbudha]

Tried the above link a couple of days ago, i have not heard a thing, not even an automated responce, Vodafone are useless these days.

[MARTIN3030]

will see if we can get something moving.

[littlefatbudha]

thanks Martin, i am so annoyed, people would have still been calling me on that number, and i did not know it had been cut off, as i had it diverting to my new number.

[MARTIN3030]

Yes I think I would feel the same-its very bad treatment.

 

I have sent an email to Lee Saunders at VF Webteam with a link to your thread here.

Edited September 4, 2009 by MARTIN3030

[littlefatbudha]

many thanks for your help, i hope it does some good, they used to have very good customer services, i guess everyone has been cutting costs at this time, but customer services are the main contact service.

They have lost me as a customer through poor customer service, i have been with them 4/5 years and did originally have 3 phones with them and now have only one, which i will probably cancel.

I had even been looking at their deals for mobile broadband and laptop but could not get through, guess i should stop moaning, its just i have worked for many companies including the hospitallity trade and have always been taught about customer care, etc, i was also a mystery shopper for gapbuster and retail eyes and have seen plenty of poor customer service.

I feel these corporate companys feel they ,dont have to bother about existing customers, thats why only new customers get the good deal, i think that sums my feelings up at this time,thanks.Steve

[MARTIN3030]

Some good points Steve.

Its not a case of stopping moaning,you should really have no need to moan in the first place.

Now and again I get calls from them asking if I am happy,but its usually after making an enquiry about something else.

In days when all business are fighting for more,there should be a focus on keeping existing customers.Its much harder to attract an old customer back who has not been happy,than it is to attract a new one.

We have both Orange and Vodafone on this forum and both have said they are interested in resolving issues for those who have experienced problems,it is still early days to determine whether it will turn out to be true...but I am quite disappointed with what I have seen so far I have to say.

[littlefatbudha]

Hi martin , have replied to the web team , basically outlining that due to their mistake/incompetence, i may have lost out on income through this, as i am a self employed courier and had this number diverting onto my new mobile number and had not given everyone the new number, also did not realise it was not working so anyone calling the number would not get through.

Have also spoken to Ofcom regarding this matter , but told them i will wait and see what Vodafone come up with, before i go down that route.

They told me if i am not satisfied with their final answer then to contact Otelo which will investigate the matter.

Finally if i get no joy, will pass on to the consumer solicitor who is dealing with my car contract, as this will be on a no win no fee case, im going on again arnt i, sorry,steve

Good evening Mr.,

I am sorry to learn that your number has been cancelled before the contract completion date.

Let me see how I can assist.

Mr. , so that I can access your account and assist you I'll need your 9 digit account number.

Once I'll receive the account number I'll be happy to investigate further.

I'll look forward for your reply.

Kind regards,

Vodafone Customer Services

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Edited September 11, 2009 by littlefatbudha

[littlefatbudha]

this is Vodafones offer for their breach of contract.

 

Hello Mr.

Thanks for your response, I gather from your emails that you are not happy with the cancellation of your mobile number earlier than 07th September.

Mr. Marston, I tried calling you and was unable to get through. I am sorry to learn that you use the above number for business purposes and I can imagine how inconvenient this would have been for you. It is indeed ver serious and please rest assured that all of your comments in relation to the service that you've received will be fed back and addressed internally to help us improve the level of service that we provide to all of our customers. We take this issue very seriously and want you to know that this sort of service will not go un-noticed.

I have looked at the systems and checked the notes on the account, I can see that you had some issues with regards to the upgrade for this number before it was cancelled.

I can see that when you spoke with one of my colleagues on 26th August, your details were passed to a manager and the number was cancelled with immediate effect with no early cancellation fees.

As my way of saying sorry, I've added a credit of £25 which will go towards your current balance. After the credit the outstanding is £53.90.

If you wish I can reactivate the mobile number , please confirm.

I have had a look into my systems and can see that we are currently facing issues with our online services. We have escalated this issue to our technical team and they are working hard to get this sorted. Though I am unable to give any definite time scale. The fault reference number is

I trust this helps.

I've also attached a short customer feedback questionnaire and would really appreciate your thoughts to help us improve our service and I can assure you, this will be treated in confidence..

 

Kind regards,

 

 

 

 

 

 

Vodafone Customer Services

We hope you have found our Email Customer Service helpful and convenient. To contact us please click .

Update your Facebook status, chat on IM, get your email or even get the latest news headlines or sports results from the leading websites all on your mobile. Discover and set up a world of entertainment and information available via mobile internet, visit

 

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Edited September 14, 2009 by littlefatbudha

[Human Writes]

Just a thought but did you take the contract out as a business or from a personal standpoint? Usually consumer contracts indemnify companies from claims for loss of business.

 

Can you actually substantiate a claim for loss of business? I.e. prove the losses you've suffered as a result of the error, if you can't then you'll probably have a hard time convincing them to pay you anthing other than a token goodwill gesture.

 

Tip...edit your posts to remove the names, you've published yours and theirs.

[littlefatbudha]

the main thing, is that they cancelled the contract, without

A: telling me

B: without my consent

They have still broken the contract between myself and Vodafone, i have had enough of them messing me around, if i want to cancel a contract, i would have to pay, whatever the contract is for they are in the wrong, it is registered as personal use, but they does not mean they do not owe me anything as a consumer.

[Human Writes]

the main thing, is that they cancelled the contract, without

A: telling me

B: without my consent

They have still broken the contract between myself and Vodafone, i have had enough of them messing me around, if i want to cancel a contract, i would have to pay, whatever the contract is for they are in the wrong, it is registered as personal use, but they does not mean they do not owe me anything as a consumer.

 

Agreed they do owe you something as a consumer, however, its less than it would be if you were registered as a business, they probably owe you something for a failure of their duty of care to you, breach of contract and your loss of enjoyment which could be derived from the use their services, however, unless you can prove a significant loss from a legal standpoint they don't have to compensate you with a huge sum.

 

If the average mobile phone contract is £30.00 a month (I have no idea what you paying) then they've offered you just short of two months charges for an outage which lasted how long? A couple of hours? A couple of days?

 

You haven't said what your expectations are in terms of compensation. If your expecting them to compensate you hundreds of pounds for loss of service over a period of a few hours or days, when you'd have paid then a couple of quid for their service over the same period I think you'll end up dissapointed.

[littlefatbudha]

I do not want hundred of pounds, or anything like that, they cancelled 22 days early, i just want something that leads me to think that they are sorry for what they have done to me.

They offered me 30 pounds for cancelling my interenet by mistake, and i feel taking away, the contract and use of my phone, does justify more than £25 which does not even cover the £32.50 monthly payment.

[Lee Vodafone Company Rep]

Hi littlefatbudha,

 

I've been out of the office for a few days so have only come across this thread today.

 

From your posts it looks like something's not quite gone according to plan here with the routing of your emails to the Web Relations Team.

 

Not to worry, now that I'm here I'm keen to get this sorted out for you. In order for me to take a look at your account and get back to you directly would you mind sending me a PM with the email address from which you sent your emails to us and I'll try to locate them and your details.

 

Many thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[littlefatbudha]

Have sent pm ,thanks.Steve

[Lee Vodafone Company Rep]

Hi Steve,

 

I've just tried to reach you and have left a voicemail message letting you know that I'll try again after 16:00 this afternoon.

 

Thanks and look forward to speaking to you.

 

Lee

 

Web Relations Team

 

Vodafone UK

[littlefatbudha]

Thanks Lee for taking the time to call me and helping me with my problem.

If anyone else has a Vodafone problem,please contact Lee, as he is alot more helpful than the rest of the so called customer services team !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[littlefatbudha]

Thanks for your help Lee,NOT, what happened to switching that number back on as pay as you go.

This just answers the question regarding Vodafone customer service, you are no different from the rest of them,just empty promises.

Lets see if you can keep your word !!!!!!!!!!!!!!!!!!!!!!!!!!!!

[Lee Vodafone Company Rep]

Hi littlefatbudha,

 

Apologies for the delay in coming back to you.

 

Rest assured that I always keep my word and I have requested the reconnection of your account and did promise to come back to you as soon as this had been sorted out together with the other matter which you spoke to me about.

 

I'll follow this up today and come back to you to let you know what'll be happening.

 

Speak you later.

 

Lee

 

Web Relations Team

 

Vodafone UK

[MARTIN3030]

Lets wait and see Steve.

A webteam as with any team, has to be reliant on all those involved which undoubtedly involves others in the chain outside of the heart of it.

[littlefatbudha]

I UNDERSTAND THAT, BUT WHEN YOU HAVE PUT UP WITH MANY PROBLEMS, OVER MANY MONTHS, THEN GET ASSURED THINGS WILL BE PUT RIGHT AGAIN,THEN NOTHING HAPPENS IT MAKES YOU WONDER.

hAVE SPOKE TO lEE AND HE IS TRYING TO SORT OUT MY NUMBER ON PAY AS YOU GO FOR ME,FINGERS CROSSED.