vodafone cant be wrong **Resolved**

[specialbru]

I recently received an invoice from Vodafone even though i cancelled over a month ago.

On the invoice are call charges for over £20 and early cancellation chage of £4

The amazing thing is the sim card from vodafone has remained in the phone i was using at the time i took out a new contract with T Mobile in November and has been in a drawer that only i have access to.

My new contract allows unlimited calls to both landlines and mobiles so I have no need to use their phone.

Vodafone customer services are adamant that the calls have been made and are saying it needs paying or it will show up on my credit record.

 

I've checked the phone log after charging and the last recorded call is in November but Vodafone say the sim could have been used in a different phone which i know hasn't happened

 

I asked for the numbers dieled and apparently its just one no thats been dialled repeatedly,they gave me the no and when you dial it you get a message saying you have dialed an incorrect no.

How can this be resolved as im adamant im not paying for something i havent used?

[maroondevo52]

Hello and Welcome,

 

Vodafone do have a member on this site, helping users with complaints, please have a look at this link.....................

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html

 

Regards.

 

Scott.

[buzby]

Phones are capable of making calls to numbers without the owner being present (unless switched off!). From what you explain, you actually stopped using your phone and terminated prior to the completion of your minimum term, but the amount is unusual... just £4..? It is usually a multiple of your monthly fee.

 

What inclusive minutes were provided as part of your package? Why were the calls to this unknown number not part of this? Was it a special number code, and what is the cost and start and stop times of the calls that cost £20?

 

It would be highly unlikely that Vodafone concocted these phantom calls simply to hit you with £20 on your bill, the billing system would have captured this, AND they can tell where the phone was (general area) where the call was made from, so if this was in your neighbourhood, someone may well have made the calls without your knowledge. Were they premium calls?

[specialbru]

I le the contract run its full term and took out an additional contract with T Mobile.

At this point i stopped using the vodafone phone and sim and reduced the contract to the minimum i could which included some free minutes which were also used up calling this one no before it started acumulating the costs mentioned.

The phone and sim were locked in my office desk and it was switched off,the first time it was taken out was yesterday to have a look at the call log which shows the last call as november.

The calls made were up to 10 a day to this no which is a mobile no and range from 3 seconds long to 22 minutes long.

[buzby]

If a mobile number - what was it? Do you normally pay for calls to mobiles? What was the total number of calls made, and was the number called the same one?

[specialbru]

The no is 0785 2505139

There were a total of 59 calls made to this no from 01/03/10 until 11/03/10

This is the only no called, i had some inclusive minutes to mobiles but not many as i downgraded to the minimum i could because i wasnt using the phone until the end of contract.

If id wanted to call this no i could have done so on my new phone free of charge as many times as i liked as its on a all inclusive basis.

[kiptower]

specialbrew

 

post has been highlighted to Lee_Vodaphone to come and have a look

 

hang on till Lee arrives

[buzby]

If your phone (or SIM) had been stolen or mis-used, then there would be a long list of numbers, the fact this was to (a) the same number, and (b) the only calls made during this period points to someone having access to it (even in a 'locked' drawer). It really doesn't matter that 'you' didn;t make the calls, as the contract holder is ultimately responsible for all call made whether within their control or not. I'd suspect a work colleague who found a cheap way to call is mum/girlfriend/boyfriend at your expense, knowing you were not around - I assume you were away for the specified period, and it stopped on your return?

 

Under these circumstances, it isn't the issue you were using a different mobile, just that someone was using yours and you'll be held liable for it. Only if you had a PIN lock in place to prevent the phone being switched on and used would help your security. If you did not have such a lock active, then - unfortunately - they are due the money for the calls made.

[specialbru]

I work from home so have no work colleagues.

As mentioned the phone was locked in a drawer and no one else had access to this.

[buzby]

Puzzling. Was the handset locked though? Ask V where the phone was when it made these calls (cellsite ID). Even so, with their billing system certified, tunless they are willing to eaive as a goodwill gesture, your contract doesn't leave you wriggle room.

[Lee Vodafone Company Rep]

Hi specialbru,

 

On the face if it this does seem a little strange and certainly requires a little more investigation in regard to the usage charge side of things.

 

The £4.00 cancellation fee would indicate that your service was cancelled a little early but again I can take a look at this to make sure everything is in order.

 

As suggested by Scott and kiptower is you can get in touch with me by following the steps in our pinned thread which Scott has linked you to and then update the thread with your email reference number I can make sure we get back to you as soon as possible.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[kiptower]

thanks Lee for picking this up

 

Kip

[sequenci]

Could there be an instruction at network level to forward 'phone calls to a different number?

 

Some people get caught out by forwarding calls from their old number to their new one as they are caught unawares that they would have to pay for the forwarded part of the call.

[Lee Vodafone Company Rep]

thanks Lee for picking this up

 

Kip

 

It's no problem at all Kip - I seem to be getting a little busier on here of late.

 

Take care.

 

Could there be an instruction at network level to forward 'phone calls to a different number?

 

Some people get caught out by forwarding calls from their old number to their new one as they are caught unawares that they would have to pay for the forwarded part of the call.

 

Hi sequenci,

 

This's certainly a possibility but I'd expect the calls to be deducted from the customer's bundle as they usually divert to each a landline, voicemail and alternative mobile number.

 

Hopefully specialbru will be in touch soon so that I can take a closer look at things for them.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[sequenci]

Nice one Lee

[Lee Vodafone Company Rep]

No problem sequenci.

 

Just to update the thread to confirm the specialbru has now got in touch with me and I'll be taking a closer look at this and will get back to them later today.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[sequenci]

Cheers matey,

 

I spent 7 happy years working for Vodafone. Enjoyed it.

 

I hope you don't work in that awful big ugly building in Stoke mate!

[Lee Vodafone Company Rep]

Hi sequenci,

 

I've been here for nearly twelve years and I really do enjoy being able to help our customers - glad to hear that you enjoyed your time here as well.

 

Although I did spend some at the old site I think you're referring to most of the last few years were spent in Newcastle until we moved to our new building in November 2009 which's a really great environment to be in.

 

Thanks,

 

Lee

 

Web Relations Team

 

Vodafone UK

[specialbru]

Thanks to all on here who pointed me in the right direction Lee has sorted this out for me.

[Lee Vodafone Company Rep]

Hi specialbru,

 

Thanks ever so much for updating the thread with the great news that this matter has now been resolved.

 

All the best.

 

Lee

 

Web Relations Team

 

Vodafone UK

[kiptower]

great news SB

 

and of course many thanks to Lee once again

[Lee Vodafone Company Rep]

Thanks as always Kip.

 

Take care and enjoy your weekend.

 

Lee

 

Web Relations Team

 

Vodafone UK