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don007

Vodafone Fobbing Me Off***Concluded***

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This is the letter i wrote to Vodafone on 29/6/10:

 

 

 

My phone got damaged on the weekend when I was crossing the road it fell out of my pocket and was run over by a car and was completely broken in pieces, where the only thing i could salvage was the sim card. When I phoned Vodafone I was told that I did not have insurance but when I took out the contract I had insurance and was given 14 days to cancel if I wanted to, I did not cancel it. Your member of staff told me it was cancelled 3 months after my contract had started. Can you please explain why my insurance was cancelled and I was not notified. And I had not cancelled it either.

I have attached a copy of my contract highlighting that I am supposed to have insurance.

I had insurance for my phone but because of someone in your company cancelling it this has left me with no phone insurance and no phone because of your mistake.

E.g. If I had lost my phone and someone used I would have to pay from my pocket because of someone in your company cancelling my insurance without my permission. I would therefore like a handset to use till my current contract runs out as this was not my fault and now I have been left with no phone. And now I have to borrow someone’s phone just to get by.

I hope that someone can contact me with regards to this matter and can resolve it as soon as possible. I am very disappointed with the way this matter has been handled. I look forward to hearing from you soon.

Yours Sincerely

 

VODAFONE REPLY

I received an email asking me to call them. I called them and instead of giving me a replacement handset , they are asking me to renew my contract for another 18 mnonths which i dont see why when it is someone from their end who has made the mistake. PLease can someone help i dont know what i should do.:mad:

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Hi,

I'm afraid I can't help but I do know a man who can.

 

Lee is the CAG's resident Vodafone rep and he has been helpful in some cases.

 

No promises but give him a go. Follow this link.

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html#post2343770

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Hi, don007.

 

Responding to your reported post, if you send an e-mail found on the 2nd post on the 'link' silverfox has provided.

 

You should get a responce from Vodafone.

 

Regards.

 

Scott.

Edited by maroondevo52
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You would be mistaken in believing you had insurance unless you had verification it existed - for example, a policy document rxplaining ther T&C's excesses and what is or is not covered. Also relevantg is how much you were paying for it.

 

Often, companies will provide 'free' insurance for an introductory period, giving you time to get used to your purchase and then get round to renewing or extending it. Since you don;t explain how much you paid for the policy, it does sound as though there was none active at the time you suffered the loss.

 

As we do find, Vodafone are not good at resolving customer complaints when made directly, they require an additional level of customer care by policing forums such as these to provide them with a 'second chance' at resolving issues, but notwithstanding this - assuming the answer is the same, it will still fall to you to provide proof a policy was in existance, so that a refusal can be challenged.

 

Without a policy, or without payment, it would appear that you'll have to fund the replacement yourself.

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I have already emailed them and spoken to them. They want me to take out a new 18 month contract with them just to get a replacement handset which i dont see why i should take a new contract for someone elses mistake in cancelling my insurance. The only other thing they offered was a cheap 6303 worth £20 when i had an N900. I am putting this up for everyone to see what happens when Vodafone get it wrong-they dont want to admit their mistake. But If we get it wrong then we have have to pay for it.

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You would be mistaken in believing you had insurance unless you had verification it existed - for example, a policy document rxplaining ther T&C's excesses and what is or is not covered. Also relevantg is how much you were paying for it.

 

Often, companies will provide 'free' insurance for an introductory period, giving you time to get used to your purchase and then get round to renewing or extending it. Since you don;t explain how much you paid for the policy, it does sound as though there was none active at the time you suffered the loss.

 

As we do find, Vodafone are not good at resolving customer complaints when made directly, they require an additional level of customer care by policing forums such as these to provide them with a 'second chance' at resolving issues, but notwithstanding this - assuming the answer is the same, it will still fall to you to provide proof a policy was in existance, so that a refusal can be challenged.

 

Without a policy, or without payment, it would appear that you'll have to fund the replacement yourself.

I do have a proof a copy the send when i renewd my contract i have even posted them the copy m8

thx for your reply m8

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don,

 

follow the link as posted before, contact them as detailed and they will get back to you, lee on the team has resolved many problems for CAG members

 

http://www.consumeractiongroup.co.uk/forum/telecoms-mobile-fixed-internet/213340-vodafone-webteam-customers-problems.html#post2343770

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No, not that. You need proof that you were benefiting or paying for insurance. A contract on it's own cannot provide this.

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when I took out the contract I had insurance and was given 14 days to cancel if I wanted to, I did not cancel it

vodfone staff told me it was cancelled 3 months after my contract had started the dont know why

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Hi don007,

 

Naturally, it'll be difficult for me to determine what's happened here without being able to check your account.

 

To enable me to do this could you email your details as suggested above and once you've sent it update the thread with the reference you'll get when you receive our automated reply?

 

Kind regards and I look forward to hearing from you again soon.

 

Lee

 

Web Relations Team

 

Vodafone UK

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EMAIL FROM VODA:

 

We have received your email of complaint , please call us direct on 08704 500 005 for a resolution.

 

Kind Regards

 

Customer Relations

 

 

new update REF 217551970

 

i phoned them they said they cannot give me a replacement handset but i can cancel my contract if i want to. Or i should renew my contract for 18 months its only then i can get a handset, this is not fair as they have made the mistake they will not admit to it but if its the customer who has made a mistake then they want us to pay for it. They are behaving in such a manner despite being with them for 8 years

 

Can someone help in what to do next.

Edited by don007
ac update

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Hi don007,

 

Naturally, it'll be difficult for me to determine what's happened here without being able to check your account.

 

To enable me to do this could you email your details as suggested above and once you've sent it update the thread with the reference you'll get when you receive our automated reply?

 

Kind regards and I look forward to hearing from you again soon.

 

Lee

 

Web Relations Team

 

 

 

my ac is: 217551970 u can look up and let me know

Edited by don007
ac

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My point Don, is that you need proof that a Policy was in force in order to claim on it. You need a document that explicity states insurance was in 'force'. Many firms offer teaser trials, that need to be turned into or converted to a paid service. If you don't pay, you don't get - so without this VF will be in the clear.

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Hi don007,

 

Thanks for coming back to me.

 

While it's not the preferred method for customers to provide me with their details I'll get this look into further and will come back to you as soon as I can.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

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I do have the contract copy and looking at my bills now i have been billed for insurance in 2 to 3 bills and then it has been stopped. As i pay by direct debit i dont look at the bills. According to the copy of contract i have it has been clearly stated that if i dont cancel within 14 days it will automaically carry on. Suprisingly they billed me for 2 to 3 months and stopped and now they are blaming changes in price plan

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Hi don007,

 

Thanks for coming back to me.

 

While it's not the preferred method for customers to provide me with their details I'll get this look into further and will come back to you as soon as I can.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

you did not get back to me did u check?

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Hi don007,

 

Just a quick an update to let you know that I've got your email and I'll be getting back to you within the next twenty-four hours.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Hi don007,

 

Just a quick an update to let you know that I've got your email and I'll be getting back to you within the next twenty-four hours.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

thx i hope you can do something i just phoned tradeingstands ref 3077365 the have asked me to go to the office to see what the

can do for me but i will wait fo your reply befor i go to ther office

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If Trading Standards are aware that Vodafone are currently looking into things,they are likely to ask you to await the outcome of this.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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If Trading Standards are aware that Vodafone are currently looking into things,they are likely to ask you to await the outcome of this.

thx for your reply m8

i phoned them they said they cannot give me a replacement handset but i can cancel my contract if i want to. Or i should renew my contract for 18 months its only then i can get a handset

the even sent me the pac code for it so what does it tel me

that is why I phoned Trading Standards for help

then LEE from vodafone replyed and said to give him 24 hrs m8 lates see what he can do for me

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Yes I gathered.

Hopefully this will be your last port of call on the matter.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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update

 

lee from vodafone called he said coz i used few handsets befor useing the n900 then my inusrane is void what i think is just one way of getting out of it but anyway the have given me the pac code i will be moveing on;)

 

just to say thxs to the gourp for all your help thx :lol:

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Ok thanks for updating.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hi don007,

 

While I can understand your unhappiness at the outcome here essentially the Terms and Conditions of our Cover Me insurance policy do need to be adhered to.

 

As you'll recall from our conversation yesterday I did fully explain why we wouldn't be able to replace the N900 under the same conditions of a claim having being made and accepted.

 

While it's a shame to hear that you'll be leaving us I wish you all the best with your next provider.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Thanks for interventions Lee.

Its fair to say that although you wasnt able to get the result that was desirable to the member here,nevertheless the issues were looked at and theres been an acceptance of the outcome.

Therefore will mark this as a concluded case.Thanks again.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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