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    • Attention BANKFODDER   Thank you for this. I am sorry you don't have time read everything. I find your comment about my letters being ineffectual is rude and condescending and discourages us (consumers) sharing our experiences, ideas views on this forum.  Which i thought was the point of this forum.     Concerning my letters, emails etc.  At the start of claim i like to fish, and also point out the relevant law.  The fishing helps and often i find process errors - which strengthens my legal claim.  Pointing out the legal basis and expected resolution of my claim early (and getting ignored), will help me increase the quantum. ie a failure to act reasonably. Which judges take very seriously. This is because both parties are expected to mitigate the others losses by working "reasonably" toward settling the dispute.    For example: Packlink wrote this - "Take into account that this type investigation requires the coordination of the different participants involved (driver, depot, warehouse, carrier's local offices), so it might be necessary to wait for a response from the different parties involved before being able to provide you with an answer" and said this can take up to 30 days. Hermes/Packlink responded in less than a day with standard copy and paste email.  Investigating the loss of a parcel is part of the service provided by Hermes/Packlink, and failure to do this with reasonable care skill is another breach of contract and strengthens my claim.    ***********   Lastly, i am interested to hear from others re the use of unfair contractual terms to discourage and put off valid contractual claims. Worse the fact they deliberately train their staff to believe this is law, and they happily mislead customers.  I have experienced this with Apple, Amazon, Hermes etc, etc. and it is getting worse, because helps to swell the companies profits. For consumers, it simply adds insult to injury.     I also believe misrepresenting the law to deprive others may be a criminal offence. If that is case, and others are getting as fed up as me as having take delinquent companies to law, to recover compensation, there may be an opportunity to get regulators involved.  For example ASA might be interested - because they are effectively trying to make you pay to cover yourself against the their breach of contracts.    Now if you want to help, please do so, otherwise let others contribute   Thank you       
    • What does the order that you posted in #46 say?   (I suspect that FTMDave may be suggesting that it would be preferable to have it all complete today so you don't have to run around like a headless chicken tomorrow.  I assume he has a day job that he has to do tomorrow).     Look simeon - I'm sorry, but how the hell would we know where they need to go?    I thought you had already sorted out the piling receipt and which attachment it was?    Where has the rubble truck come from and why haven't you mentioned it before?    Are the amounts for the rubble truck and the roofer already included in the £16577 you are claiming?  If they are, then haven't you already included them in your breakdown of the total and your attachments?  If they aren't already included and are still to be added in, then that means that you are claiming more than £16577.   I can't explain it any more simply than I have done already.  If you just cannot understand or assimilate what FTMDave and I are suggesting, then we really can't help you any further...     =================================================================================================   I would honestly suggest that you spend an hour re-reading and understanding some of the more important posts on this thread.   I think they are #105, #113, #120 and all the posts after #120.   THEN, you need to do what FTMDave suggests in #131 (having read and understood the posts noted above and reading #131 in the light of that understanding).   OK?  I'll look in after 5pm...
    • Afternoon    my three final bill is £35.78 i received a notification that the account on my credit report is settled. Surely it needs to be paid first before it’s settled
    • I did. But I have a problem with my laptop I think because it keeps using my info somewhere in the background even though I only ever use her name etc. I think it remembers me from an old case.    also, whenever I use the government gateway I get problems as it keeps using old logins from other people who I’ve helped in the past with tax returns. I’ve tried clearing cookies and  browsing history but it keeps happening. Eg I put in a gateway code and password but it shows as error because the password doesn’t match the code it’s decided to use. It’s driving me nuts. 
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Vodafone unfair default notice*resolved*


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I'm glad I found this site as hopefully I'll finally be able to solve a problem I've been having with Vodafone their system is unable to cope with. Looking at the sticky suggests posting here and sending a link through the Vodafone website might be able to help me.

 

In short, I'm contesting a default notice I have had placed on my account. I informed Vodafone I did not wish to continue the account and cancelled my direct debit when the contract ended, but have had a default notice added.

 

Timewise, things occured like this.

 

In November 2008 I bought a Mobile Broadband dongle off Vodafone's website, which I wished to use when I moved to a new address.

 

In December 2008 I tried to use it, only to find it didn't really work. It took about 10 minutes to download the Google home page and was completely useful. Most sites didn't load at all. I tried this on two computers in my house, and my flatmate's 02 dongle, to fnd the Vodafone worked properly on neither whilst the 02 worked on both. I tried the dongle in another part of the country to make sure it wasn't a coverage issue, only to find it never worked properly there either.

 

In December 2008 I contacted Vodafone within the 14 day web cancellation window. After 45 minutes on hold I gave up on trying to speak to someone and sent an e-mail explaining the situation and requesting to return it. This was met a couple of weeks later with an e-mail trying to sell me new packages rather than dealing with my request to cancel.

 

At the end of December 2008 I telephoned Vodafone, only to have a customer service person try to sell me further products. When I pointed out the website stated a 14 day return policy, which I was within, there should be no question of whether I could return a product that wasn't working. I was told another department would have to get back to me, so gave my details but never heard back again.

 

In early 2009 I had a personal problem with my back which required lots of rest and meant I had to prioritise what I was doing. Therefore, I decided to just give up on Vodafone, continue making the payment until my contract ended to avoid any more frustraitions from the customer service team.

 

I did not use the product at all during 2009, despite meeting my payment each month. This was due to me honouring my part of the agreement, even if Vodafone did not honour their part by failing to provide the product described and failing to honour mylegitimate requests to cancel.

 

In December 2009, as my 12-month contract had ended, I cancelled my direct debit and believed that as all I needed to do. I didn't contact customer services to check, given the earlier problems and frustriations in trying to cancel.

 

I believed as my correspondence from Vodafone ended everything was fine. However, I later found a ton of letters at my old flat regarding an outstanding bill. I realised that the issue wasn't Vodafone failing to send any letters, but that my Royal Mail redirection had ended and I hadn't changed my address.

 

Included in this mail was letters demanding instant payment or court action. I telephoned Vodafone at the earliest opportunity and found out that technically I hadn't cancelled so had to pay a month's rental, plus other costs. After your customer services department explained there was no way aroud it, I made a payment and was ensured all my dealings with Vodafone was over. I was not happy with being required to make a payment outside of the 12 month period, but was prepared to just to get rid of the problem. This payment seemed unfair given it was for failing to notify Vodafone I wished to cancel, when I had been doing that very thing a year earlier. This was approximately April/May 2010.

 

However, I noticed a default notice was placed onto my credit record with Equifax. I wrote to Vodafone contesting this in June 2010, but never received a reply.

 

I telephoned Vodafone about this in October 2010, being told it was difficult to find the correct person to speak to about a default notice and someone would call me back. They never.

 

I telephoned Vodapfone three times in December 2010, being told on each occassion they were unable to find my account on their records. I provided my account number (the one displayed on Equifax and a solicitors letter) and my postcode but Vodafone were unable to identify my account. I was told there was nothing they could do to address the situation.

 

Therefore, I'm hopeful this approach will work. I am contesting why a default notice has been placed on my account for three reasons.

 

Firstly, I intended to cancel the agreement in December 2008 and was unable to due to Vodafone's inability to deal with my request. The account should have existed in December 2009/January 2010 to have been defaulted.

 

Secondly, I dispute the fact the account was not cancelled with at least 30 days notice, whichwhy I was expected to make the payment which was defaulted. I actually give over 11 months notice since I had told Vodafone in December 2008 I wished to terminate the agreement.

 

Thirdly, I undertook a 12 month contract with Vodafone for a service they did not provide. I made all 12 of my payments, despite not using the product for the final 11 months (something which should be confirmed by the monthly statements). I met the terms of the credit agreement despite the product not being as described. I feel providing a default notice on an account when I made the additional payment at the earliest possibility I knew about it is unjust.

 

I am not contesting the money I have paid as I do not deny I could have complained earlier about the inability of Vodafone to cancel my account when requested. But I feel it is fair to appeal about the default notice being placed on my account, since I paid for a service I wasn't using during the lifetime of the contract. The problem would have been resolved had Vodafone held a customer services department which listened to me rather than tried to sell products and encourage me to avoid contacting them again. Therefore, I feel Vodafone are responsible for the reason the additional payment was needed, and therefore a default notice is unfair.

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Can I ask, did you follow this advice?

Hi
CAG
link31.gif
members,

 

We thought it would be nice to introduce ourselves and to assure you all that our presence on
CAG
link31.gif
is with the very best of intentions.

vodafone
link3.gif
UK has recently introduced a dedicated Web Relations Team which is keen to seek out customers who’re having difficulties with their accounts and feel that they have no other place to turn to than CAG and other consumer forums and blogs.

Naturally, it’s not possible for us to help directly with account specific queries on CAG and as such we would encourage those members who feel we can help them to contact us privately and securely using the ‘Contact us’ form on the Vodafone website with your account details.

https://help.vodafone.co.uk/system/s...PARTITION_ID=1

 

When emailing us we would also ask that you either provide us with a link to your post or thread – if you’ve posted in another member’s thread please also provide your CAG username so that we can check what your query is – and state the code WRT135 within the body of your email to make sure it comes through to us.As soon as we’ve received your email we’ll endeavour to get back to you as quickly as possible.

 

Many thanks

 

Web Relations Team

Vodafone UK
.

CAG members contacting us, add the code WRT135 in the subject line in order ensure that email gets routed into our queue.

If so, update this thread with the automatic reply you get and someone will look into this soon.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

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I sent an e-mail using the Vodafone website with the not-so-secret code in it, so hopefully I'll get a response sometime soon. Guessing it will take a few days with the Bank Holiday and the usual backlogs companies get at this time of year.

 

Hello,

Thanks for contacting the Vodafone eForum and Web Relations Team.

This is an auto-response to let you know we’ve received your email and will be contacting you within 48 hours.

Here are some useful ways of contacting us with any queries you may have:

– online help for hundreds of queries ranging from price plans, using your phone at home and abroad and using our exciting range of music, news and entertainment services

If you’re having problems paying your bills and need help please call us on 08700 725 625

If your phone has been lost or stolen please call us straight away on the numbers below for a bar to be placed on your account

If you’re a Pay Monthly customer:

 

  • Calling from the UK 08700 700 191
  • Calling from abroad 0044 7836 191 191

Alternatively, If you’re a Pay As You Go customer:

 

  • Calling from the UK 08700 776 655
  • Calling from abroad 0044 7836 191 919

For future reference, here are the ways you can seek help from the team:

– seek technical help from the eForum community or help other customers with your own knowledge

– quick, snappy answers to general queries whilst you’re on the move

– follow us for exclusive offers or tweet us if you’d like help when joining or upgrading with Vodafone

– the perfect place to see all the latest news and offers from Vodafone UK, as well as great competitions

Thanks

Vodafone eForum and Web Relations Team

Note: Links removed from the message as this site won't let me submit them as I'm a new user.

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When will Vodafone Customer Services start getting things right? (Rhetorical question)

 

This thread should never have to appear on CAG! We are seeing this sort of problem time and time again and (as far as I can see) it's only the excellent web team that manage to sort things out.

 

Give the web team some time to come back to you but in the meantime, have a look at the Information Commissioners guidance leaflet HERE and see if it has any relevance to your case. Make sure you post up the automated reference number

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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Yeah, I wasn't clear there re-reading my post :p do you have a 7 digit reference number on their reply? (maybe in the subject line?) post that in this thread please so the webteam can locate your details.

 

Silverfox, I don't think Vodafone are any worse than the others (in fact, in a recent poll they came out tops), it's just when you google Vodafone problems CAG is pretty high on the rankings as there are so many Vodafone problems resolved thanks to the webteam.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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Fair comment but when peeps google VF and CAG comes up with problems, I would have thought that would put peeps off from joining VF

I think a selection of posts ought to be projected around the customer services offices to show how complaints should be dealt with.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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yeah, was my fault, sorry stirlingdave :oops:. Thats the magic number.

 

Silverfox, if you the fact that the Vodafone threads are popular viewing, combined with the sucess ratio probably won't put people off, and may actually show that Vodafone do have some people that will listen fairly and fight for the consumer rather than just take the stance "we've done everything legal, so tough luck" like some providers do. Also, you will most likely find older posts, so as the Vodafone Webteam have such a high sucess ratio, the chances are it'll be something that can and has been sorted. google "Vodafone debt collection" and you come across this thread here so it won't be the condemning thread that it would for some of the other providers.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

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Sorry, misunderstood the earlier message (and did wonder why the text of a generic e-mail would be of interest).

 

The subject line in the reply from Vodafone is:

 

Re: WRT135 Customer Action Group default thread [#5279919]

 

Hi stirlingdave,

 

I'm sorry to hear about your experience here but can assure you that now you're in touch with us this will be investigated further and we'll get back to you as soon as we can.

 

In the meantime, it's worthwhile clarifying that cancellation is usually only accepted in writing once the penultimate month of the agreement has been fulfilled. Further to this, cancellation of a Direct Debit wouldn't constitute cancellation of the account.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

 

 

 

 

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For reference, I've now had an 'I'm on the case' e-mail from Lee:

 

Hi Dave,

Thanks for coming back to me and further to my reply on the Consumer Action Group Forum.

I've now referred your case for further review and as soon as I have an update I'll get back in touch with you.

Kind regards,

Lee

Web Relations Team

Vodafone UK

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Thank you for the update :) Sure it won't be long before you have a response :)

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

C.A.G. Toolbar

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  • 4 weeks later...

Good news. This has all been sorted out and the default notice has been removed.

 

I got the confirmation e-mail on 17th January and the default was off my credit record immediately. Sorry I've not updated this sooner - I had intended to when I got home from work but seem to have forgotten to.

 

Hi Dave,

Further to my email of 4th January.

Following a further review of your case I'm pleased to confirm that action has now been taken to remove all adverse information relating to the above airtime account from your credit file as a goodwill gesture.

Once you've been able to verify that the above action has been taken could you update your thread on the Consumer Action Group Forum to confirm that your case has been resolved?

Kind regards,

Lee

Web Relations Team

Vodafone UK

 

Many thanks to Lee for sorting this out for me. It's good to know there is someone within Vodafone who can deal efficiently with those fiddly problems which fall down the cracks.

 

Thanks as well to this forum - without finding the Vodafone threads on here I would never have found this solution, so many thanks for that.

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I will take great pleasure in marking this thread *resolved* and put a link in the successes forum

 

Well done to you for sticking with it and well done to Lee for doing what customer services can't seem to do

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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Good news. This has all been sorted out and the default notice has been removed.

 

I got the confirmation e-mail on 17th January and the default was off my credit record immediately. Sorry I've not updated this sooner - I had intended to when I got home from work but seem to have forgotten to.

 

Many thanks to Lee for sorting this out for me. It's good to know there is someone within Vodafone who can deal efficiently with those fiddly problems which fall down the cracks.

 

Thanks as well to this forum - without finding the Vodafone threads on here I would never have found this solution, so many thanks for that.

 

You're more than welcome stirlingdave.

 

I'm pleased that we've been able to get this one resolved for you.

 

Take care and if I can be of any further assistance in the future just let me know.

I will take great pleasure in marking this thread *resolved* and put a link in the successes forum

 

Well done to you for sticking with it and well done to Lee for doing what customer services can't seem to do

 

Thanks Silverfox - it's a pleasure as always.

 

Best wishes,

 

Lee

 

Web Relations Team

 

Vodafone UK

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Good to read that all has been sorted.

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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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