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    • I had exactly the same issues.   Grossly over estimated bills from January onwards.  Despite what they claim, they are effectively taking an interest free loan from their customer base to keep the company in business.   They can dress it up how they like.  It’s irrelevant if they reconcile the bills the following month because they just over bill again thus keeping a rolling interest free loan.   it took two months of constant badgering to be finally moved to a fixed DD.   Once that was done I didn’t care how much they over-estimated by.   I had raised a query with the ombudsman over the billing fiasco and they readied a complaint should I wish to proceed.   I thought everything was sorted until May/June whereby I was allegedly more in debt then I was expecting to the tune of an extra months DD.   On querying it, it transpired that even though I was on a fixed monthly DD, because the bill was generated less than 5 days before the DD was due to be taken they didn’t take the DD.   They offered £5 compensation by way of apology but wanted to take two months DD in June.  I told them where to get off.   With appalling customer service,  bills that you need a Maths degree to follow, and I do have one and still struggled, inability to follow through on any agreements, constant gross over-estimation, the missed DD was the final straw and I proceeded with complaint to ombudsman.   Prior to getting to that stage I had to quote Symbio’s own complaints procedure to them to get any sort of response.   Their final offer to me was £25 goodwill and to waive an exit fee. The offer was derisory given the time it had taken to get things sorted and the continuing ineptitude.  Also, the whole thing has dragged on so long (5 months) I was already in the final 49 days of my contract and therefore there were no exit fees to pay and therefore nothing to waive.   Anyway, upshot is, ombudsman found in my favour.  Ordered an apology and a goodwill payment. Symbio appealed but were told the decision stood.   This week I received the goodwill payment.   I promptly left an honest and truthful review on trustpilot.   The next morning I received an email from Symbio with an apology.   This was followed an hour later with an email from trustpilot saying Symbio had replied to the review.  On reading the response they have accused me of not following procedure and of cyber bullying.   The company is a complete joke.
    • why not simply tell you supplier they have the wrong meter number you been paying for usage , and ofcourse you can view this online too so its not as if you'll owe anything you might get a nice surprise and find you are owed a refund.
    • The world of ballroom dancing went online to cope with the pandemic restrictions, but what does the future hold? View the full article
    • I would add, many companies have done everything possible to manage and carry on in difficult Covid19 circumstances to supply customers with what they need.   Continually making excuses for delays is not what I'd want from an installer and maybe the £100 deposit is not so important.   Get this deposit back if you can but, more importantly, find a local installer recommended by family or friends to carry out the works.
    • Hello all,   I hope you can assist me, as I am quite lost and confused at the moment.   Two years ago I moved to my actual flat. Throughout this time I have been with EDF first and now EON. When I moved in, my landlord didn't quite know which one was my meter and I picked the one that I believed was mine (now reading you I know I should have done a burner test..). During this time, I have been paying my bills and submitting the numbers that I believed mine, which actually agreed with my consuming patterns.   Today, all the meters appeared with numbers, but the one next to the one that I was using, which appeared with a different flat number. As you might have guessed, none of them had my flat number. I have just made the test and it looks like that one may be mine.   Now, how should I proceed? I have been paying bills is not like I wanted to avoid paying, but clearly there has been an issue. Could you please advice me on how to proceed?   Lastly, in terms of meter serial number, the one that I was using matches my bill and I guess my neighbor bill. The additional doubt I have is, who is paying for my meter and why are they still providing me with gas if no one is paying the one that seems to be my real meter.   Many thanks!    
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    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
       
      We had a 10yr  finance contract for a boiler fitted July 2015.
       
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
       
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
       
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
       
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
       
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
       
      You only have to look at TrustPilot to get an idea of what this company is like.
       
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
       
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
       
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
       
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
       
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
       
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
       
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
       
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
       
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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Hello,

I took out a two year contract with Vodafone when ended in June. I rang Vodafone to give my 30 days notice that I would not be renewing, as I was going to get the new iPhone in October and so would start another contract then. I explained this to the rep and he suggested a 12 month contract which I could cancel when the phone came out - I assumed it was a 30 day rolling contract.

Turns out it wasn't, so when I came to cancel in October, I was told I'd need to pay each month until June 2013. As miffed as I was, I agreed so cancelled the contract and direct debit, and was told I would receive my final invoice in the post.

 

No letters were received in October but at the beginning of this month, I received a letter for over £300 (at least double the amount my contract would have been). I contacted Vodafone who admitted the error and my new bill would be £150, they would send the invoice. No letter came. I contacted Vodafone about a week ago to chase it up and repeatedly asked for an invoice. The rep sent me this email:

'>From Vodafone, Just to confirm the outstanding balance on the account is 149.00. Vodafone Customer Services'

 

There was no name in the email, no customer ref, no account number and no means of paying. As we'd talked about sending a letter I assumed this would follow. A few days ago a letter from a debt collection agency arrived for the amount of £175 with the usual threats.

 

I am happy to pay the £150, I was happy to do that two months ago providing I had an invoice. I'm only 22 and at university so would be extremely annoyed if this was on my credit file. If it is, I will be demanding its removal.

I'll contact the web team and keep you all updated.

 

Thanks

Edited by ASupertramp
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Don't worry, Lee from Vodafone will be able to sort this mess out.

 

You don't owe anything, this was missold and will be easily defended if it were needed, but I ma very confident the Voda rep will be able to get this sorted for you.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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Don't worry, Lee from Vodafone will be able to sort this mess out.

 

You don't owe anything, this was missold and will be easily defended if it were needed, but I ma very confident the Voda rep will be able to get this sorted for you.

 

Thanks for the reply. I originally (when I went to cancel in October) thought it was missold but it seems Vodafone cannot offer rolling contracts over the phone and it was due to my assumptions, based on the conversation about buying the new iPhone, that this new 12 month contract was rolling, the rep never explicitly agreed. Basically, it was my own fault for not doing enough due diligence.

The issue is this £150 and lack of the invoice. Had they sent me the correct letter at the beginning, it would have been paid immediately, I've yet to have written confirmation other than this debt collection letter.

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I did have the link for the Voda rep. Lee. But have lost the bookmark, I absolutely guarantee that he will be able to put this to bed for you once and for all, don't even give it a second thought, if you get no response in a couple of days bump this thread and I'll alert the site team to get him on board.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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I did have the link for the Voda rep. Lee.

 

:)

 

Hi CAG members,

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

vodafone 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 at customer.care@help.vodafo ne.co.uk quoting ‘WRT135 – CAG Forum’ in the subject line to ensure that it reaches the Web Relations Team.

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.

 
 

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

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the email address doesn't copy and paste so well....

 

It's customer.care@help.vodafone.co.uk

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Just wanted to add that I've contacted the Debt&Revenue Services to inform them that I have disputed the payment and got the rudest and most obnoxious person on the phone who gave me an earbashing about how it's now their debt and he couldn't care less if I've contacted Vodafone.

 

Edit: Can someone please confirm that I should have received a default notification letter? In fact, should I have received any letters before it was passed onto the DCA? (The only letter I have from Vodafone is the £300 one)

 

Second edit: Just checked my credit rating and Vodafone have put on a balance of £301!! They've even admitted this isn't the correct amount!

Edited by ASupertramp
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Just wanted to add that I've contacted the Debt&Revenue Services to inform them that I have disputed the payment and got the rudest and most obnoxious person on the phone who gave me an earbashing about how it's now their debt and he couldn't care less if I've contacted Vodafone!

 

This is why the advice is to never deal with financial matters over the phone, especially when it has been passed to a useless debt collector, the little child you had giving you an earbashing on the phone, has only just moved from flipping burgers, to a desk with a phone and a script to read from.

 

Ignore them, your not in dispute with them, your in dispute with Voda, the sooner they (DCA) realise they're ineffective and your not the slightest bit bothered by them then the sooner they will jog on.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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This is why the advice is to never deal with financial matters over the phone, especially when it has been passed to a useless debt collector, the little child you had giving you an earbashing on the phone, has only just moved from flipping burgers, to a desk with a phone and a script to read from.

 

Ignore them, your not in dispute with them, your in dispute with Voda, the sooner they (DCA) realise they're ineffective and your not the slightest bit bothered by them then the sooner they will jog on.

 

Yeah I shouldn't have rang and have ignored them since.

Does anyone know how long it takes before Lee looks into this and logs that I've made this complaint - I'm only wondering as I feel like by not paying and if Vodafone don't know I'm kicking up a fuss, the penalties will get worse?

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Does anyone know how long it takes before Lee looks into this

 

 

Hi,

 

Lee is normally online frequently, not been on since the 21st so would think he'll be on within the next few days.

I've sent him a pm to alert him to this thread.

 
 

Any advice I give is honest and in good faith.:)

If in doubt, you should seek the opinion of a Qualified Professional.

If you can, please donate to this site.

Help keep it up and active, helping people like you.

If you no longer require help, please do what you can to help others

RIP: Rooster-UK - MARTIN3030 - cerberusalert

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Hi,

 

Lee is normally online frequently, not been on since the 21st so would think he'll be on within the next few days.

I've sent him a pm to alert him to this thread.

 

Thank you, I appreciate the help.

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Well after a lengthy phone call today, starting with customer services, then Credit&Collections I was finally able to get this solved. Apparently they will be removing the credit score asap.

 

However, it's now cost me around £20 in phone call cost to contact Vodafone, is there a way I can claim this back. It's bad enough I've had to chase them up about this, let alone having to pay for it.

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Unlikely I would have thought, although spending a score to get your credit file rectified may well be worth it, however, as this was again all done over the phone and you have no evidence of the content of the conversation, (unless of course you recorded it) then wait and see if if they can actually stick to their word.

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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Hi ASupertramp,

 

It's good to see that help was at hand while I've been away.

 

Whilst I can see that some progress has been there appears to be an outstanding issue concerning your credit file and so I'll get this followed up and get back to you as soon as possible.

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

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