vodafone & refused phone delivery charge on bill

[fletch70]

Can i just check before i go into battle. Under the DSR am i entitled to a refund of delivery costs.

 

I ordered a phone from Vodafone but rejected it at the door as i saw sense and decided i couldn't afford it (would have been a big upgrade.) I have seen on my bill that there is a delivery charge, so before i call them i just want to check.

[Lee Vodafone Company Rep]

Hi fletch70,

 

Having done a little research I can confirm that DSR would entitle you to a refund of the delivery charges billed.

 

In the event that you require any further assistance you're welcome to email me via the Contact us form here quoting the code WRT135 - CAG Forum in the subject line.

 

Once sent you'll received an automated reply with a reference number. To ensure that it reaches me could you update the thread with this and I'll get back to you as soon as possible?

 

Kind regards,

 

Lee

 

Web Relations Team

 

Vodafone UK

[fletch70]

Well it seems I am not the only one to be ready to kick vodafone to the kerb.

 

This is the second time they have screwed up my DD, last time which was only a few months ago they failed to take the payment for 2 months and then took three months at once.

 

This time they didn't take last months so now its two months due

 

Finally, I have been updating my email for many months now , the right email shows in my account but they still send me billing notification to my old email, I have spoken to them several times and they just can not get it right. What is going on with them?

[silverfox1961]

Well it seems I am not the only one to be ready to kick vodafone to the kerb.

 

This is the second time they have screwed up my DD, last time which was only a few months ago they failed to take the payment for 2 months and then took three months at once.

 

This time they didn't take last months so now its two months due

 

Finally, I have been updating my email for many months now , the right email shows in my account but they still send me billing notification to my old email, I have spoken to them several times and they just can not get it right. What is going on with them?

Simple answer. they are useless!

 

Long answer. they have updated their systems and it has seriously screwed things up for them. Even the simplest task is beyond the skills of the most experienced CS rep

[fletch70]

Thanks Silverfox

 

I am guessing that you are correct

 

It really does defy belief , I have been a vodafone customer for well over 16 years and even the most simple request to change an email is beyond them.

 

My problem is, I do not want to have to fight them for charges if I cancel my contract so I am really looking at the right way to do it

[silverfox1961]

If you are still in contract then you would need to get their agreement to leave. The likely route to getting that is by a Formal Complaint.

 

If you are out of contract, give them a months notice and a request for a PAC code if you intend to use your number again. The use of the PAC code must be within 30 days otherwise VF will stop the cancellation and you will continue to be a customer.

If you do successfully leave, keep your direct debit going for a couple of months as there will no doubt be some call charges to pay.

[fletch70]

Well emails sent to ceo and customer services director

[fletch70]

http://www.ceoemail.com/s.php?id=b-6646882&k=57169539&c=Vodafone%20UK%20Director%20of%20Customer%20Services%20and%20Operations

 

That is a link to the customer services director

 

This is a link to the CEO mail with the CEO's email on

http://www.ceoemail.com/index4.php

[fletch70]

Well Vodafone strike again

 

Posting on behalf of my OH in the hope that Lee can sort something out

 

OH on contract with talk mobile

Friday 30th contacted them about an upgrade - arranged , phone to be delivered by DPD on Monday

 

Monday received txt saying phone would be delivered between 11.30 and 12.30 - when 12.30 came I tracked it to find there had been a problem

 

Phoned DPD to be told wrong address (but right postcode) on parcel

 

Contacted VF who said yes sorted out would be delivered tomorrow

 

Tuesday nothing happened , phoned again , firstly got put through to a really rude woman called Jaing ( who wanted to know why we wanted her name!) then put through to retentions in S Yorkshire who promised faithfully the address had been changed and it would be delivered today . Also arranged a credit

 

Today - no message so checked tracking to be told going back to sender

 

Phoned - told it was the wrong address ( same one as before)

 

Phoned VF again, promised a call back within an hour or two

 

Still waiting

 

Hoping either Lee or the company sort this out otherwise it will be offski

 

To add to it I have just renewed on an all singing all dancing £50 a month contract but still within my cooling off period so maybe we will both be off to BT or 3

[fkofilee]

Lee wont as hes not on the forum anymore...

 

[email protected]

[fletch70]

I realised after I posted.

 

Thanks

[BankFodder]

Lee doesn't come here any more. The Vodafone customer service rep function on here became worse than useless and we kicked them off.

 

We don't notice any difference.

 

You've been here since 2012 so I'm sure that you have implemented our customer services guide advice and you have been recording your course. This means that you have got full evidence of all the phone conversations that you have had with Vodafone and so to that extent, you are protected.

 

You say that if it isn't sorted then you will be off – but I'm afraid that with people like Vodafone it isn't that easy. They may not be very good at getting the phone to you but they will be good at hounding you and blighting your credit file and generally smash out your life because they will refuse to admit that anything has gone wrong.

 

I think you need to protect yourself by putting in writing – in addition to the telephone recordings that you have – send them a recorded delivery cancelling the contract as they have not been able to get the phone to you. Make sure that you keep evidence of the delivery of the letter and make sure you keep a copy.

 

Also, if you have set up a direct debit then you should cancel immediately – inform Vodafone that this is what you're doing.

 

I'm afraid it should be as easy as that – I'm afraid that it is likely that it will be much more difficult.

 

There is absently no doubt that the contract does not become effective until the phone is properly delivered. Vodafone are in breach.

[fletch70]

Hi

 

Lee had been able to sort problems out for me in the past- i found him very helpful. Shame, from my POV he has gone