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Vodafone refuse hospilised and sick people a change in contract


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I have recently been very unwell and in hospital and was unable to cancel my upgraded Vodafone contract within the specified 14 days of renewal on the 12 January, 2015. I phoned Vodafone today to explain the situation and was shocked to find out that they have no process to deal with such situations and I am tied into an 18 month contract, despite the fact that I am unwell, can no longer work and quite frankly am unable to pay the tariff I am locked into. I asked for them to reduce the tariff and the only reply I could get was 'You are outside the 14 days of terms and conditions'. I asked if they had an appeal process by which I could explain my situation and support this with medical evidence. The reply was' You are outside the 14 days of terms and conditions'. I explained that I had not set up or even put the sim card into the new iphone5 they had sent me and I was perfectly happy to return the phone as long as they could reduce my tariff. The answer I got was 'You are outside the 14 days of terms and conditions'

I asked to speak to a manager to discuss this - the answer I got was 'No mangers do not discuss these issues - you are outside the 14 days of terms and conditions.

This is outrageous with a company as large as Vodafone that they have no system or support or flexibly

for extenuating circumstances such as myself and I am sure other people.

I have been advised that Lee the Vodafone rep should be able to advise me on how to move forward from the dreadful situation as I am unable to pay the current tariff and quite frankly am stressed enough with illness without this extra, totally unreasonable response and behaviour from Vodafone.

I am currently working with Stepchange Debt Management Charity, so will ask if they have any advise on how to move forward.

Please can you advise?

Edited by Littlepetal
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Hi and welcome to CAG


You would think that with all the staff VF have, there would be at least one ounce of common sense between them but then again, you are dealing with the phone drones who have no idea what to do should a question not appear on their script.


As it is, we have a pretty decent rep here who may be able to assist.




The web team are quite good at resolving issues so click on the link above and follow the instructions--to the letter-- then post up here the auto reply number so that tthe team can find your email


Stay off the phone to the normal customer services and when you get some response from VF update us please.

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I had an issue with Vodafone last year and my MP wrote to the Chairman of Vodafone. It was a different issue but all charges were immediately dropped and so you could try your MP under the circumstances? I assume you simply want to step your contract down to a lower tariff? Doesn't seem unreasonable if you can't afford the higher one as it doesn't sound like you're actually asking to be released?


I also know of the work StepChange do, I helped a friend last year who had come across hard times and they were brilliant at managing some pretty big players in the CC world and so should imagine that they'd know how to approach this, either with the help of Vodafone or otherwise. They're the experts!


Seems like a bit of a no brainer to me: Vodafone reduce your contracted tariff, you pay, everyones happy vs long drawn out discussions about how they'll take you to the debt collectors if you don't pay and ruin your credit rating. I don't mean to be rude here, but if you're working with Stepchange already, you probably don't have a good credit rating anyway and so this wouldn't be such a big problem for you as it would some people. Although correct me if I'm wrong!



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