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    • yep did warn of this before.   let it run they'll sell it on.  
    • Update from FOS. They have sided with Tesco Bank. Their main reasoning for this is due to "floor limit's"   Thee statement the FOS put is as follows: "Regardless of who the retailer is, it’s not unusual for stores to have the aforementioned ‘floor limit’ in place. And if the store doesn’t request authorisation from Tesco for the transaction to be approved then it doesn’t have the opportunity to decline it, and once the transaction goes through Tesco has an obligation to pay that amount even if it takes the consumer over the agreed limit.   So based on the information that I currently have I can’t find that Tesco’s done anything wrong because it’s correctly applied the over limit charges as per the terms and condition of the credit card.   And while these same terms and conditions state Tesco has the ability to stop transactions and prevent consumers going over their limit, again this is only possible if the retailer requests authorisation for the transaction.   But there’s also no obligation on the business to stop these transactions, the terms and conditions say that it can or may stop them but don’t state that they will.   It’s important to remember that ultimately it’s always the consumer’s responsibility to manage their account and make sure that they stay within the agreed credit limit. It’s not the business’ responsibility to manage the consumer’s account for them and stop them from going over the limit."   If all merchants have floor limits then what's to say for example Currys having a floor limit of £500 and someone with a credit limit less that £500, does this mean the transaction goes through?   It seems like this so called floor limit is an excuse for Tesco's to make money.
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

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Been having problems with Vodafone all year - they just get worse and worse! I called in Feb to report poor network coverage. They assured me it was just 4G upgrades and would be over soon. They promised that once the maintenance was finished they would refund my monthly tariff, back dated to when the problems started.

 

In March, I was still having problems (ironically even the call to complain failed from my mobile as I had no signal!). Same story but conveniently they had no record of my previous call and compensation promise. However they offered £15 goodwill and a months tariff. Pretty poor considering I had only been able to communicate via imessage / whatsapp (anything using wireless but not Vodafone's line!) 90% of the time since December.

 

In May I had had enough and with my contract up in June I called to discuss leaving. The representative I spoke to gave me my PAC code and explained that it's activation would be the start of a 30 day notice period. We agreed this would work fine as my contract was up on 6th June. I passed this code to my new supplier on 9th May and they activated it on 12th May.

 

An subsequent online chat with another rep after this was the most dreadful customer service experience of my life! He was rude, sarcastic and unhelpful. I had got in touch again as my credits had not been activated. He agreed to arrange these then he also then told me I would have early termination fees added to my final bill! After 2 hours (!) online chat, he and a superior assured me that this would be waived due to the advice their other colleague had given me.

 

So, obviously, on Sunday I received a bill including termination fees. A phonecall got me nowhere. The rep (again conveniently) could not see the online chat transcript promising to waive the fees. So I got back on online chat and the rep checked the transcript and again arranged to waive these and resubmit my bill. I am yet to receive the recalculated bill and struggle to believe that it really will be changed. Pretty sure they will take the money then I'll have the mother of all fights trying to get it refunded. More time, more stress.

 

I don't think I can put into words how shocked I am that such a company has such terrible procedures and gaps in communication between departments. Never, ever again will I go back. Vodafone has a long way to go in terms of customer service (bordering on aggressive in some situations) and also coverage for their customers. They really do not care!

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  • 2 weeks later...

I posted previously about my dealings with Vodafone and sure enough despite telling me in writing that I would not be charged a £96.77 final bill, but that they actually owed me £31 and they had waived the bill and were sending me a cheque, no cheque has appeared and £96.77 has today left my account.

 

I still can't believe that a company such as this can get away with their terrible service. How on earth will I get my money back plus the money they actually owe me?

 

It seems to be hopeless talking to their chat team. They obviously never action what they assure their customers. The time I have spent trying to sort this is ridiculous. I am getting nowhere and have no idea what to do next.

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Get onto your bank and demand a full immediate refund.

 

Then cancel any CPA Voda have got on your account.

Start their complaints procedure as well, and NOT over the phone, for a telecomms company they are

fantastically incompetent discussing issues over the phone!

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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Incompetent via every avenue of communication. I got on to hat again and they had put a credit in my account (what use is that, I have left!) but have now assured me it is being refunded to my account. I think I will contact bank though as so far they have not once done what they said they'd do!!

 

I didn't realise they had an official complaints procedure, their website is also so difficult to navigate around. Will look into this thank you.

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I was told that a credit would be put onto my account (PAYG) - it was not put on, though applied later during a complaint, so, please do check your bank.

 

You can deal with their customer services which I see that you know they are incompetent via every avenue of communication, so, alternatively you can write to their CEO as a complaint. http://campaigns.vodafone.co.uk/jeroenhoencamp/

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Thank you so much that is very useful I will write a letter. They do need to do something about their procedures. One almost thinks they make it this hard on purpose so that the complainer gives up in despair!

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Hi boodle79,

 

I'm sorry to see that you've left us.

 

If you'd like me to check your account to make sure everything is resolved, email me with your details via the Contact us form here.

 

To access the form, you'll need to enter the code WRT135.

 

As well as stating your query in the question box, please quote CAG Forum.

 

Once sent, you'll receive an automated reply with a reference number. Post back with this and I’ll check I've received it.

 

Kind regards,

 

Lee

 

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Vodafone UK

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