Ombudsman sides with Vodaphone - next steps?

[t1grm]

I've been getting inaccurate roaming data on my Vodafone bills since February. The charges are correct but the itemisation is wrong. The bill lists countries I never went to. I've complained to Vodafone and they said since bill amount is correct there is nothing they can do. They don't control the roaming itemisation (despite me roaming on a Vodafone overseas network).

 

So I filed a complaint with the ombudsman and they agreed with Vodafone. I have been offered £60 as compensation for the inconvenience and the fact I was not informed I had the option to go to the ombudsman but, on the substance of the complaint, they agree with Vodafone that the roaming itemisation is out of their control (apparently it's fed back from the SIM of the roaming phone) and as long as the amount on the bill is correct there is nothing to be done.

 

I declined their resolution stating that I was connected to a Vodafone network overseas so it is within Vodafone's power to fix this. Also since the SIM is provided by Vodafone this is also their problem. They rejected my reasons and restated their offer of £60. I now have the choice of accepting it and take the £60 or rejecting it, loose the £60 and take further action myself.

 

The question is, what action can I take? I'm not really interested in £60. I just want an accurate bill which I don't think is too much to ask. Do I have any chance with trading standards, companies house or HMRC? Surely there must be trading rules about providing accurate invoices? Or should I just take the £60, put up with the inaccurate invoices till December and switch provider when my contract is up?

[GrumpyToSayTheLeast]

So the bill is accurate, its just the area on the bill that is incorrect?

For instance, you were in France but the bill shows Germany roaming?

If that's the case, I cant see it being an issue. As long as your are not out of pocket, I think you are flogging a dead horse.

If I work in London, my phone bill often shows usage OUTSIDE of London in a district like oxford and sometimes Birmingham.

[Bazooka Boo]

Are you 100% certain that the billing is accurate?

 

The fact they're offering you a financial solution suggests they know that they're not.

 

Easy option is to vote with your feet, and join another reputable provider, cancel the contract and go elsewhere.

 

Check that what they're billing you for, is in fact correct.

 

The £60 bribe tells me it isn't.

[GrumpyToSayTheLeast]

The £60 was compensation because they neglected to tell him if he wasn't happy with his complaint outcome, he could go to the ombudsman.

The £60 has nothing to do with the actual complaint.

[citizenB]

I think you should take the £60.00 and vote with your feet after their cheque clears !

[t1grm]

Yes charges are accurate. I was on Euro Traveller so I got charged £3 a day regardless of where the roaming was (in the EU). Now there are no roaming charges. Problem is just the itemisation. I visit Malta on a regular basis. All my data roaming in Malta is showing up as Spain on the bill. Malta is nowhere near Spain. I could understand if I was in France near the border like the example given above if you're on the edge of London and it's listed as Bucks or something but, clearly that is not the case here. Here's an extract from my last bill. You can see all the data usage in Malta is doubled up with items from Spain. I've been nowhere near Spain and anyway couldn't possibly be in two places at once:

 

Sun 4 Jun wap.vodafone.co.uk Malta 0.434 Yes - EuroTraveller £0.000 20% £0.000

Sun 4 Jun wap.vodafone.co.uk Spain 126.898 Yes - EuroTraveller £0.000 20% £0.000

Mon 5 Jun wap.vodafone.co.uk Malta 3.861 Yes - EuroTraveller £0.000 20% £0.000

Mon 5 Jun wap.vodafone.co.uk Spain 17.749 Yes - EuroTraveller £0.000 20% £0.000

Tue 6 Jun wap.vodafone.co.uk Malta 1.076 Yes - EuroTraveller £0.000 20% £0.000

Tue 6 Jun wap.vodafone.co.uk Spain 40.179 Yes - EuroTraveller £0.000 20% £0.000

 

The compensation is as follows (quote from ombudsman email):

 

credit your Vodafone account with £30 as a goodwill gesture in recognition of the shortfalls in service; and

credit your Vodafone account with £30 as a goodwill gesture for failing to signpost to our service.

 

Think I'll just take the £60 and change provider in December. It just really annoys me that Vodafone can't even produce an accurate bill and the ombudsman thinks that's fine.

 

P.S. The example I gave was; if you called out a plumber to fix your kitchen sink and it cost £100. Then he gave you an invoice for £100 for fixing the bathroom shower would you pay it? I don't think so. It fell on deaf ears though.

[king12345]

So, let me understand, you haven't lost any money but Vodafone incorrectly identified your roaming in the wrong country, correct?

If that's the case, you made £60 out of thin air!

As suggested, take the money and run.

[t1grm]

That's one way of looking at it. Given that my bill is £40 a month minimum, £60 is neither here nor there to me. I'd rather have an accurate bill. Still, looks like I'm flogging a dead horse. It's a sad state of affairs when a company the size of Vodafone has to pay you off because they can't produce an accurate bill and the authority regulating them and apparently a significant part of the internet community agrees with them. I think it says something about the standard of customer service we are expected to accept these days.

[ericsbrother]

all communications providers seem to be rubbish at communicating. Switching wont change anything in that direction