Following on from my previous post regards just how shite Elder’s contract has been as a customer of Vodafones, I thought I’d update.
After getting a comment on the last post from someone from Vodafone, with a link to follow and fill in for a call back, not to mention messages on twitter, I genuinely thought we’d be sorted and Elder could continue to yak about man stuff with his mates as before.
I did indeed follow links and comment back. I then waited to see if Elder would get a call back.
He got a text and a call. Hurah!
From their debt people.
Not so hurrah.
In fact, at no point has anyone from complaints or resolutions had the decency to contact Elder. They want their money, that is the only thing we’ve had from them. No offer to sort out the shoddy service. No promises to sort out the god forsaken cap they keep promising and then fail to put in place. Nothing.
So, I phoned their complaints department.
That went well. Not.
The guy I spoke to mumbled constantly and I had to repeatedly ask him to speak up. It was so bad I put the phone on speaker hoping I could actually understand what he was saying, but no, he just incoherently mumbled.
He wasn’t aware of our complaint. He was aware of the outstanding debt and that, should Elder not pay up, he would be in breach of his contract (one he has never received, nor signed) and he would be reported to collection agencies and have his phone put out of action. I did point out the sim only nature of the “deal” yet he was adamant as he mumbled that Elder’s phone would be locked.
I countered that a cap was part of this “contract” and that, as Vodafone had also broken their agreement, Elder was not liable for any costs incurred due to their negligence.
Which is when he delivered the killer line-
“We don’t do caps on any phones at all, if you go over, you pay”.
So, Vodafone customers. If you’ve been told, promised even, like Elder that they can and will cap a contract minutes, texts and data to stop you exceeding your allowance, they are, according to this fellow, lying to you.
At the same time as this was going on, someone on my local Facebook group commented about how Vodafone had done near on exactly the same to them. They had also fallen victim to Oxygen8 and their scam calls and texts and, as a result, Vodafone expected them to cough up.
You’ll remember these Oxygen8 texts and calls are the same ones which Three, O2 and EE have all, without fail, instantly blocked from contacting customers mobiles and hence they’re customers don’t need to worry about receiving unsolicited texts which cost £10 a pop whether you reply to them or not. Vodafone will only block these should you ask them to, and most customers wont know until they are hit with a bill.
Here are just some of the comments made regards being a Vodafone customer:
This isn’t a huge group either, and Earley is a tiny town, so to see so many people comment negatively says a lot about Vodafone’s shoddy customer care.
So, what is it Vodafone? Do you honour caps, or do you just lie to tie people into a contract, knowing full well that, should they think the cap will stop them being overcharged, and thus going over that allowance you can sit and reap the rewards of charging by the second?
Are you also gaining from Oxygen8 and their scam? It seems pretty obvious that if other companies protect their customers are Vodafone don’t, they must be earning out of it somewhere?
Elder has had his telephone number for over ten years, probably closer to 15 in fact and he doesn’t want to have to go through all the annoyance of getting in touch with everyone to change his number. He was quite happy on pay and go and now wonders why he bothered in the first place going over to a contract. He made it abundantly clear from the start, right back from the cold call, that he doesn’t text or use data and is quite happy just making calls. He even said, having had pay and go which naturally switches off once you use your minutes, he was concerned that he would exceed his allowance, and yet, the Vodafone rep suggested and promised this cap before he’d even been sent the bloody chip. To now threaten his phone too is disgusting as its not part of the deal at all.
This readers is a clear case of fraud. They signed him up under false pretenses, they knowingly mis-sold him the contract as it later turned out the minutes he was promised was also a lie, and now, he is going to be out of pocket.
If you’re with Vodafone, I would check your previous direct debits and your contract too to make sure you’ve not been a victim without knowing it. In a day and age where most of us tie up our Direct Debits without a further thought, its easy to miss a few quid here and there. But, if you’ve been promised a deal and you don’t receive it, you can and should ask them why and, if they can’t fulfill the original agreement, you have every right to quit.
Which is what, should Vodafone ever do as they promised and get in touch with Elder, he will be doing.
Not before going to the Ombudsman, of course.
Let me know below or on Twitter if you’ve had issues with Vodafone as I will be bringing this post and the complaints I’ve already received to their attention.