thought i would try my luck with vodafone live chat. result, they even emailed the chat to me; Copy of your recent chat with Vodafone online chat service team. General Info Chat start time Aug 17, 2012 5:27:24 AM EST Chat end time Aug 17, 2012 5:38:23 AM EST Duration (actual chatting time) 00:10:59 Operator Jaya Chat Transcript info: Welcome to Vodafone! You will now be connected with a service adviser. We’re looking forward to assisting you today. info: You are now connected with Jaya. Jaya: Hello, you're chatting with Jaya, one of Vodafone's online customer service specialists. May I take your full name and mobile number please? Jaya: Good Morning! You: hi, cant find anything on website to help. im new cust. Jaya: Jaya: Will be my pleasure to assist you Jaya: What information are you looking at You: if i take contract for my son, when he goes uni, i wont have control of his phone. how would i stop him exceeding his allowance or stop xtra charges on that phone Jaya: Well, in that case we do not have capping as such however, he can dial 44555 to keep the track on his usage and not to exceed it. Jaya: Or, you can register the account online Jaya: And view all the details from MY Account You: but if he continues to use once exceeded is there anything i can do to stop xtra charges? Jaya: Then in that case we can bar the outgoing services You: how do i do that? Jaya: You can contact us if this situation comes. Jaya: Through chat or by dialing 191 You: so i would just need to contact you and request this? Jaya: Yes! Jaya: You: ok well thats gud to know. thankyou Jaya: Thanks for chatting with me. To tell Vodafone how I did today or to request for a transcript of this chat (by email), please click the "End Chat" button on the top right of the chat window. Jaya: Is there anything else I can do for you today? You: thats all thankyou Jaya: Please rate your comments to Vodafone.. Jaya: Jaya: Take care Jaya: Bye

Quick note for Lee from vodafone, if ur still watching this thread. ombudsman not involved now so feel free to comment if u can

further update: have received SAR info. notes are there comfirming i requested block/ bar on number in Oct. this 1 must the the 1 the ombudsman is refering to: dont understand wat libe means. have contacted vodafone via live chat and their online email system requesting contact from their customer relations team, 1 says contact in 48hrs other says 3-5 days, so will just wait and see

new update 10 months on and i now believe i have indisputable evidence in my favor to try and resolve this. just don't know where to go with it. so any advise from anyone would be greatly appreciated. a quick recap: vodafone are requesting a payment of £1703 after they canceled all my contracts due to non payment of a bill i disputed and they couldn't be bothered to resolve and i have spent hours and hours trying. i made 2 calls requesting block/ bar on my son's phone in Oct 2011, it wasn't done despite being told otherwise. i refused to accept charges incurred and complained. went to ombudsman, report stated there was no evidence i made those calls. supplied evidence in form of call records. ombudsman then stated that call notes state i was told it was not possible to block/ bar a number. so i have evidence i made those calls. using my newly acquired truecall unit i recorded a call to vodafone asking for advise on how to control phone that wasn't in my possession, for instance a sibling who was at uni. i was advised to call vodafone requesting a block/ bar on that number. i now have evidence that not only is it possible, but they actually advise it. it looks to me that vodafone have at first tried to deny i made the requests, then possibly fabricated call notes to not only deceive me but the ombudsman as well. looking for anyones input on this

ombudsman services: communications warrington is the ombudsman involved. received a letter from them dated 4th july stating ' i am sorry that you remain dissatisfied but hope that at least you understand why we can do no more'. this was in response to: Phillip Ward Ombudsman Services:Communications PO Box 730 Warrington WA4 6HL Ref: xxxxxx 4/11/2012 Dear Mr. Ward Thank you for your letter dated 29th May 2012. However I do not believe it has satisfiedmy concerns. Therefore I would like to request a fullreview of my case and my complaint about Vodafone and / or the opportunity toresubmit my complaint at a later date once further evidence has been obtained. I believe there is a significant error inthe facts: The report states there is no record of mecontacting Vodafone, your letter contradicts this. The report states ‘ I have reviewed accountrecords provided by Vodafone which are contemporaneous notes made by itsadvisors during your conversations with it.’ Yet you state you reviewed noteson calls there were no record of. The report states there was no shortfall ofcustomer service, your letter contradicts this. Also in your letter you state ‘I do note that the company did send out a letter on 29th October2011, apologizing for the delay in responding to your complaint and dealingwith the issues that you raised’. I believe this to be incorrect. The letterclearly states how Vodafone internal escalation procedure works, (which was notapplied to my case), and then continues to read like a policy statement. Itdoes not mention my calls, or the company’s ability, to block/ bar numbers. Sotherefore has not dealt with issues I raised. In your letter it states that a bar wasplaced on all numbers due to non payment. But it then states ‘You refer to abar on a particular number, but the company informed you it can not do that. Itreiterates this in its letter dated 29 October.’ As mentioned before the letterdoes not. The company has put a bar on numbers then says it can not do it? As Istated in my original complaint I was advised by a Vodafone advisor to call andrequest a block/ bar on a number, so why would I be advised to do somethingthat they could not do. I look forward to your response the chq sent with my SAR has been cashed, i also received a bill from vodafone showing £10 payment, but post office track & trace not showing delivery???. dont know what to do next. what happens/ what should i do if i dont receive SAR info??

just a quick update: Thankyou Lee, who has resolved the length of contract part for me. SAR has been sent and the waiting begins

Thanks i will put SAR in post next week. do i send to vodafone head office or other address?

here you go Lee Re: WRT 135 CAG forum [#9222462

posting here to see if anyone can advise what i should do next. i had 4 contracts with vodafone (me, wife & 2 kids). sept 2011 my son went over his allowance, £230 over on a £20 contract, i noticed this at begining of oct. called vodafone, flamed off at them for not notifying lead number and such but was told my responsiblitity. i asked what i could have done to prevent and was advised to call them and block that number. 3 days later noticed my son had exceeded his allowance for oct. called vodafone asked them to block number and advisor confirmed that it was blocked. 2 days later number still incuring charges. called vodafone registered complaint bout these charges and again asked to block number, advisor confirmed it was blocked. didnt hear from vodafone, dispite their complaints procedure stating 'a manager will call back in 24/48 hrs'. in november i called vodafone to see what was happening and was told a letter had been sent to me, i never got this so asked to resend. got letter cple days later, all it said was like 1st call to them, my responsibilitity blah blah blah. but nothing bout the charges for oct and why it wasnt blocked when i requested twice and was told it was. i wrote letter outlining my complaint. didnt hear from vodafone. called vodafone several times over next cple of months but kept getting no where. took complaint to ombudsman. report back, vodafone dont have to this, dont have to that, no evidense i made those calls requesting block, no shortfall in customer service. didnt accept report stating i would provide call records. requested call records from vodafone, called every wk after 4 wks i got, same day received ombudsman final decision in vodafone favor as i hadnt been able to supply call records. i had been keeping ombudsman informed of problems getting these from vodafone. complained to ombudsman bout this and original report. received letter 0n 29 may 2012 stating they had looked into calls and system notes say i was told that it was not possible to put a block on that number??? jan 2012 voafone cancelled all contracts and sent bill. this was incorrect as 1 contract was 12mths, they billed as 24mths, again called them and have heard nothing. any suggestions pls